Case Study: Cairn Group improves employee engagement and performance tracking with Deskpro

How Cairn Group uses Deskpro to improve their employee engagement and create custom performance monitors

Cairn Group, a hospitality company based in Newcastle-upon-Tyne, UK, was using Spiceworks, a free single-threaded help desk, but found the outdated interface, constant in-product advertisements, and limited fit for its needs were holding back its customer service goals. The team also had to run several training days just to teach staff the system, which added time and cost.

Cairn Group switched to Deskpro for its easy-to-use interface, customizable reports and dashboards, and built-in knowledge base software. With Deskpro, the team reduced training needs, improved employee engagement, and used real-time dashboards to monitor ticket queues, online agents, and company performance more effectively.

Cairn Group

Darren Banfi

Senior IT Security Analyst