Case Study: Impelsys streamlines multi-brand support with Deskpro

How Impelsys Supports Over 150 Brands by Utilising Deskpro Multi-brands

Impelsys, a software development company that supports publishing customers through iPublishCentral, needed a better way to manage support than basic email. Agents were using Gmail or Outlook and sometimes missed replies, which slowed conversations and made it harder to provide consistent service. Impelsys also wanted multi-branded user portals, restricted knowledge base content, and easy-to-use tools for agents.

Impelsys chose Deskpro’s cloud helpdesk to centralize support, manage maintenance and hosting, and support multiple brands from one system. With Deskpro, the team created more than 100 branded user portals, used snippets to speed up repeat responses, and relied on reporting to track performance. The result was support for 94% of tickets within 1 hour, with SLAs to close tickets between 24 and 48 hours, across 27 agents and 150+ brands supported.

Impelsys

Roshan Vinayan

Project Manager