Case Study: Roadpost boosts support capacity and self-service with Deskpro

How Roadpost Uses Deskpro To Deliver Scalable Tech Support For Lifesaving Devices

Roadpost, a satellite communications specialist with more than 25,000 subscribers, needed a better way to manage support for devices that can be critical to customer safety. Its email-based process in Outlook had become unmanageable as the business grew, leaving staff without visibility into ticket volume, response times, or missed requests.

After evaluating several providers, Roadpost chose Deskpro for its ticketing, reporting, SLA management, automation, knowledgebase, and chat features. Deskpro helped Roadpost keep customer service staff at seven agents, support a knowledgebase with 480+ articles, and handle 2,000 to 3,000 knowledgebase hits per month, which Roadpost estimates prevent 20-25% of incoming tickets or phone calls. Roadpost also said Deskpro tripled its support capacity overnight and made it easier to send automated acknowledgements and route requests by department.

Roadpost

John Issa

Director of Operations