Case Study: Advertising Specialty Institute manages multi-brand support more efficiently with Deskpro

How the world's largest promotional product membership organization created an efficient, scalable and multibrand help desk

Advertising Specialty Institute, the promotional product industry’s largest membership organization, needed a unified ticketing system that could manage support requests across multiple brands and departments. Before switching to Deskpro, the team used eGain, which Matt Goldfarb said was only an email management system and not a true ticketing platform.

Deskpro gave ASI multibrand ticketing, live chat routing, SLA tracking, and a cloud deployment that reduced complexity for the technical team. The company used the system to route chats by brand and department, improve agent efficiency, and maintain support with the lowest number of agents on Goldfarb’s team for a couple of years, while also building an internal knowledgebase and preparing to roll Deskpro out to other departments.

Advertising Specialty Institute

Matt Goldfarb

Executive Director of Technical Product Support