Case Study: Roadpost scales tech support and self-service with Deskpro

Roadpost triples support capacity overnight with Deskpro

Roadpost, a provider of satellite communication devices and services, faced a challenge managing its growing volume of customer support emails through Outlook. This lack of visibility made it impossible to monitor staff effectiveness and ensure critical, sometimes life-saving, technical issues were resolved. They turned to Deskpro's help desk software to find a solution.

By implementing Deskpro, Roadpost gained full visibility into support operations with features like SLAs, categorization, and reporting. This allowed them to scale support for 25,000 subscribers with just seven agents. Measurable impacts include deflecting 20-25% of potential tickets with their knowledge base and using Deskpro's analytics to identify and reduce common billing inquiries through self-service guides.

Roadpost