Case Study: ESWA streamlines IT and community support with Deskpro

The ESWA migrated to Deskpro to provide IT support for its staff and the elderly and disabled members of the community

ESWA, or Elder Services of Worcester Area, used Deskpro to support both its internal IT team and the elderly and disabled members of its community. During the start of the COVID-19 pandemic, ESWA began distributing smartphones and other technology to residents, and its existing help desk setup was limiting its ability to manage those requests alongside internal IT support.

ESWA chose Deskpro for its multi-branding capabilities and base pricing that included features it needed without add-ons. The team uses Deskpro’s ticketing system and Help Center to handle day-to-day IT requests, internal forms, and staff submissions, which has streamlined workflows and reduced unnecessary tickets. Nick Martunas said Deskpro’s support team is responsive, usually replying within an hour, and ESWA is planning to migrate to Deskpro Horizon.

ESWA

Nick Martunas

IT Manager