Case Study: Network Services Company achieves centralized customer support and streamlined project management with OneDesk

How a Network Services Company Uses OneDesk’s Portal

Network Services Company, an IT service provider specializing in managed networks and B2B IT consulting, faced the need to centralize customer communications, improve support ticketing and boost operational efficiency. To address this, the company selected OneDesk and planned to deploy OneDesk’s customer portal (customer app) alongside its project management tools to unify live chat, email-to-ticket, self-service knowledgebase and other channels.

OneDesk implemented its web-based customer app and internal project app—providing embedded portal widgets, email-to-ticket capture, customizable ticket templates, automated workflows, ticket-to-task conversion, multi-threaded conversations, time-tracking and configurable analytics views (Gantt, Status Board, Dashboard). The solution centralized communications, automated routing and assignment, enabled tracking of billable hours and detailed reporting, and sped up response times (OneDesk’s support can respond within minutes), improving operational efficiency and client transparency.