Case Study: Local ISP achieves streamlined workflows and unified support with OneDesk

How an ISP uses OneDesk to manage its workflows

Internet Service Providing Company, a local ISP serving smaller communities, faced fragmented tooling for sales, project management and helpdesk that made it hard to apply and track standard workflows (like customer onboarding) across multiple customers. They turned to OneDesk, using OneDesk’s project management and helpdesk tools along with its customer portal, messenger and Zapier integrations to consolidate systems and capture repeatable procedures.

OneDesk implemented templated projects and tasks, lifecycle statuses, workflow automations, custom status-board views, and automated customer communications tied to customer records. The solution standardized onboarding for each customer, gave real-time visibility into task and ticket status, automated SLA nudges and reduced manual duplication—resulting in fewer stalled tickets, faster responses and more efficient customer communications so the Internet Service Providing Company can focus on delivering service.