The Progressive Building Society highly customized help desk

The Challenge

The Progressive Building Society is the largest locally-owned financial institution and has been providing mortgages and savings throughout Northern Ireland for over 100 years.

Prior to using Deskpro, The Progressive Building Society was using Hornbill to manage its help desk.

They soon found that Hornbill's software was not offering the variety of customizable features that the company desired, nor was the interface user-friendly.

In particular, the support team was finding the system challenging to use in its day-to-day activities. Additionally, the management team was seeking a help desk solution that was more affordable, scalable, and most importantly, had a straightforward and fixed pricing plan.

The Solution

One of the Senior Support Analysts at The Progressive, lead the search for a new help desk.

“There were some features that our old help desk didn't offer, but Deskpro had readily available to us.”

As the team at The Progressive was already using a help desk, the transition from Hornbill to Deskpro was pretty simple for the team. Once onboarded, the agents and management team could really start to see the benefits of the move.

Deskpro ticked all the boxes for us. It was more affordable than other options, so it was an easy decision to migrate to Deskpro.

The Benefits

The team has greatly benefited from Deskpro’s extensive features, and it's noticeable in the team’s daily productivity levels.

Valuable features include ticket categorization, which allows tickets to be assigned automatically to the right agent or department based on flexible criteria set up in the help desk.

“We have categories set up which apply to incoming tickets. So, it’s much easier to see what the items are. The customizable filters have been really, really useful for everyone using the help desk.”

As a result, the support team is equipped with the tools to enhance productivity and can focus on providing excellent customer support. The Progressive is now looking to the future to see how many processes can be improved and automated.

The Future

Moving forward, The Progressive aims to move beyond using just email to interact with clients. With plans to utilize and customize the Help Center and implement more specific reports for management.

More specifically, the team is eager to begin taking advantage of the personalized dashboards and reports and better monitor the company’s daily activities and KPIs.