Nonprofit / disability charitySourced

Case Study: AbilityNet onboards 450+ volunteers and logs 2,500+ tickets on Deskpro

AbilityNet Case StudySourced & dated by Case Study Desk

Key facts · TL;DR

Company

AbilityNet

Industry

Nonprofit / disability charity

Challenge

A charity's volunteer network outgrew Freshdesk on cost and support

Headline result

2,500+ tickets logged across 450+ volunteers

Key results

2,500+

Tickets logged via Deskpro

since launch

450+

Volunteers onboarded

plus 20 staff at go-live

390

Volunteers logged in day one

of the 450+ pre-registered

95%

Clients rating service excellent or good

AbilityNet-reported

The challenge

AbilityNet, a UK charity supporting disabled and older people through technology, previously used Freshdesk. As time went on the platform's rising cost and changing account support no longer suited a charity running a large, dispersed volunteer network.

The solution

AbilityNet moved to Deskpro to onboard its 450+ volunteers and 20 staff, using ticketing, automations and reporting to coordinate support delivered in homes, online and in community spaces.

“With Deskpro, we always know there's someone there.”
SB
Sarah Brain
Head of Free Services, AbilityNet

The results, in context

At launch, more than 450 volunteers were pre-registered and 390 logged in on day one. Since going live, AbilityNet has logged more than 2,500 tickets through Deskpro, and reports that 95% of the clients it supports rate the service as excellent or good.

Products used

Deskpro TicketingDeskpro AutomationsDeskpro Reporting