Saving Time, Improving Support: CCKeys’ Journey with Desk365
About CCKeys
CCKeys is a secure key management system based in the UK. From simple key management cabinets to intelligent (digital) electronic key management systems, CCKEYS has a solution to meet every requirement and budget. Their lock management system ensures that health and safety risks are managed by controlling access to machinery and equipment.
Learn more about CCKeys, visit https://www.cckeys.com/
Key Management
Industry
6
Agents
Digital Support
Use case
The Challenge
CCKeys, a global distributor of digital key management cabinets, relies heavily on providing fast, reliable IT support for its customers, some managing up to 1,000 connected devices at a time. Their support team was tasked with monitoring devices, troubleshooting remotely, and providing installation and training. Before adopting Desk365, ticket management was handled manually, primarily through email and Microsoft Planner. This led to inefficiencies, missed tickets, and valuable information being siloed or lost when agents were unavailable.
Chris recalls:
“When we started, they didn't really have a ticketing solution of any kind. It was mainly keeping track of emails, kind of using a planner on Office 365. It was really disjointed and time consuming.”
Christopher Cutler, Digital Support ys
The lack of a unified ticketing system meant tickets and context were easily lost whenever an agent was away; team collaboration suffered.
The Solution
The CCKeys team chose Desk365 for its built-in integration with Microsoft Teams and the
rest of their existing Office 365 workflow. The transition was seamless and straightforward. Desk365 provided a single, organized space for all ticket activity, making it easy for agents to see which issues were being worked on, share notes, and reassign tickets when necessary.
Here are a few Desk365 features CCKeys incorporated in their workflow:
- Automations to help assign tickets to the on-site team or sales team automatically.
Custom online forms are embedded directly via QR codes on cabinet hardware, giving field techs and customers instant access to support. - Automated checklists for routine actions (such as peg orders or approvals), ensuring no step is missed and allowing supervisors to review progress efficiently.
- Built-in SLA monitoring, with automations to nudge agents on time-sensitive tickets, helping the team respond within an hour as per their service agreement.
- AI-driven ticket summaries used by supervisors to quickly review context and issue resolution.
The Desk365 difference
Desk365 transformed the support workflow at CCKeys by drastically improving organization and saving the team “hours and hours”, as Chris described it, each week while freeing up time to focus on higher-value customer interactions and strategic improvements. Here’s what made the difference for the team at CCKeys:
1. Ease of use and adoptability
Desk365 stood out for its effortless onboarding and day-to-day simplicity, allowing the CCKeys team to quickly transition from a patchwork of emails and planners to an efficient, unified support system. The adoption process required minimal training, with team members of varying backgrounds able to collaborate easily and maintain visibility on every support issue.
“It's probably been the smoothest integration of a ticketing system I've used in all my years of IT.”
2. Product innovation and features
CC Keys leveraged Desk365 features to build a unique system to support their customers. They were able to convert support forms in to QR codes that are embedded in their hardware to help customers reach the support team quickly. They are able to also use features like the AI ticket summaries for executive reporting, thus saving hours on routine tasks.
3. Microsoft Teams Integration
Desk365’s deep, native connection with Microsoft Teams and the Office 365 stack was critical for CC Keys. The team was already embedded in the Teams environment, so using Desk365 eliminated the need to adopt a separate tool and ensured seamless collaboration and context sharing. Tickets, communications, and automations were all accessible directly within their primary workflow.
“If you're already using Office 365 in your industry and you need a ticketing system, we can't recommend this enough.”
Looking for a ticketing tool that keeps departments aligned, agents supported, and service delivery on track?
Desk365 is proud to be CCKeys’s internal ticketing and support operations tool.
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