CloudChoice Inc.

BACKGROUND

Introduce your business and what you do there.

I'm the platform manager for a Turnkey Asset Management Platform (TAMP) built for financial planners.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with CloudChoice Inc.?

We needed help setting up Freshdesk, a customer support software and ticketing system platform, including a way to classify our tickets and create rules and automation within the system.

SOLUTION

What was the scope of their involvement?

CloudChoice logged into our platform and set up Freshdesk, automating the classification of tickets as they came in. On a separate project, they revamped our Knowledge Base Software, reorganizing our ticketing center and help desk. They did some custom coding and ensured it matched the branding of our website.

What is the team composition?

I interfaced with Andrews (Founder and CEO, CloudChoice) as needed, but he was able to complete most of the tasks without a lot of additional information or back and forth. It was very quick and easy.

How did you come to work with CloudChoice Inc.?

I found them through an online search for top Freshdesk consultants. Since Andrews had extensive experience with Freshdesk, I figured he would be one of the best people to work with on this project.

How much have you invested with them?

They charged a flat rate of $1,000 per project, which is a great deal.

What is the status of this engagement?

We started working together on the first project sometime in 2017, and they were able to finish it within a few days. They turned the second project around in March 2018.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

They streamlined our internal ticketing system and made our site a lot easier for clients to navigate. We're now able to run reports, find patterns, and see exactly what types of tickets are coming in, when they're coming in, and who's resolving them.

How did CloudChoice Inc. perform from a project management standpoint?

They're very responsive. I could get ahold of Andrews at any time by phone or email.

What did you find most impressive about them?

They're Freshdesk experts.

Do you have any advice for potential customers?

Take the time in the beginning to map out the project and what your end goals are, because CloudChoice is very good at following directions without having to hassle the client for additional information.