Unleashing the Power of Marketplace Apps in discussion with Ryan McNabb, Big-D Construction
In today’s version of the ‘Unleashing the Power of Marketplace Apps’ blog series, we share some excerpts from our recent discussion with Ryan McNabb, Technology Director – Big-D Construction about their Marketplace Apps usage. If you missed our previous blog check it out here.
Big- D Construction Corporation
Established in 1967, Big-D Construction Corporation has consistently delivered top-tier Design-Build, General Contracting, and Construction Management services to clients spanning a wide range of industries. With its headquarters in Salt Lake City, Utah, and supplementary offices in Ogden, Big-D Construction stands as a leading force in the construction sector. In today’s blog, we talk about Ryan’s experience with Marketplace apps that have extended Freshworks product offerings and revolutionized Big-D’s operations by enhancing productivity and improving team collaboration.
Productivity Apps
At Big-D Construction, efficiency and productivity are at the forefront of their operations. To streamline their workflow, users have harnessed the power of innovative marketplace apps that are making a significant impact. One such app is the Auto Ticket Merger app, an app that automatically merges tickets with the same subject within a specified time window. This app eliminates the need for agents to search for multiple tickets from the same requester with the same subject, ultimately resulting in faster resolutions.
The Clone Ticket app is another tool that Big-D construction extensively leverages. Requestors often open a ticket with multiple requests or the same request for other users. Cloning those tickets allows agents to duplicate them and make small changes, rather than working on new tickets from scratch.
“We invest significant efforts in optimizing our efficiency, and one common challenge we encounter is dealing with ticket cloning. Often, our customers consolidate multiple items within a single ticket, and this is where the Clone Ticket app comes in handy. It allows us to split those requests, distinguishing between quick fixes and more time-consuming resolutions. Another tool we frequently rely on is the Attachment Viewer. Many people send us pictures and other files, and it’s essential for us to be able to view these attachments directly within the ticket itself.” – Ryan
The team also uses apps such as the Quick View Requester Assets, and Detailr to improve efficiency and overall productivity.
Communication and Collaboration Apps
“Collaboration is crucial for us. I’d like to give a shoutout to Freshservice because it’s inherently collaborative. However, there are specific scenarios where we require additional scheduling. One of the key instances is with Zoom. Sometimes, we need to hop on a quick call to discuss things further, and we rely heavily on the Zoom integration within Freshservice. With just a simple click of a button, Freshservice generates a meeting link, and we make extensive use of this feature for seamless collaboration.” – Ryan
The Splashtop On-Demand Support integration is another valuable tool that the team at Big-D Construction highly values. It enables easy remote access to the end-user’s systems from any location, leading to faster resolutions and streamlined troubleshooting of endpoint issues.
In addition, they utilize other apps like the Office 365 Calendar app to schedule time with team members and maintain synchronization. This tool greatly aids in efficiently coordinating their efforts and staying on top of their schedules.
“At Big-D Construction, and in the construction industry at large, both time of resolution and collaboration are very important because the project teams are under pressure to meet deadlines on deliverables, and they aren’t often afforded the time to stay on top of technology.
This means IT agents need to have all the tools they need in order to be efficient and respond quickly across channels.
Freshservice is a great communication tool by itself, given the naturally collaborative relationship in a ticket between a requester and agent. The apps we use with Freshservice immensely help us enhance our productivity and change the way we collaborate.” – Ryan
Freshworks Marketplace has over 1300 applications showcasing the true power of marketplace apps, ready for our customers to download. Visit the marketplace to discover additional apps that can further extend the capabilities of your Freshworks products.