Service Desk Of The Month – Workbooks Online Limited

Penny Lowe, Head of Service Delivery at Workbooks Online Limited tells us all about the service desk team at Workbooks for our latest addition to the Service Desk of the Month feature:


What types of customers do you support? provides CRM and business applications to organisations of all sizes. We have customers that have 1 employee to companies with 500+ Users.

Our CRM platform is flexible and is used by customers in many different industries ranging from membership management organisations, to media and publishing businesses through to IT and telecommunications.


What are their technical abilities and what common incidents do you receive?

Our customer’s technical abilities vary greatly, from developers and system administrators to general users. We tailor our level of support to match the requirements of our customers.

The most common incidents we receive range from general guidance on how to use their CRM more effectively, assistance with automating common tasks, help with integrations through to building complex reports to get the real value from their CRM.


What’s the best part of your day?

Closing a difficult Case, both sides are happy.


What is the greatest challenge faced by your service desk?

Taking a break! There is always something to do!


If you could choose any celebrity to work on your service desk who would it be and why?

Mary Berry – she makes yummy cakes!


If money and resource were no issue what one thing would improve your service in 2016?

To have the time to be able to complete all the internal projects we would like to, it’ll improve the customer service.


What’s the most memorable or bizarre thing you’ve heard from a customer?

Carrying out a screen share with one of our global customers, he had his 3 year old daughter with him. She commenced to say hello to me in the middle of the phone call. I couldn’t help but laugh when her father asked why she was willing to talk to Workbooks support and not her own Grandparents.

During this screen share we watched a child’s TV program whilst I also worked towards a resolution for the customer (dual monitors – I worked on one whilst she watched the other!)


What was the last thing you and your team did together outside of work?

‘Bring a Pot’ evenings including partners and offspring! Always entertaining – we get to eat great food from different continents/cultures and lots of cake!


What characteristics within your team make it stand out from the crowd?

Problem solving skills — most of the team are physics graduates!


What one achievement (of the service desk) are you most proud of and why?

Having a great customer satisfaction score on G2Crowd – the reviews are completely independent and are written by validated customers.


Quick Facts:

  • Head of Service Delivery: Penny
  • Service Desk Manager: Sam
  • Business type (e.g. education , finance): Software
  • Location of service desk: Reading, UK
  • Size of team: 5 (plus other helpful members from other teams)
  • Days and hours of operation: Service hours 9-5pm UK time
  • Multi-lingual?: Yes
  • Number of customers supported: 500 organisations with over 4,000 end users
  • Calls received per day: 30
  • ITSM Software:
  • Longest serving team member (how many years): Keith who joined in 2009

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