UK’s Deskpro secures €23.4M to help companies manage customer support requests

London-based Deskpro, a provider of helpdesk software solutions, announced on Tuesday that it has secured $25M (approximately €23.4M) in a Series A funding round led by Elsewhere Partners.

The UK company plans to use the funding to enhance its customer experience team, expand its AI-powered help desk solutions, and further establish a presence in key markets, particularly in the United States.

In addition to funding, Deskpro announced the appointment of software industry leader Brad Murdoch as CEO and established a new global headquarters in Austin, Texas.

Brad Murdoch as CEO

Murdoch, an operating advisor at Elsewhere Partners and software industry veteran, leverages his two decades of experience working with technical founders to drive revenue growth as the new CEO of Deskpro.

He will lean on his experience successfully scaling software companies and leading global sales, marketing, and business development teams to maximise Deskpro’s market reach in the growing help desk automation sector.

Most recently serving as executive vice president at Lightbend, Murdoch has also held various senior executive roles at Prevoty (acquired by Imperva), Framehawk (acquired by Citrix), Nukona (acquired by Symantec), OpenSpan (acquired by Pegasystems), and JBoss (acquired by Red Hat).

Murdoch also serves on the Board of Directors of Permission.io.

“Working with Elsewhere Partners and the Deskpro team over the last few months, I’ve been continually impressed by the company’s dedication to the ongoing success of its customers, the breadth of its platform, and the market traction it has been able to drive organically,” says Deskpro CEO Brad Murdoch.

“I am looking forward to working with the leadership team to take Deskpro to the next phase of its growth and fully tap its global market potential as the need for flexible, secure, AI-driven service management solutions continues to grow dramatically,” adds Murdoch.

Based in Austin, Texas, Murdoch plans to rapidly grow Deskpro’s U.S.-based sales and marketing team, while keeping its existing product development and engineering teams in the London office.

As part of the funding, Rod Favaron and Rita Selvaggi, both Operating Partners at Elsewhere Partners, have joined the Board of Directors, along with Principal Nick Stoffregen.

They will serve as functional advisors to provide guidance and support for Deskpro during this high-growth phase.

Founder Chris Padfield will remain on the Board of the company and lead product strategy as Chief Product Officer.

Deskpro: Helping companies manage their communication

Founded in 2002 by Christopher Padfield and Christopher Nadeau, Deskpro develops flexible help desk software that enables organisations to provide better customer and internal support experiences through a centralised and user-friendly interface.

It can be used to manage support interactions across multiple channels such as email, live chat, phone, and social media.

Deskpro offers a single, secure, customisable solution for customer service management (CSM), IT service management (ITSM), and enterprise service management (ESM) with flexible deployment options in Deskpro’s cloud, a customer’s private cloud or on-premise in a customer’s data centre.

The platform automates repetitive, complex, and time-intensive processes, resulting in a more engaged and productive staff, leading to better customer experiences.

The company helps hundreds of global leaders like Aon, Bitdefender, Brown University, HMRC, Keyence, and the NHS provide exceptional customer service and support in 20+ languages across more than 60 countries.

The investor

Elsewhere Partners is a growth-stage investment firm that has invested in Elsewhere Outliers – business software companies outside of traditional venture capital hubs with substantial customer traction and revenue growth without significant outside funding since 2017.

Collectively, Elsewhere’s investors, Operating Partners, and Operating Advisors represent experience across 150+ organisations, 100+ acquisitions, 150+ rounds of financing, and $1+B in total investment.

“In our effort to find and invest in leading IT automation solutions, Deskpro stood out in a sea of help desk solution providers because of its powerful, highly configurable, and feature-rich platform,” says Favaron. “Deskpro meets the needs of support teams serving both internal and external audiences with an advanced solution that can be deployed in any environment. The demand for secure, scalable help desk automation continues to grow, and Deskpro is positioned to lead the industry into a new era of AI-powered, enterprise-grade solutions that can meet an organisation’s needs at any point in their IT evolution.”