Case Study: SOCAR achieves 50% faster ticket resolution with Darwinbox Helpdesk

How HR at Socar Shifted Gears with Darwinbox Helpdesk

Socar, a fast-growing car rental startup in Southeast Asia, needed a better way to handle employee queries as it scaled across Malaysia and Indonesia. Before using Darwinbox Helpdesk, the People & Transformation team relied on manual, email-based processes that lacked SLA tracking, reporting, transparency, and the scalability needed for a growing workforce.

Darwinbox implemented Helpdesk to centralize ticket intake, automate routing, and improve reporting and SLA management. With Darwinbox Helpdesk, Socar reduced ticket turnaround time by 50%, achieved 100% SLA adherence, and increased the People & Transformation team’s bandwidth by 30%, freeing them to focus on more strategic work like onboarding, performance management, and process improvement.

SOCAR

Izzat Jamal

Head of People and Transformation