Case Study: HubOne achieves 87% boost in customer satisfaction and faster resolutions with Freshdesk

Freshdesk helps HubOne employees offer superior customer service, promoting healthy competition through Gamification

HubOne, an Australian SaaS company and creator of the OnePractice suite, supports accounting and financial services with a 15‑person team across Australia and the USA. Facing an average of 560 customer tickets per month, HubOne needed a flexible, easy‑to‑use system that integrated with its Microsoft 365 stack, sped up responses, and kept staff engaged.

HubOne selected Freshdesk for its integrations, friendly UI, gamification and AI automation, using it for both external support and internal project management. The platform automated solution delivery, reduced ticket handling, boosted staff engagement and retention, and delivered results including a 16‑hour average resolution time, a 90% first‑response SLA and an 87% increase in customer satisfaction.

HubOne

Nick Beaugeard

CEO and Founder