Case Study: Sapcle achieves 57% faster response times and improved customer satisfaction with Freshdesk

Sapcle - Customer Case Study

Sapcle is a global IT consulting firm headquartered in Dubai with development centers in India and a large international customer base. As the company grew from one product and one inbox to multiple products, email-based support became chaotic—requests were hard to track, response times slipped, and their promise of fast acknowledgements was at risk. They needed a scalable, easy-to-use help desk that supported multiple products, a knowledge base, community forums and quick implementation.

Sapcle adopted Freshdesk, gaining multi-product ticketing, a knowledge base, community forums and social media integration without lengthy training. The switch cut average response times by over 57%, eliminated unanswered emails, extended support to Facebook and Twitter, and drove a marked increase in customer satisfaction as support became organized and scalable.

Sapcle

Ramesh Srinivasan

Sr. Executive