Case Study: HubOne achieves faster ticket resolutions and 87% higher customer satisfaction with Freshworks' Freshdesk

Freshdesk Helps Hubone Employees Offer Superior Customer Service, Promoting Healthy Competition Through Gamification

HubOne, an Australian cloud integrator and SaaS provider, faced growing support pressure—about 560 customer tickets a month for a 15‑person team—and needed a flexible, easy‑to‑use system that integrated with existing tools and kept staff engaged. After evaluating options, HubOne chose Freshworks’ Freshdesk to replace a rigid previous solution and meet requirements for Microsoft 365 integration, ease of use, and cost‑effectiveness.

Freshworks implemented Freshdesk with Microsoft 365 integration, AI‑driven automation, multi‑channel ticketing and gamification to boost agent engagement and efficiency. The solution halved manual work by auto‑serving help articles, supported internal project management, and delivered measurable results: Average Resolution Time 16 hrs, First Response SLA 90%, and an 87% increase in customer satisfaction, alongside higher staff retention and faster ticket resolution.

HubOne

Nick Beaugeard

CEO and Founder