Case Study: Darwinbox (HCM Suite) achieves 3x faster support with HappyFox

Switching from India's Largest SaaS to Happyfox Darwinbox's Journey To 3X Faster Support

Darwinbox, a fast-growing HCM platform serving 850+ organizations and 2.2M employees across 116+ countries, faced growing pains with its previous support vendor: limited process flexibility, slow delivery of new workflows and fixes, recurring data discrepancies, and rapidly escalating license costs that hampered scale and internal access.

After switching to HappyFox, Darwinbox gained an easy-to-use, scalable helpdesk with strong admin controls, robust uptime and AI-driven automation. The move cut first response time from 24 to 10 hours (3x faster), enabled wider team collaboration via an unlimited agents plan, and produced nearly 100 AI-suggested knowledge articles (30% approved), improving ticket deflection and reducing vendor dependency.

Darwinbox

Avinash Mugali

Head of Customer Excellence