Case Study: FatcatIT achieves visible support performance with HappyFox

FatcatIT achieves 95% two-hour response times with HappyFox

FatcatIT, an IT services provider based in the North East of England, faced challenges with its previous support system which could not track performance data like response and resolution times. This lack of visibility made it difficult to demonstrate accountability to clients, anticipate workload demands, and plan for staffing needs. To address this, they implemented the HappyFox Help Desk product.

By using HappyFox as their central system for managing all customer requests, FatcatIT gained a complete overview of their support work. The implementation made their performance measurable; one key client saw 95% of tickets receive a response within two hours. The solution also provided a simpler customer experience and gave FatcatIT the data needed for better operational planning. HappyFox's own responsive support was also noted as a benefit.

FatcatIT