Case Study: FatcatIT achieves 95% two-hour response rate and full ticket oversight with HappyFox

FatcatIT - Customer Case Study

FatcatIT, a Durham-based IT services firm supporting SMEs, needed a better way to track and demonstrate service performance. Their previous system couldn’t measure key metrics like response time or time to resolution, making it hard to manage staffing for peak periods or prove service levels to customers.

Since adopting HappyFox (October 2012) FatcatIT now manages all support requests through the platform, giving clear, presentable metrics and easier ticket management. The company reports improved turnaround—one key client sees 95% of tickets responded to within two hours—100% of requests recorded for full visibility, and positive feedback on usability, design and vendor support.

FatcatIT

James Powell

Director