Missing performance data
The previous system could not track response or resolution time.
IT help desk software
About
IT services: Based in the North East of England, FatcatIT provides proactive and reactive IT support to small and medium-sized businesses. Customer accountability: Clients monitor response time and time to resolution. Growing operations: Workload insight helps the company anticipate busy periods and staffing needs.
The challenge
Unclear workload
The team lacked the information needed to anticipate demand.
Customer reporting
Support results needed to be presented clearly to clients.
Planning constraints
Staffing decisions required a complete view of current and future work.
The implementation
Central request handling
HappyFox became the system for managing customer support requests.
Complete ticket capture
The team committed to recording every assistance request.
Custom workflows
Straightforward customization matched the company’s support model.
Measurable service
Recorded activity made support performance visible to the team and its customers.
Results and benefits.
Complete work overview
Current and future support work became visible in one place.
Demonstrable response
One key client saw 95% of tickets receive a response within two hours.
Simpler customer experience
Customers rated HappyFox easier to use than the previous solution.
Responsive vendor support
FatcatIT reported fast, helpful responses from the HappyFox team.
Customer experience.
“One of my key clients is now receiving 95% of support tickets being responded to within 2 hours. They are impressed! This is something I have not been able to demonstrate before.”
Why HappyFox
- Beautiful design
- Simplicity
- Easy to use for our customers and for us
- Ability to customize is straightforward
More customer stories
For us, HappyFox has helped move IT support from simply responding to problems toward managing support as a measurable organizational service.
HappyFox provides a modern, intuitive experience with well-integrated features, backed by excellent customer service.
HappyFox doesn’t try to be everything.