Limited in-house tooling
The existing system lacked the robustness needed for incident response.
About
10 US offices: SLAM operates as a multidisciplinary architecture and design firm with a national presence. 300 employees: The service operation supports a distributed team across the firm. IT support: The team manages incidents, requests, and shared technical knowledge.
The challenge
Knowledge gaps
Customers and IT staff needed a dependable shared knowledge base.
Manual responses
The team wanted automation for recurring service requests.
Disconnected communication
Support needed to work across email, phone, and Microsoft Teams.
The implementation
Intuitive organization
After evaluating five competing solutions, SLAM chose HappyFox for its intuitive queues, priorities, statuses, knowledge base, and service catalog.
Connected channels
Email, phone, and Microsoft Teams became part of one service workflow.
Automated actions
Smart Rules and canned actions reduced repetitive response work.
Shared knowledge
Knowledge-base articles supported agents and requesters.
Results and benefits.
- Service requests processed in one year
- 5,000
- Average monthly requests
- 420
- Employees supported
- 300
- Offices served
- 10
Reported outcomes
Faster adoption
SLAM reports that the team was operating in HappyFox within hours.
More efficient response
The new workflow improved how quickly incidents could be handled.
Stronger knowledge sharing
Historical answers became easier to reuse for new issues.
Scalable service
The system supported 5,000 annual requests across ten offices, with the majority of tickets resolved autonomously.
Stable daily service
The system seldom required a support call, and the HappyFox team responded quickly when help was needed.
Customer quote
“HappyFox brought a level of sophistication to our IT support system that was previously unimaginable. The comprehensive knowledge base, dynamic intake forms, seamless integration with Microsoft Teams, and robust service desk features have not only streamlined our operations but also significantly enhanced our response capabilities. These tools have allowed us to automate responses, efficiently organize tickets, and leverage historical data to quickly resolve new issues, setting a new standard for excellence in IT support.”
Why HappyFox
- Intuitive & Easy to Use
- Comprehensive Knowledge Base
- Service Catalog
- Automations
- Robust Service Request Intake
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.