Manual records
Paper-based systems could not reliably track critical issues.
IT help desk software
About
Australian distributor: PQC supplies power-protection products and IT infrastructure solutions. Post-sales service: Technical expertise and ongoing product service support customers across Australia. Distributed work: Remote staff need access to complete request and vendor histories.
The challenge
Lost knowledge
Context was difficult to preserve as work moved between staff members.
Multiple request channels
Quote requests arrived through both the portal and email.
Remote access
Staff needed shared information without scanning physical documents.
The implementation
Central quote requests
HappyFox brought customer requests for quotes into one workflow.
Explore ticket managementPortal and email intake
Both submission methods fed the same operating process.
Sales-team handling
The sales team manages centralized customer requests for quotes in HappyFox.
Complete histories
Each ticket retained the context needed by every participating staff member.
Results and benefits.
Remote information access
Staff could review records without relying on scanned paperwork.
Preserved issue context
Work moved between people without repeatedly retelling the history.
Lower equipment loss
Tracking retrieval dates helped reduce losses involving loan equipment.
Time saved
The team spent less effort staying current across active issues.
Customer experience.
“It is a great, cost effective tool with excellent support. I couldn't recommend it highly enough if you are having issues with tracking incoming requests and resolutions.”
Why HappyFox
- Lean learning curve
- Cost effective
- Intuitive and simple interface
- Highly customizable
- Excellent support
More customer stories
HappyFox brought a level of sophistication to our IT support system that was previously unimaginable.
The implementation went smoothly and the customer service is FANTASTIC!!! HappyFox is very easy to use for our team and customizable for our needs.
We appreciate HappyFox's collaborative team and the platform's adaptability.