About
Darwinbox is a new-age, agile HCM Suite that enables enterprises and growing businesses to automate their day-to-day HR processes, deliver actionable insights and build better workplaces. They serve over 850 organizations and 2.2M employees across 116+ countries.
The challenge
Process Flexibility: Although the previous vendor delivered results, they struggled to meet Darwinbox's growing demands, leading to workarounds and high dependency on the vendor for new process implementations.
Speed of Development: New processes and workflows were often delayed due to vendor involvement, increasing dependency and slowing progress.
Delayed Fixes: Promised features and fixes were frequently delayed, hindering Darwinbox's support team from meeting customer demands.
Data Discrepancy: Persistent glitches and data discrepancies, with temporary fixes instead of permanent solutions, were a major concern.
Escalating Costs: As the team grew, the escalating license costs became unsustainable for multiple stakeholders needing system access.
The implementation
The Darwinbox team needed a scalable, easy-to-use tool and discovered HappyFox through a customer at a CX leadership forum, quickly taking a liking to the solution.
Simplicity
The intuitive HappyFox UI made onboarding seamless, with new agents easily adapting to the system.
Ease of Use
The team found HappyFox easy to use, with a minimal learning curve.
System Uptime
Darwinbox was impressed by HappyFox's robust uptime, even with many users and complex workflows.
Admin Flexibility
The management team appreciated the ability to control the system at an admin level without relying on support.
