Sapcle
Sapcle is a global IT consulting organization that focuses on empowering employees and promoting its
philosophy of ‘employee entrepreneurship’ and ‘brand building’. Headquartered in Dubai, Sapcle has
development centres in several major Indian cities and a lot of international customers.
The Customer Support Challenge
Sapcle started out supporting customers through their email boxes. It was hard enough keeping all
conversations under control when it was just one product and one inbox, but when Sapcle expanded
its product range, things got real messy. They soon found themselves scrambling to keep track of the
constant inflow of support requests and were barely able to deliver support, let alone the exceptional
support experience their international customers had now come to expect.
Fast acknowledgement and quick updates, the keystone of Sapcle’s approach to customer support, was
rapidly becoming a relic of the past when Sapcle realized it needed to turn things around. The support
process was clearly not able to cope with the current size of the business. They needed a support tool that
could cope and grow with the business.
© 2012 Freshdesk, All rights reserved. To learn more visit us online at http://www.freshdesk.com
At a Glance
Base Dubai, UAE
The Checklist Multi-product support capabilities A knowledge base Community forums Ease of use.
The Driving Factor A robust help desk with a rich and easy to use interface
Favorite Capability Multi-product support capability
“ Freshdesk is our first customer support tool and it will be the last for as far as we can see.
It gives us everything we want, in a simple and affordable package
-Ramesh SrinivasanSapcle
© 2012 Freshdesk, All rights reserved. To learn more visit us online at http://www.freshdesk.com
The Requirements
Even though Sapcle had decided to invest in a support solution to organize all
its communication, they did not have the luxury of time or resources to spend
months in implementation and training their team. So, the biggest requirement
on their checklist was ease of use.
The tool had to be equipped to handle multiple products, an important
requirement as far as Sapcle was concerned. And they wanted the solution to be
robust enough to cope and grow to handle the load as Sapcle grew. They didn’t
want a tool that would just be able to handle the present customer base - they
wanted a tool that would help them scale up and grow in the future. They were
clear that they wanted to use a solution that would help them get to where they
wanted to be faster, smoother and easier.
The Freshdesk Experience
When Sapcle began using Freshdesk as its support solution of choice, their custom-
ers, especially the international ones, were able to tell the difference almost immedi-
ately. No email went unanswered and there was a radical improvement in response
time - by over 57% on average.
With Freshdesk, Sapcle also expanded its customer support reach to include Face-
book and Twitter under its umbrella. With their presence firmly established on the
social media scene, Sapcle is now able to listen in whenever their customers talk
about them.
“Providing support for multiple products used to be a messy, complicated process.
But Freshdesk has helped simplify things.”, says Ramesh Srinivasan, Sr. Executive at
Sapcle. “Since Freshdesk, we’ve seen a dramatic rise in our customer satisfaction,
especially during the sales and support cycles. We’ve never been happier!”
© 2012 Freshdesk, All rights reserved. To learn more visit us online at http://www.freshdesk.com