Better analytics improves SLA compliance for Habyt

Habyt is committed to providing accessible housing anywhere for everyone. Its customers—businesses and landlords—seek help with filling vacancies and with property management. Its global presence includes customer support teams spread across the world, with Salesforce serving as the customer support and ticketing system. But the platform didn’t offer the robust analytics Habyt needed to track and assess productivity, which would help identify key areas to shore up and reverse its slipping SLA compliance and customer satisfaction. Salesforce was too complicated for Habyt’s needs and less capable of generating reports of tickets, average handling time, categories of tickets, and performance of agents.

In April 2023, Habyt turned to Freshdesk for its ease of use and ability to analyze daily, weekly, monthly, and yearly performance metrics, including tickets created, resolved, and unresolved; first response SLA percentage; resolution SLA percentage; first contact resolution rate; and unresolved tickets by age. Additionally, it monitors ticket volume trends and customer satisfaction scores. The result? Habyt keyed in on better ways to support its 50 agents and create a better experience for customers.

The company

Habyt is the world's largest flexible housing company, working to improve access to affordable and sustainable living solutions everywhere. Founded in Berlin, with a presence in 50 cities around the world, Habyt set out to fix the broken coliving and housing rental model and aimed to simplify every step of the process of finding a home. Habyt manages 30,000 units with a staff of more than 400 people.

The challenge

Habyt faced significant challenges with its existing system, like limited reporting and inadequate analytics. These limitations made it hard for the company to track and analyze key performance indicators such as SLA compliance, productive hours of agents, and CSAT survey results. Without accurate analytics, the company struggled to improve SLAs, directly impacting customer satisfaction. 

Salesforce, its previous platform, was complicated and costly. It was challenging to set up and customize, it required dedicated support, and it lacked needed analytics capabilities, leaving Habyt without valuable insights into its support operations. As a result, the company was unable to optimize its support processes, which risked diminished service quality and customer dissatisfaction. 

The solution

Faced with the limitations of its old platform, Habyt transitioned to Freshdesk for its ease of use, advanced analytics, and comprehensive reporting capabilities. Implementation involved setting up Freshdesk for around 50 agents in property management, finance, and customer support. And it was a breeze. The entire transition, including migrating data from Salesforce to Freshdesk, took about two months. The experience was smooth and well-coordinated, ensuring minimal disruption to their operations.

Habyt leveraged Freshworks analytics to monitor critical performance metrics daily, weekly, monthly, and yearly. This comprehensive tracking gave the business valuable insights into its support operations, leading to better decision-making and process optimization.

“Freshdesk is a great tool for quantifying and analyzing works happening via a ticketing system,” says Mónica Bozinoski, content marketing manager at Habyt. 

With Freshdesk, built on Neo Platform and powered by AWS, Habyt met its first response resolution time SLA 96% of the time thanks to the use of templates, a feature not available in Salesforce. Habyt added a "quality" tag to tickets that were not handled correctly, generating reports based on these tickets. This feedback loop provided valuable insights for agent training, facilitating continuous improvement in response quality and overall service delivery.

“Freshworks also helped me to understand the performance of my team better”, says Claudia Rascunà, team lead at Habyt.

Freshworks simplified Habyt’s customer service operations, making it easier to manage support across different regions. The platform’s scalability allowed the organization to grow and adapt to an increasing volume of support tickets, a growing team of customer support agents, and the need to maintain high service standards across various time zones and regions. Enhanced analytics capabilities, coupled with the ability to scale efficiently, significantly improved SLA compliance and agent productivity tracking, resulting in a more streamlined and efficient workflow with improved response quality.

Impact

Since the transition to Freshworks in April 2023, Habyt has seen notable improvements in operational efficiency and customer engagement. 

The number of tickets created increased from 5,138 to 6,654 per month, indicating a higher customer interaction, and the number of tickets resolved jumped from 4,980 to 7,079 per month.

The insights from the “quality” tag and subsequent agent training have resulted in more effective responses, too. 

The number of responses received more than doubled, from 434 to 1,121, showing increased customer engagement and enabling a more accurate customer satisfaction measure.

One of the most significant changes was in the first response SLA percentage, which surged from 59% to 96%. The average first response time also saw a dramatic reduction, from about seven hours to 2.5, due to the efficiencies created by Freshdesk’s templates and streamlined communication features.