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Darwinbox’s Journey to Intelligent HR

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70%

Same-day issue resolution

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40%

Issues auto-resolved by AI

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Darwinbox, a forward-thinking HRMS provider, has reimagined its customer support function through a blend of deep expertise and emerging AI technology. With a sharp focus on speed, transparency, and specialized knowledge, Darwinbox delivers a support experience that’s smarter, more responsive, and truly customer-centric.

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HEADQUARTERS

Hyderabad

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INDUSTRY

HRMS

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EMPLOYEES

400+

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Pain Points & Challenges

Darwinbox’s rapid growth brought new challenges to their support experience—customers needed faster, expert-driven solutions while the team faced increasing volume and complexity.

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Inefficient Support Resolution

Support was previously less specialized, with experts spread thin. L1 same-day resolution languished at just 28%, slowing down customer experience.

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Fragmented Information & Expertise

Documentation and expertise were not easily accessible. Customers struggled to locate solutions quickly, causing unnecessary delays and repeat queries.

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Limited Transparency

Many customers lacked visibility into ticket progress, making for a frustrating experience and frequent follow-ups.

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Global Coverage Gaps

With clients spread across time zones, real-time assistance was often unavailable, delaying fixes beyond local working hours.

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The Solution: Darwinbox Next-Gen Support

Pioneered by CTO Vineet Singh, Darwinbox transformed support through targeted process refinement, deep team specialization, and a powerful suite of AI-driven tools.

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Expert Teams & Process Optimization

  • Strategic Team Alignment: Support teams now mirror engineering structure; experts focus on specific HR modules rather than general coverage.

  • Module Specialization: Darwin experts became true subject matter specialists, enabling rapid and precise solutions.

  • 3-Layer Triage Model: A new SLA-driven workflow (L1-L3) ensures escalation and resolution with minimal delays.

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AI-Powered Self-Service

  • Sense AI Portal: 1700+ solution articles auto-suggested, solving 40% of issues instantly—no ticket needed.

  • Self-serve Enhancements: 39 new automations empower clients to resolve common issues independently (e.g., revoking custom flows, now handled instantly without a support ticket).
  • Feedback Loop: Instant feedback leads to continuous service improvements.​
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Technical Innovations

  • Integrated Ask Darwin Portal: Support now accessible seamlessly within Darwinbox—no separate login required.

  • Visual Issue Recorder: Screen/audio recording for tickets, helping cut down clarification cycles.

  • Secure Neo User Logins: Temporary, auditable backend access for troubleshooting—all compliant and recorded.

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Global Availability

Staggered team shifts now span global time zones, ensuring expertise is available when customers need it most.

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Zero Dev Effort Integration

With just a single line of code, Darwinbox deployed Beacon across its platform. No APIs or backend changes were needed—Beacon operated using front-end logic and behavior.

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Impact

Enhanced Customer Experience

  • Same-day L1 issue resolution soared from 28% to 70%+

  • Deep documentation and AI tools eliminated tickets for 40% of queries

  • Support teams became true experts through focused specialization

  • Transparent ticket tracking and feedback delivered continuous improvements

  • Ask Darwin and Sense AI enabled instant self-service for the most common queries

     

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