Before implementing Frappe Helpdesk and Learning, Gurukrupa Export faced challenges in managing support and employee learning efficiently. With 25–30 agents across multiple teams serving ~600 customers/internal employees, tracking ticket assignments, prioritization, and agent performance was complex. Daily ticket volume had scaled to 80–90, with recent fluctuations to 40–60. Learning workflows, such as assigning courses, HR-led quizzes, and appraisals, required around 10–15 customizations to match internal needs. The management team evaluated multiple solutions and chose Frappe for its simplicity, scalability, and flexibility.