DevRev: Making Applications and Data Silos Invisible

Data silos—every SaaS company’s nemesis in the quest for true customer-centricity. No matter how fast tech evolves or how loudly we champion innovation, silos persist, slowing collaboration, splintering insight, and creating friction where there should be fluidity. As applications proliferate, crucial information often becomes scattered across various tools and departments, isolating data that teams need to collaborate and deliver a cohesive customer experience. This fragmentation leads to inefficiencies, duplicated work, and missed opportunities.

Just as Nutanix once promised to “make infrastructure invisible,” DevRev is on a mission to make applications and the data silos within them invisible, thanks to our groundbreaking technology, Airdrop.

What Does “Invisible” Mean?

For DevRev, making data invisible means creating an experience where information flows seamlessly to the right people at the right time, regardless of where it originates, or the application or system in which it resides. Imagine a workplace where developers, product managers, and customer-facing teams don’t have to navigate a maze of apps, jump between a dozen applications, or wrangle scattered data to stay in sync. Instead, information arrives naturally and contextually, woven into workflows so teams can focus on what they do best: innovating and solving customer problems.

Airdrop, DevRev’s intelligent data-sharing technology, is the engine that makes this vision a reality. By transforming data from diverse sources into a unified, accessible layer called a Knowledge Graph, Airdrop essentially makes applications and their data silos “disappear,”creating a cohesive ecosystem of insights and collaboration. Here’s how it works.

How Airdrop works: Bridging silos, streamlining experiences

At its core, Airdrop is an invisible data orchestrator, bringing data from diverse sources together and making it contextually accessible to anyone who needs it.

• Automated data retrieval and organization:

Airdrop bi-directionally syncs data across DevRev-connected applications in real time, regardless of the app or department that generated it. Customer feedback, feature requests, bug reports, usage metrics; Airdrop organizes it all, making it accessible wherever it’s needed.

• Contextual data delivery:

Imagine a developer working on a new feature. Without leaving their workflow, they can instantly access related customer feedback or relevant analytics brought in through Airdrop. The data arrives when and where it’s needed, eliminating the need to hunt across different systems or seek out context that could impact decision-making.

• Seamless cross-team collaboration:

Airdrop creates a shared, invisible layer of data across all teams. Product managers gain insights into what developers are working on, while support teams see real-time updates on features that matter to customers. Silos dissolve, leaving behind a connective tissue that keeps teams aligned.

• Real-time, effortless, and invisible:

Airdrop operates in the background, providing a real-time feed of the data everyone needs without adding extra steps. With DevRev’s Airdrop, data is no longer a barrier, it’s a bridge. It eliminates the need for manual reporting or frequent sync-ups. Data simply flows where it’s needed, as if the barriers between applications never existed.

Why AI needs knowledge to drive real impact

It’s tempting to view AI as the ultimate solution for smarter decision-making and customer insights. But, in reality, AI alone can’t provide value without the right data and context. Intelligence only becomes actionable when it’s fed with comprehensive, accurate, and relevant data. The real challenge lies in accessing the knowledge hidden across applications and data silos within an organization.

While many organizations possess a wealth of information about their customers; preferences, pain points, trends, this data is often scattered across various structured and unstructured formats, from emails to support tickets to product metrics. These isolated sources leave AI blind to a complete, interconnected view of customer knowledge.

Building a Knowledge Graph to feed AI

Airdrop addresses this issue by creating a Knowledge Graph that centralizes and contextualizes every piece of customer-related information. This Knowledge Graph acts as a single, unified structure, weaving together data from multiple sources into an interconnected network. With this setup, AI can finally work from a 360-degree view of the business.

• Unified view of customers:

Through the Knowledge Graph, all customer information, feedback, interactions, product usage, and more, is centrally accessible and interconnected. When AI queries the graph, it pulls from a holistic data spectrum, uncovering trends and insights that are invisible within separate silos.

• Structured and unstructured data integration:

The Knowledge Graph doesn’t discriminate between types of data. Structured data like customer demographics and unstructured data like support transcripts are integrated, giving AI a richer, more nuanced dataset.

• Actionable intelligence, on demand:

When powered by the Knowledge Graph, AI can deliver relevant insights precisely when needed. A customer success agent handling a support request, for instance, might receive AI-driven recommendations based on recent interactions, sentiment analysis, and usage patterns, providing instant, contextually relevant insights.

Feeding the invisible power of AI

In this environment, AI transforms from a passive tool to an active enabler, equipped with the knowledge it needs to drive decisions, guide interactions, and predict customer needs. The Knowledge Graph is the linchpin of this transformation, an invisible yet essential framework that empowers AI to elevate every team member’s effectiveness and every customer interaction’s relevance.

With Airdrop, DevRev is not just making applications and data silos invisible; we’re unlocking the true potential of AI by feeding it the right knowledge. This creates a seamless and powerful connection between the organization and its customers, where intelligence becomes a dynamic force in every interaction.

Embracing the invisible future

As companies grow, so do their data challenges. But rather than adapting to a landscape of increasingly fragmented tools and data silos, DevRev’s vision is to let companies thrive in an invisible ecosystem where the applications they rely on become secondary to the impact they’re able to create.

With Airdrop and the Knowledge Graph, DevRev is making applications and data silos invisible. What remains is a seamless, efficient collaboration experience where teams are united by information, not divided by it!

Ready to experience the transformation? Discover how DevRev can make data silos disappear and collaboration seamless. Learn more here.