The company
Founded in 2015, FOSSA is a leading provider of automated open source license compliance and vulnerability management solutions. Their platform enables organisations to mitigate legal and security risks in their software development lifecycle, helping engineering teams track licenses, detect vulnerabilities early, and remediate issues quickly.
Headquartered in San Francisco, California, FOSSA is trusted by top enterprises across industries to maintain control over their software supply chain while accelerating secure innovation. By integrating into existing workflows, FOSSA empowers development teams to ship compliant, secure software with confidence.
We spoke with Manuel H., VP of Success and Support at FOSSA, to understand why they chose DevRev and how it helped transform their customer support operations.
The challenge
FAME Inc. faced significant barriers to leveraging their internal data effectively. As the company grew, employees increasingly struggled to find relevant information scattered across multiple disconnected systems including Zendesk, Jira, and SharePoint. This fragmentation led to wasted time, reduced productivity, and delayed decision-making.
The company recognized AI's potential but lacked clarity on implementation and maintenance. Their siloed systems couldn't communicate seamlessly, limiting automation possibilities and workflow efficiency. Additionally, employees weren't highly tech-savvy, raising concerns about introducing complex AI solutions without overwhelming teams.
I use the software daily—it works exactly as it should. It helps me organize and refine information, and I love that it provides source links so that I can give clients clear answers and show where the info comes from. It's made my work more efficient and improved the flow of my day.
The solution: Enterprise search platform
FAME chose DevRev's Enterprise Search solution to transform how their teams access and utilise collective knowledge. The implementation centred around DevRev's patented Airdrop technology, which unified previously siloed data sources into a comprehensive knowledge graph.
DevRev's solution provided FAME with a conversational AI interface—essentially "ChatGPT for the workplace"—that could seamlessly query both structured data (customer issues, billing information) and unstructured data (documents, conversations, market insights) through natural language.
Being able to link issues from JIRA back to DevRev, not just the other way around, is a huge time saver. We reduced our backlog by about a hundred tickets through this cleanup. We've come a long way, and efficiency has really been going up
The impact: Unified knowledge, automated resolution, measurable results
Since implementing DevRev, FOSSA has experienced transformative gains across operations. The unified system helped bridge silos and elevate support productivity:
- 40% reduction in support-related costs
- 57% faster resolution time, now averaging 12d 1h
- Increased collaboration between support, engineering, and customer success
- Proactive engagement through real-time issue visibility and alerts
- Centralized communication and streamlined workflows
- Scalable operations, delivered in a cost-efficient manner
With DevRev, FOSSA shifted from reactive support to a connected, efficient, and proactive experience.
We evaluated our legacy vendor’s AI capabilities, and it was difficult to even get them to come to the table. In contrast, with DevRev, it was easy to get a demo, meaningful engagement, and quickly build confidence that we could adopt DevRev to be our modern, elegant platform of choice.
Data Backed Transformation
- Migrated 10,000+ existing tickets
- Established 2-way sync with JIRA
- Customised ticket forms in the Support Portal
Support & Optimisation Phase
- Reduced overall support costs by 40%
- Implemented AI sentiment inference and severity tagging
- Automated internal workflows and alerting
- Configured notifications for CS and Sales
AI Adoption Phase
- Launched AI workflows for ticket clustering and root-cause detection
- Adopted Search Agent for enhanced searching
- Created an agentic experience across the org for internal knowledge access
Top Features:
- AirDrop migration for existing tickets
- JIRA 2-way sync
- PLuG in-app support widget
- Custom Support Portal forms
- AI-powered sentiment and severity inference
- Multi-team workflows and real-time notifications
- Analytics dashboards and filters
Benefits:
- 40% faster ticket resolution
- 57% drop in resolution time
- Improved coordination between support and engineering
- Real-time visibility into issue status
- Automation of routine support tasks
- Reduced backlog by 100+ tickets
- Enhanced customer communication and transparency
- Scalable, future-proof support operations
