Atomicwork enables cross-functional customer support with DevRev

The company

Atomicwork is an agentic service management tool for modernizing ITSM and ESM, and streamlining business workflows. Employees in large companies often have to navigate an increasingly complex maze of departments and tools to find information and resources. Atomicwork solves this challenge, delivering better employee experiences and higher productivity. With AI agents, the company makes it seamless for employees to surface relevant information and get their issues resolved in seconds.
As Atomicwork grew and the demand for customized service offerings increased, it became evident that an integrated, robust tool was necessary to enhance its operational efficiency. We spoke to Ramesh Ganapathy, Chief of Staff at Atomicwork, to understand how the company has streamlined customer support with DevRev.

The challenge

At Atomicwork, customer support is an organization-wide priority. “We have a very hands-on support process,” says Ramesh. “We need to custom build capabilities for many of our customers and respond to issues quickly so they enjoy the experience and trust us.” Engineers often get on support calls themselves and engage with customers through Slack and Teams channels. The sales team, solution engineers, developers, and designers collaborate closely to form, what Ramesh calls, ‘a 360-degree support team’.

However, existing customer support tools didn’t fully accommodate this kind of a collaborative cross-department support process. Atomicwork had tried using Hubspot for knowledge management and Slack/Teams to channel customer requests, but they couldn’t find the right fit that integrated these tools effectively. When the team was first introduced to DevRev, our vision of consolidating siloed data across departments and tools resonated heavily.

The solution

Implementing DevRev transformed the way Atomicwork handled support and development. The team first consolidated its entire knowledge base in DevRev and implemented PLuG, DevRev’s chat widget within the app. This allows customers to easily access help articles, troubleshoot with AI-generated responses powered by the knowledge base, and raise requests without having to leave the app. “DevRev’s PLuG widget helps us be more proactive with our customer support, sound human when we respond to customers and make sure no customer request falls through the gap,” says Ramesh.

Atomicwork has also made DevRev the single source of truth for capturing all customer interactions, no matter where they take place. With DevRev, the team was able to directly convert customer emails and relevant Slack conversations into trackable tickets, increasing response times, and customer satisfaction.

Looking ahead

Looking ahead, Atomicwork plans to implement issue tracking within DevRev to consolidate bug tracking alongside support requests. The team predicts that integrating L1 customer support and issue tracking will significantly improve issue resolution times. This data will also improve the accuracy of customer health scores, allowing the customer success team to anticipate customer needs and prevent churn. “Once we get our developers onboarded to DevRev, it will capture everything we need in one place and we can say goodbye to the other platforms we’re currently using,” says Ramesh. The team also plans to use DevRev’s Gen AI capabilities to create smarter workflows that can improve team collaboration.

Atomicwork has successfully paved the way for increased operational efficiency and heightened customer satisfaction. With DevRev, Atomicwork has embraced a future of greater integration and collaboration - both internally and with customers.

Top features

→ PLuG
→ Issue tracking
→ Knowledge base
→ Customer portal
→ Email integration
→ Slack integration