The company
FAME, Inc., founded in 1978 and now part of Aquila Software under Constellation Software Inc., is a leading school management specialist serving post-secondary institutions across the U.S. and Canada. With over 45 years of expertise in Title IV funding and compliance, FAME has become a trusted partner for career and trade schools by providing a comprehensive suite of solutions that include student information systems, admissions CRM, financial aid processing, and compliance consulting. The company supports more than 1,200 school locations and has processed over $3.5 billion in federal student aid funds. Known for simplifying complex regulatory processes, FAME combines powerful software with expert guidance to help institutions efficiently manage student lifecycles, streamline operations, and remain compliant making it a cornerstone for schools seeking both operational efficiency and regulatory confidence.
We spoke with Courtney Baldwin., Financial Aid Specialist at FAME Inc., to understand why they chose DevRev.
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.
Courtney BaldwinFinancial Aid Specialist
The solution: Enterprise search platform
FAME chose Computer to transform how their teams access and utilise collective memory. The implementation centred around DevRev's patented AirSync technology, which unified previously siloed data sources into a comprehensive memory.
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.
But here's what changed everything for FAME: their AI doesn't just read and summarise like other platforms. FAME's teams can now create intelligent agents through simple conversations, describing what they need in plain English. These agents execute complex workflows, create tickets, update records, and coordinate across teams automatically syncing back to FAME's existing systems.
The impact: From fragmented search to effortless memory access
The Transformation Journey
The shift from FAME's previous fragmented information landscape to DevRev's unified memory represented a fundamental change in how teams work. What once required navigating multiple platforms, piecing together incomplete information, and spending hours searching for answers became as simple as having a conversation.
DevRev's AirSync technology seamlessly ingested FAME's existing data from Zendesk, Jira, SharePoint, and other systems without disrupting daily operations. The implementation created an intelligent memory that not only unified disparate data sources but maintained the critical relationships between them, understanding context, permissions, and data lineage.
Cultural Shift in Information Access
The most significant transformation wasn't technological but cultural. Teams shifted from a mindset of "where can I find this information?" to "what do I need to know?" The conversational AI interface became the single point of access for collective knowledge, fundamentally changing how employees approach problem-solving and decision-making.
Support agents, developers, and product managers now operate with complete contextual awareness. Instead of working with partial information or outdated data, they engage with the company's full knowledge base through natural language queries that understand intent and deliver precise, actionable insights.
Breaking Down Organizational Silos
Perhaps most importantly, DevRev eliminated the invisible barriers between departments. Information that was once trapped in specific systems or accessible only to certain teams became part of a shared knowledge ecosystem. This democratization of information fostered cross-functional collaboration and ensured consistent, informed responses across all customer touchpoints.
AI-driven intelligence for sustainable growth
DevRev's cutting-edge data visualization and source citation capabilities have positioned FAME for continued growth. The platform's ability to understand and maintain relationships between different data sources ensures that as FAME scales, their information architecture remains intelligent and accessible.
The conversational interface, powered by frontier large-language models customized for workplace deployment, continues to learn and improve, making information access increasingly effortless over time.
Data-backed transformation
Since the rollout in June 2025, the data shows clear improvements in operational efficiency:
- +10 hrs saved every user each week
- ~40% faster ticket resolution when DevRev is used
- Up to 75% faster resolution in specific cases
- Consistent adoption across the team through June and July
Benefits
FAME's adoption of DevRev's Enterprise Search delivers meaningful improvements across operational efficiency, information access, and user satisfaction. Key outcomes include:
Enhanced Daily Operations
- Streamlined information retrieval - employees quickly find relevant information without navigating multiple systems
- Eliminates context switching between Zendesk, Jira, SharePoint, and other platforms
- Improved query accuracy with contextually aware answers versus traditional keyword search
Operational Improvements
- Consolidates software tools by replacing multiple read-only licenses with one conversational interface
- Accelerates onboarding for new employees who can immediately access institutional knowledge through natural language queries
- Reduces bottlenecks from dependency on subject matter experts for routine information requests
Better Decision-Making Foundation
- Real-time data access ensures decisions are based on current information across integrated systems
- Complete source transparency with citations enables confident, well-documented decision-making
- Cross-functional insights allow teams to understand broader context and dependencies before taking action
