The company
This leading identity security provider delivers an authorization platform that helps enterprises understand, manage, and control who can and should take what action on what data across hybrid, multi-cloud environments.
The company processes complex identity security implementations for global enterprise clients, including organizations operating on major cloud platforms and with data-intensive infrastructures. As a fast-growing security player handling critical infrastructure, they needed a solution to address scaling support challenges while maintaining the high service standards required by enterprise security customers.
The challenge
Prior to DevRev, the company faced significant challenges with their customer support operations that were hindering their ability to scale effectively.
“Manual SLA tracking in Slack had become tedious and inefficient, and we were losing critical context from customer conversations with no easy way to create tickets,” explains the leadership team.
The support organization struggled with visibility restrictions due to licensing limitations in their existing system, creating scattered communication across multiple platforms. Most processes were manual, with no workflow enforcement and limited automation.
Decision-making bottlenecks were also a major concern. “Our self-service knowledge bases needed AI-driven improvements, and we lacked the automation needed to handle our growing support inefficiencies,” notes the support leadership. With CEO and CTO alignment pushing for immediate solutions, the company faced critical deadlines requiring better tracking and execution.
The fragmented nature of our support tools prevented us from implementing a systematic approach to handling complex identity security issues and properly scaling our customer success operations.”
The solution
In 2025, the company implemented DevRev powered by agentic AI to create a more intelligent approach to customer experience and issue resolution. The implementation unified their support ecosystem under a single platform, breaking down previously siloed data sources across ticketing tools and email communications.
They particularly valued DevRev's agentic AI approach, which deployed autonomous agents across their Computer memory to handle complex identity security inquiries intelligently. The agentic AI capabilities became a game-changer, enabling proactive problem-solving and intelligent escalation of critical incidents without human intervention.
The implementation focused on reimagining customer support where agentic AI makes self-service the preferred choice, elevates support agents to technical problem solvers, and minimizes the business impact of critical incidents, all contributing to customer experience as a competitive advantage.
DevRev's agentic AI platform gave us the intelligent system we needed, where support conversations could be automatically converted to tickets while preserving full context, creating autonomous workflows that scale with our growth.”
The impact
Since implementing DevRev, the company has seen transformative results across their support organization.
- Support efficiency has increased dramatically through the elimination of manual SLA tracking, automated ticket creation from Slack conversations, and agentic AI handling routine inquiries without human intervention.
- Response times have accelerated significantly, with agentic AI agents providing instant responses for common security-related questions while intelligently routing complex issues to specialized team members.
- The autonomous knowledge management system continuously learns from every interaction, improving resolution accuracy over time.
Perhaps most importantly, customer experience has been transformed through agentic AI that proactively engages customers with personalized, data-driven support. This has improved satisfaction while reducing the burden on support teams, allowing them to focus on strategic security implementations.
The switch to DevRev's agentic AI transformed how our support operates — we now spend less time on manual processes and more time helping customers achieve their security goals through proactive, intelligent assistance.”
Top features
- Agentic AI for autonomous customer support
- Intelligent Computer memory across siloed support data
- Automated Slack-to-ticket conversion with context preservation
- AI-powered SLA tracking and workflow enforcement
- Proactive customer engagement and issue prevention
- Autonomous routing and escalation pathways
- Self-learning support optimization
The benefits
- Enhanced customer satisfaction through agentic AI providing instant, accurate responses to security inquiries
- Eliminated manual SLA tracking through autonomous agents monitoring and enforcing response times across all channels
- Established intelligent workflow automation that scales support operations without proportional resource increases
- Deployed agentic AI insights for smarter resource allocation and proactive issue prevention
- Created unified support visibility with autonomous reporting and analytics accessible to all stakeholders
- Shifted support focus to high-value technical problem-solving while agentic AI handles routine customer interactions
