The company
LuxCreo is leading the healthcare industry with its advanced 3D printing technology, creating personalized medical and dental solutions that enhance patient care. Their platform empowers healthcare providers to design and produce customized devices such as aligners, retainers, and dentures, right in the clinic, enabling same-day treatments that improve patient outcomes and accessibility.
LuxCreo's integrated approach combines specialized 3D printers, automation software, and proprietary materials to deliver fast, high-quality results, setting new standards in precision and convenience for medical and dental care. Their innovations drive a vision for a future where high-quality, personalized health solutions are accessible to all, empowering clinicians and enhancing the well-being of patients worldwide.
We spoke with Greg Johnson, Customer Support Services Executive at LuxCreo, to learn how they're leveraging DevRev to transform their complex reseller operations.
The challenge
LuxCreo recognized early on that delivering innovative 3D printing solutions to a vast network of resellers and end-users involved more than just technology, it required intelligent systems capable of autonomously handling complex relationship management.
With two-thirds of their business conducted through resellers, who often have thousands of customers, tracking interactions and managing data became increasingly challenging using traditional manual processes.
Their homegrown customer platform lacked the sophisticated automation capabilities needed to scale effectively. Greg noted, "We'd reached the point where you can't just deal with things through email. You've got to be able to look back and understand how you're executing against your support plan." This labor-intensive process underscored the need for an intelligent, unified platform that could autonomously streamline data management and enable LuxCreo to enhance productivity while supporting the growth of their extensive reseller network.
The solution
When LuxCreo partnered with DevRev, it was clear that its agentic AI capabilities could tackle their need for intelligent, autonomous management of complex customer relationships.
DevRev enabled LuxCreo to define intelligent workspaces for individual users and companies, allowing resellers to seamlessly switch between different organization tickets with autonomous system guidance. This streamlined operations for resellers managing multiple client accounts, replacing manual and time-intensive processes with AI-powered automation.
Beyond ticket management, DevRev autonomously captured and modeled critical operational data — including hardware specifications, materials inventory, software details, shipment dates, and version tracking. With real-time operational intelligence and predictive insights, LuxCreo gained clear visibility into key operational information. The system continuously monitored shipments, flagged anomalies, and surfaced potential issues before they could affect customers.
Our previous Customer platform was a homegrown system. We didn’t have a competitors’ product to which we are comparing our DevRev journey. Though, as a Director of Customer Success, I know with DevRev that there's been an improvement, I know that our efficiency is higher, and I know things aren't falling through the cracks like they did previously.
Greg JohnsonCustomer Support Services Executive, LuxCreo
The impact
Through DevRev LuxCreo transformed data management and reseller operations with intelligent automation that eliminated the need for manual reports. Customer interactions, shipments, and product data were continuously processed in real-time, giving teams immediate access to the insights they needed.
DevRev’s predictive intelligence brought exceptional visibility into hardware, materials, and software data, helping LuxCreo move from reactive support to proactive problem resolution. The smart agents enabled faster decision-making, proactive customer care, and efficient resource allocation — ensuring consistency and scalability across their reseller network.
This transformation streamlined internal processes, strengthened reseller relationships, and positioned LuxCreo as a more agile, responsive leader in the 3D printing space. Since implementing DevRev, customer satisfaction has reached nearly 100%, a direct result of the platform’s autonomous capabilities and proactive support.
With DevRev, we're managing things in a platform that gives me the visibility I didn’t have before. It has provided a lot of value to the organization because we're following good processes that are enforced by a system. We'd reached the point where you can't just deal with things through email. You've got to be able to look back and understand how you're executing against your support plan.
Greg JohnsonCustomer Support Services Executive, LuxCreo
Top features
- Intelligent Customer Workspace Management: Agentic AI-powered workspaces that autonomously organize and manage individual users and companies, enabling seamless switching between organization tickets
- Autonomous Data Visibility: Real-time monitoring and predictive insights into hardware, material, and software information with automated version tracking
- Smart Ticket Management: AI-driven ticket routing and tracking across resellers and end users for autonomous issue resolution
- Predictive Data Modeling: Consolidated operational data with proactive alerts that surface issues before they impact customers
The benefits
- Eliminated manual tracking through intelligent automation of customer activities
- Achieved unified insights with AI-powered centralized dashboards that autonomously generate reports and recommendations
- Enabled seamless scalability for reseller network growth through predictive resource allocation
- Reached nearly 100% customer satisfaction through consistent, AI-enhanced support delivery
- Transformed reactive support into proactive, predictive customer care with DevRev
That's a lot of what we've been able to focus on with DevRev: how do we have a system that reinforces that? How do we want our customers to receive support? We weren't measuring CSAT before, but now with DevRev, our satisfaction is almost a hundred percent. The outcome is clear.
Greg JohnsonCustomer Support Services Executive, LuxCreo
