The company
Phenom is a talent experience management platform designed to help companies attract, engage, and retain top talent through the power of AI and automation. It brings together tools for every stakeholder in the hiring process including candidates, recruiters, hiring managers, and employees into a single, unified platform. From AI-powered job recommendations and personalized career sites to automated interview scheduling and internal mobility tools, Phenom simplifies and accelerates the entire talent journey.
By making the experience smarter and more personalized at every stage — whether it's helping a candidate find the right role faster, enabling recruiters to focus on the best-fit applicants, or supporting employees in their career growth, Phenom helps organizations build stronger teams and deliver better business outcomes.
The challenge: Bridging communication gaps in a complex ecosystem
Before moving to DevRev, Phenom sought to streamline their ticketing and issue resolution processes. Multiple handoffs between customers, support, and engineering teams resulted in prolonged resolution times and communication bottlenecks. To address this, the team wanted more transparency about who was spending the most time resolving tickets and a modern tool to streamline team collaboration.
Their teams needed to synchronize data across a diverse tech stack including ServiceNow, Jira, Salesforce, Slack, Looker, and Snowflake. Information lived in separate systems, making it difficult for teams to access complete customer context when solving problems.
The solution: Implementing DevRev's unified platform
In the summer of 2024, the Phenom team adopted DevRev. DevRev's ability to synchronize tickets and issues with all relevant fields significantly reduced the need for back-and-forth communication and manual updates across departments. This shift improved operational efficiency while fostering better collaboration and faster resolution times, aligning more closely with Phenom's evolving needs and goals.
With DevRev, we've significantly reduced our ticket resolution time by 30%, enhancing our overall support efficiency.
Mark MacDonaldVice President of Global Customer Care, Phenom
The impact: Enhanced collaboration, faster resolution, measurable results
Improved support operations
Phenom's adoption of DevRev has significantly improved support operations by allowing L1 and L2 teams to collaborate within the same tool, leading to a 30% decrease in ticket resolution time and a 29% decrease in time to close tickets. Customer self-service options reduced the number of tickets per support agent, while proactive incident prediction minimized business impact.
Enhanced team collaboration
The platform eliminates the communication bottlenecks between customers, support, and engineering. Teams now collaborate in a unified environment, with two-way sync between DevRev and Jira keeping product development aligned with customer needs.
The Ticket Insights Dashboard is a huge contribution towards driving the operational rigor within the teams by the support manager on a daily basis. It enables the manager to drive what is important using insight. It is working as expected, so we are happy with this Ticket Insights dashboard.
Srinivasa Rao BonigaSenior Director, Support Engineering
The bottom line: A transformation in support and development operations
Phenom's implementation of DevRev delivers impressive business results:
- Slashed mean time to resolution by 30%
- Decreased average days to ticket closure by 29%
- Improved collaboration between L1 and L2 support teams
- Reduced project costs and increased operational efficiency
- Accelerated time to market for new features and products
By adopting DevRev, Phenom transforms how they support their Talent Experience Management platform, achieving:
- Unified access to customer and product information
- Faster onboarding and insight generation for new product launches
- More responsive support for complex customer inquiries
- Development priorities informed by actual customer needs
The benefits
- Support teams access complete customer context in one location
- Development teams understand customer priorities more clearly
- Customers receive faster, more accurate solutions
- New team members onboard more quickly with centralized information
- Leadership gains comprehensive visibility into operations
Top features
→ ServiceNow Airdrop
→ Turing assist
→ Ticket clustering
→ Jira Airdrop Snap-in
→ Customizable dashboards for SLA tracking
