The company
Skedulo is a leading workforce management platform that helps organizations optimize their mobile workforces through intelligent scheduling, resource allocation, and real-time operational insights. With a global customer base spanning multiple time zones and industries, Skedulo's support team manages complex technical integrations and high-priority customer issues that directly impact their clients' field operations. The company's commitment to delivering exceptional customer experiences required a support platform that could scale with their growing business while maintaining the efficiency and visibility their global teams needed.
We spoke with Rajdeep Hazarika, Director of Global Technical Support APAC at Skedulo, to learn why his team chose DevRev and how they’ve transformed support efficiency, empowered self-service, and gained unified visibility across product, engineering, and customer operations.
The challenge
Before implementing DevRev, Skedulo faced significant operational challenges with their customer support infrastructure. After migrating from Zendesk to Salesforce’s Service Cloud in 2022 for cost savings, the company experienced a dramatic loss in functionality and efficiency. "The migration added 30% overhead to managing tickets," explains Raj, reflecting on the cumbersome nature of their previous system.
Service Cloud proved to be clunky and required "too many clicks" for basic operations. The platform failed to attach reference numbers properly, leading to duplicate tickets and confused customers. The customer portal was so poor that Skedulo stopped encouraging its use, forcing teams to rely on email communication which caused loss of critical metadata like ticket priority and SLA context.
Customer information remained siloed across different systems, making ticket escalations frequent and painful. API and email integrations were weak, and images uploaded to tickets were stored separately rather than being tied to conversations. Without auto-updates or visibility into who was viewing or typing, global teams often duplicated work across time zones.
The siloed nature of our customer data and the lack of real-time visibility meant our global teams were constantly stepping on each other's work, while critical context was lost in translation
Rajdeep Hazarika Rajdeep Hazarika, Director of Global Technical Support APAC, Skedulo
Perhaps most frustrating was the stalled Knowledge Management System, which remained dormant for two years due to operational overhead. The original Salesforce implementation had taken five months, required expensive professional services, and consumed 50% of Skedulo's time despite having dedicated Salesforce support staff assigned to the project.
The solution
Skedulo chose DevRev after being impressed by its clean, intuitive approach that immediately inspired confidence. Unlike their previous experience, the migration to DevRev through AirSync was seamless and quick, requiring no additional costs or professional services.
DevRev restored the Zendesk-like capabilities Skedulo had lost, including auto-updating cases, article summaries, and real-time notifications, while going far beyond with advanced workflows, SLA management, automation, and hybrid search functionality. The platform empowered agents to build automations themselves without relying on product teams, with Raj noting that a typical ticket lifecycle requires approximately 15 workflows, which DevRev makes practical and manageable.
Key implementation highlights included a Lumary integration that automated customer association in 15 seconds for approximately 30% of APAC ticket volume. The AI-driven Knowledge Management System was revitalized with auto-summarized articles, freeing agents to focus on content creation rather than administrative tasks.
DevRev also delivered an AI classifier that automated ticket categorization by product hierarchy, significantly reducing manual triage time. Throughout the implementation, the team described DevRev as delivering exactly what was promised without the typical enterprise software complexity.
The migration to DevRev was seamless with no extra costs and no endless configuration. We regained everything we lost with Salesforce, and more. Workflows, automation, SLAs, even AI-driven knowledge management. It all just worked out of the box.
Rajdeep Hazarika Rajdeep Hazarika, Director of Global Technical Support APAC, Skedulo
The impact
Skedulo has achieved remarkable improvements across all key operational metrics. The most significant transformation has been the reduction of ticket overhead from 30% to just 5%, representing a six-fold improvement in operational efficiency.
Support efficiency has increased dramatically through consolidated workflows and integrations that eliminated context switching. The Jira integration now seamlessly connects support with engineering teams, while AI-powered workflows accelerate both triage and resolution processes. These improvements have directly contributed to better median time to resolution and enhanced SLA compliance rates.
Visibility across the organization has improved through custom dashboards that provide real-time insights into SLA adherence and priorities. Leadership now has a unified operations view that enables data-driven decision making and proactive resource allocation.
With DevRev, our support team can build automations themselves without relying on product teams. A ticket lifecycle needs around 15 workflows, and now we can design and run them easily.
Rajdeep Hazarika Rajdeep Hazarika, Director of Global Technical Support APAC, Skedulo
Top features
- SLA management and automated compliance tracking
- Advanced workflow engine supporting 15+ workflows per ticket lifecycle
- Hybrid search capabilities across all customer data
- AI-powered Knowledge Management with automatic article summaries
- Lumary integration workflows for automated customer association
- Self-service support portal with PLuG search functionality
- Seamless Jira integration connecting support and engineering teams
- Real-time updates and notifications across global teams
The benefits
- Reduced ticket management overhead from 30% to 5%, delivering 6x operational efficiency improvement
- Revitalized Knowledge Management System after two years of stagnation
- Lumary integration automated manual processes for 30% of APAC ticket volume
- Empowered agents to create automations independently without product team dependency
- Achieved 90% confidence in problem resolution capabilities across all support scenarios
