The company
Velocity Global is a global workforce platform and services leader, empowering companies to hire anyone, anywhere, across 185+ countries. Velocity Global excels in navigating the complexities of hiring, paying and managing a borderless workforce - all while ensuring compliance with a myriad of international laws and regulations. Their expansive reach makes it essential to deliver exceptional support and have a best-in-class solution to drive their support operations. We spoke with Vishnu Ravikumar, Vice President of Strategy and Planning at Velocity Global, to learn why his team switched to DevRev and how they’re using DevRev to drive operational efficiency and customer delight.
The challenge
Prior to using DevRev, Velocity Global primarily relied on another vendor to power its customer support operations. Vishnu noted, "As our business has evolved, our previous vendor wasn't the right fit anymore." This eventually led to a reliance on manual processes, with employees often maintaining individual spreadsheets to track workflows. The team sought a more modern solution that would help their team to scale and provide even better experiences for their customers.
System limitations with the previous vendor prevented us from implementing the cutting-edge automation solutions we dreamed of: allowing data and work to flow seamlessly for our operational support team and our customers. Having an AI-based classification system like we have in DevRev that routes tickets to the correct parts and features, that has been such a game changer for us.
Vishnu RavikumarVP Strategy & Planning, Velocity Global
The solution
In the summer of 2024, Velocity Global migrated to DevRev to increase their support team’s efficiency and boost customer satisfaction. Velocity Global’s implementation of DevRev brought together nearly 400 employees from across the world. Vishnu reflected, “The implementation went really well. It was an ambitious project with high operational complexity on a short timeline - and we successfully delivered against our goals.”
Throughout the implementation process, Velocity Global met weekly with the DevRev team to ensure a smooth migration. For example, Velocity Global utilized AirSync to migrate 600 macros from their previous vendor, making it simple for their support agents to hit the ground running. The collaboration between the Velocity Global and DevRev teams, along with the ease of setting up workflows through agentic AI-driven automation, resulted in a successful implementation.
During our DevRev implementation, every person I interacted with went above and beyond.
Vishnu RavikumarVP Strategy & Planning, Velocity Global
The impact
The migration to DevRev allowed Velocity Global to automatically assign tickets to support groups for the first time. As a result, the team has brought First Response SLA achievement and Full Resolution SLA achievement up to near-perfect scores when compared with achievement rates using their previous vendor.
Velocity Global looks forward to additional impacts on customer satisfaction with the rollout of Computer, by DevRev, one of the key features on their roadmap. With Memory, support teams will gain faster access to contextual information, enabling quicker responses and more accurate resolutions.
DevRev’s intuitive and responsive vistas and in-app reporting will continue to lay the groundwork for more data-based operational improvements. The switch from the previous vendor to DevRev empowered Velocity Global's teams to manage global operations more precisely, fostering a collaborative and supportive work environment.
The product is objectively better than anything I've seen before. I did not expect that in just 6 weeks, our teams would be well acclimatized to working all day every day in DevRev. After implementing the AI automations, we're already seeing a reduction in overall ticket handling times. That's a big metric for us.
Vishnu RavikumarVP Strategy & Planning, Velocity Global
Top features:
- Customer record management
- Customer support portal
- PLuG
- Vistas
- In-app custom dashboards
- SLA management
- Snap-Ins
- Computer Memory
The benefits
- Effortlessly migrated 600 macros from Zendesk using the AirSync feature
- Migrated 900k tickets using AirSync
- Enabled 350+ users to support their global customer base
