A Travel Payments Platform Leaves Zendesk to Scale Support Without Scaling Headcount

A mid-market travel payments platform in EMEA left Zendesk for DevRev to scale support without scaling headcount, using AI and workflow automation to cut both handling time and incoming ticket volume while keeping costs flat.

Company

The customer is a mid-market travel payments platform operating in the EMEA region. This case study is presented anonymously at the customer's request.

Challenge

The company needed to support its growth objectives without scaling headcount exponentially. It was dissatisfied with Zendesk's workflow automation and AI capabilities, and found adding those capabilities prohibitively expensive. The team wanted a solution that consolidated systems and supported extensive automation.

Solution

The company replaced Zendesk with DevRev, drawn by its search capability, flexibility, modern UI, API-first approach, and flexible workflows with third-party integration. AI and workflow automation now reduce time spent per ticket, reduce the number of incoming tickets, and improve overall agent efficiency.

Impact

The move let the team scale support in step with the business rather than with headcount: