6x Reduction in Ticket Overhead After Leaving Salesforce Service Cloud

A mid-market APAC workforce-management software company cut support ticket overhead from 30% to 5% after leaving Salesforce Service Cloud for DevRev, with agents building their own automations and a single integration automating 30% of ticket volume.

30% → 5%

ticket overhead

improvement in overhead

30%

of APAC ticket volume automated

A mid-market workforce-management software company serving the APAC region cut its support ticket overhead from 30% to just 5% — a 6x improvement — after replacing Salesforce Service Cloud with DevRev. The shift freed agents from routing and categorization busywork and let them build their own automations.

Company

The customer is a mid-market workforce-management software provider focused on the APAC market. This case study is presented anonymously at the customer's request.

Challenge

On Salesforce Service Cloud, the support team was spending roughly 30% of its time on ticket overhead — categorization, routing, and administrative tasks — rather than on resolving customer issues. They needed a platform where agents could build their own automations without waiting on engineering support.

Solution

After switching to DevRev, agents began building automations themselves, with no engineering dependency. An AI classifier now handles ticket categorization automatically. A single integration with Lumary automated 30% of the company's APAC ticket volume, resolving those issues in about 15 seconds each.