--- Title: "Phenom transforms talent experience with streamlined support and development workflows " Url: "https://devrev.ai/customers/phenom" Last Updated: "2026-04-13" Excerpt: "Phenom's support and engineering teams were trapped across ServiceNow, Jira, Salesforce, and Slack with no unified view of customer issues. DevRev unified their fragmented tech stack through real-time AirSync, giving teams complete customer context in one place. L1 and L2 support now collaborate seamlessly, resolving tickets dramatically faster while development teams stay aligned with actual customer needs." Industry: "HR Tech" Region: "United States" Solutions: "Customer Support" --- # Phenom transforms talent experience with streamlined support and development workflows ## Key Results - **30% **: reduction in mean time to resolution - **29% **: decrease in average days to ticket closure ## Company Details - **Company**: Phenom - **Employees**: 1,001-5,000 - **Founded**: 2010 - **Headquarters**: Ambler, Pennsylvania - **Industry**: HR Tech & Workforce Solutions ## 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. Computer’s AirSync feature synchronized tickets and issues across all relevant systems in real time, reducing the need for back-and-forth communication and manual updates across departments. They also tapped into Computer’s Memory to connect data from different tools, giving their support and engineering teams context on customer history, product usage, and prior interactions. 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 MacDonald, Vice President of Global Customer Care, Phenom ## The impact: Enhanced collaboration, faster resolution, measurable results ### Improved support operations Phenom's adoption of Computer by 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 were improved with Computer CX Agents, reducing the number of tickets per support agent, while proactive incident prediction minimized business impact. ### Enhanced team collaboration The platform eliminated communication bottlenecks between customers, support, and engineering. Teams now collaborate in a unified environment, with two-way AirSync between Computer 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 Boniga, Senior 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 AirSync - Computer CX Agents for customer self-service - Ticket clustering - Jira AirSync Snap-in - Customizable dashboards for SLA tracking - Computer Agent Studio-powered assist agents