Unifying teams: How ActionIQ transformed support with integration

Company overview

Founded in 2014, ActionIQ has established itself as a leading Customer Data Platform (CDP) that helps enterprises tackle complex data challenges. Unlike traditional CDPs, ActionIQ delivers a unique architecture that empowers data teams to maintain governance of central data sources while giving marketing teams the freedom to analyze and activate customer data across all touchpoints. This innovative approach improves personalization and unlocks revenue throughout the customer lifecycle.

The challenge: Bridging support and engineering while scaling excellence

ActionIQ's existing workflow kept engineering tickets and customer support tickets in separate systems, creating barriers between teams. This separation led to longer resolution times and made it difficult to provide timely updates to customers. ActionIQ needed a solution to bring these work streams together and create better coordination between engineering and customer teams.

We needed to streamline communication both internally and externally to solve issues with the urgency that our customers expect and that we strive to deliver

Paul NobileSenior Director of Customer Experience, ActionIQ

The solution: Implementing DevRev's unified platform

ActionIQ selected DevRev to create a seamless connection between support and engineering operations. The implementation delivered:

1. Unified ticket management: A single environment for both customer support tickets and engineering incidents
2. Real-time visibility: Clear insights into investigation status and engineering progress
3. Streamlined communication: Integration with Slack channels synced into the DevRev platform
4. Comprehensive integration: Direct connections for Zendesk, Email, Slack, and Jira

The team focused on creating clear visibility between support agents and engineering teams, removing communication barriers that had previously slowed issue resolution.

DevRev has enabled us to align customer support more closely with engineering efforts, allowing us to resolve incidents effectively and work directly with customers on data and integration issues.

Paul NobileSenior Director of Customer Experience, ActionIQ

The impact: Seamless operations, measurable efficiency, enhanced experience

Breaking down silos

DevRev's platform eliminated the divide between engineering and support teams. Support agents now see which engineering incidents affect customer tickets, while engineers receive clear context about customer issues. With everything connected through Slack and DevRev, all team members maintain visibility into investigation status and customer communications.

Accelerating resolution

The improved alignment between teams dramatically reduced resolution times. Engineering and support now work together to address issues, with shared visibility and coordinated workflows enabling faster problem-solving.

Enhancing productivity

Support agents experienced significant productivity gains through DevRev's structured workflows and automation capabilities. Better organization of work items combined with workflow automation through Snap-Ins drove substantial efficiency improvements.

Aligning with business metrics

Beyond operational improvements, DevRev provided enhanced insights and proactive measures. CEO Tasso Argyros emphasized the strategic value:

The question is always which business metric you're trying to improve. You need to define this ahead of time. Improvements in product or customer support must reflect on business metrics such as retention or engagement

Tasso ArgyrosCEO, ActionIQ

The bottom line: Transforming support through connected operations

ActionIQ's implementation of DevRev delivered concrete business results:

• 67% reduction in median incident resolution times
• 50% faster customer ticket resolution
• 60% reduction in turnaround time for responses to customer tickets
• 68% increase in incidents closed within Level 1 Support (per agent, per month)
• 18% overall increase in incidents closed (per agent, per month)

By adopting DevRev, ActionIQ transformed their approach to customer support and engineering collaboration, achieving:

• Connected view of engineering incidents and customer tickets
• Faster resolution of technical issues
• Improved customer communication throughout the resolution process
• Enhanced support agent productivity

Looking ahead, ActionIQ continues to leverage DevRev's capabilities, particularly focusing on advanced technology to further enhance customer experience:

We have more data than ever about customer behavior, and now with advanced AI, we can take proactivity and prediction to the next level, figuring out the question behind the question

Tasso ArgyrosFounder & CEO, ActionIQ

Benefits

• Support and engineering teams spend less time on communication
• Better alignment between engineering and customer-facing teams
• All stakeholders see issue status in real time
• Teams consistently meet resolution time targets
• Customers receive faster resolutions and clearer communication
• Support operations grow smoothly with the business

We're a DevRev client, and it has been a game-changer for us.

Tasso ArgyrosFounder & CEO, ActionIQ