4 min read
Last Updated
Company
ActionIQ
Employees
201-500
Founded
2014
Headquarters
New York, New York
Industry
Data Platform
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.
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
ActionIQ selected DevRev to create a seamless connection between support and engineering operations. The implementation delivered:
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.
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.
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.
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.
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
ActionIQ's implementation of DevRev delivered concrete business results:
By adopting DevRev, ActionIQ transformed their approach to customer support and engineering collaboration, achieving:
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
We're a DevRev client, and it has been a game-changer for us.
The results
Summary
Rapid resolution time
Better alignment between engineering and support teams cut median incident resolution times by 67% and reduced customer ticket resolution times by 50%.
Faster follow-up responses
With DevRev, ActionIQ has achieved a 60% reduction in turnaround time for responses to customer tickets.
Increased agent productivity
Improved organization of work items, combined with workflow automation through Snap-Ins, drove a 68% increase in the number of incidents closed within Level 1 Support (per agent, per month) and an overall 18% increase in the number of incidents closed (per agent, per month).