FOSSA’s unified support strategy for elevated customer experience

The company

Founded in 2015, FOSSA is a leading provider of automated open source license compliance and vulnerability management solutions. Their platform enables organisations to mitigate legal and security risks in their software development lifecycle, helping engineering teams track licenses, detect vulnerabilities early, and remediate issues quickly.

Headquartered in San Francisco, California, FOSSA is trusted by top enterprises across industries to maintain control over their software supply chain while accelerating secure innovation. By integrating into existing workflows, FOSSA empowers development teams to ship compliant, secure software with confidence.

We spoke with Manuel H., VP of Success and Support at FOSSA, to understand why they chose DevRev and how it helped transform their customer support operations.

The challenge

As FOSSA scaled, they faced operational inefficiencies rooted in disconnected support, engineering, and customer success tools. Their existing setup involved:

• Manual customer updates and fragmented visibility
• Engineering escalations via JIRA without real-time sync
• Bi-weekly prioritization meetings diminishing time to issue resolution
• Limited self-service options and siloed customer data
• Rising subscription costs due to tool sprawl

The support team was burdened with repetitive tasks, while engineering had limited insight into how their work affected customers. The lack of a unified customer view made it difficult to prioritize issues and deliver proactive support.

FOSSA needed a scalable, integrated system that could centralize information, reduce manual work, and embed AI to drive efficiency.

We are only 10 days into the relationship and already ahead of our anticipated launch schedule. The DevRev CS team is excellent and exceeding expectations. A world of difference from our incumbent vendor.

Manual A. HarnischVice President of Success & Support

The solution

In mid-2024, FOSSA adopted DevRev to unify their support, engineering, and customer success operations on a single, AI-native platform. Their objective: establish scalable foundations and streamline collaboration between teams.

The implementation process began with a smooth onboarding:

• Migrated over 10,000 Zendesk tickets using Computer AirSync
• Established 2-way sync with Jira (5-minute interval)
• Built customized support portal forms based on ticket subtypes with Computer for Support Teams
• Configured AI-powered sentiment analysis and severity scoring through Agent Studio for Computer
• Automated real-time alerts and workflows using Computer’s Foundational Services
• Embedded the Computer CX Agent for in-app customer support
• Deployed advanced dashboards and analytics with Computer for User Insights

A major breakthrough was the ability to sync issues both ways between JIRA and DevRev, streamlining collaboration:

Being able to link issues from JIRA back to DevRev, not just the other way around, is a huge time saver. We reduced our backlog by about a hundred tickets through this cleanup. We've come a long way, and efficiency has really been going up

Manual A. HarnischVice President of Success & Support

The impact: Unified knowledge, automated resolution, measurable results

Since implementing DevRev, FOSSA has experienced transformative gains across operations. The unified system helped bridge silos and elevate support productivity:

• 40% reduction in support-related headcount costs
• 57% faster resolution time, now averaging 12d 1h
• Increased collaboration between support, engineering, and customer success
• Proactive engagement through real-time issue visibility and alerts
• Centralized communication and streamlined workflows
• Scalable operations without requiring a dedicated people manager

With DevRev, FOSSA shifted from reactive support to a connected, efficient, and proactive experience.

We evaluated our legacy vendor’s AI capabilities, and it was difficult to even get them to come to the table. In contrast, with DevRev, it was easy to get a demo, meaningful engagement, and quickly build confidence that we could adopt DevRev to be our modern, elegant platform of choice.

Manual A. HarnischVice President of Success & Support

Data Backed Transformation

Migration & Setup Phase

• Migrated 10,000+ Zendesk tickets via Computer AirSync
• Established 2-way sync with Jira
• Customized ticket forms in the support portal using Computer for Support Teams

Support & Optimization Phase

• Reduced HC costs by 40%
• Implemented AI sentiment inference and severity tagging through Agent Studio for Computer
• Automated workflows and real-time alerts with Foundational Services
• Configured notifications for CS and Sales

AI Adoption Phase

• Launched AI workflows for ticket clustering and root-cause detection
• Adopted the Search Agent for enhanced knowledge access
• Created an agentic experience across the org by tapping into Computer’s Memory

Top Features:

• AirSync for ticket migration and Jira sync
• Computer for Support Teams for portal customization
• Agent Studio for Computer for AI-powered sentiment and severity scoring
• Computer for User Insights with advanced dashboards and analytics
• Automated workflows and notifications with Foundational Services
• Computer CX Agent for in-app customer support

Benefits:

• 40% faster ticket resolution
• 57% drop in resolution time
• Improved coordination between support and engineering
• Real-time visibility into issue status
• Automation of routine support tasks
• Reduced backlog by 100+ tickets
• Enhanced customer communication and transparency
• Scalable, future-proof support operations