How Orum built a collaborative, AI-ready support engine
4 min read
Last Updated
4 min read
Last Updated
Company
Orum
Employees
51-200
Founded
2018
Headquarters
Remote, USA
Industry
Software Development
Orum is an AI-powered live conversation platform founded in 2018 that helps sales teams build relationships and drive pipeline growth over the phone. By connecting easily with popular systems like Salesforce, HubSpot, and Outreach, Orum lets sales teams work within their familiar tools while focusing on closing deals.
We spoke with Brian Mullin, Senior software engineer at Orum, to learn why they chose DevRev and how it transformed their support operations.
Before adopting DevRev, Orum couldn't accurately identify and track users across their different CRM systems. As customer data moved between Salesforce, HubSpot, and other platforms, the support team needed a reliable way to maintain user identity to solve customer problems effectively.
Their previous support system created several roadblocks. It forced support agents into one-on-one conversations with customers, making it hard to bring in teammates when needed. Support agents also struggled to access complete customer histories, making it difficult to solve recurring issues efficiently.
As a company that helps sales teams have better conversations with prospects, Orum found these support limitations prevented them from delivering the excellent service their own customers deserved.
In 2024, Orum adopted DevRev to bring their support operations together and solve their user identification challenges. The DevRev system's ability to maintain a consistent user identity across platforms became essential to Orum's support strategy. Support teams could now track customer histories and access the context they needed to address complex customer issues.
Brian found the DevRev PLuG setup remarkably simple:
The initial setup of the DevRev PLuG was very straightforward. It didn't take long to get it running in my local development environment, and I didn't even need to reach out for support - that was great.
The process began with adding the script tag and initializing the SDK on the frontend, followed by obtaining an access token via the backend. This smooth onboarding experience enabled Brian to focus on tailoring the PLuG to Orum's specific needs.
The integration was characterized by exceptional collaboration with DevRev's team:
Getting direct access to your engineers was invaluable. For any engineer integrating an API, being able to speak directly to the engineers and get questions answered is the holy grail, and that's exactly what happened.
Since adding DevRev to their toolkit, Orum has seen major improvements in how they support customers. The system keeps track of each user's history across platforms, completely changing how they solve customer problems.
DevRev’s ability to maintain data integrity across systems eliminated the risk of redundant or mismatched records, giving the support team a trusted single source of truth.
We've seen a 360-degree improvement in the ticketing experience for our support team, which directly leads to better support for our users.
Orum has especially benefited from the conversation feature, which connects to tickets but remains separate. Unlike their old system that locked agents into one-on-one support conversations, DevRev lets anyone handling a customer conversation tag teammates for help using internal comments. This creates a truly collaborative support environment.
By connecting teams and providing helpful context about each customer, DevRev has helped Orum make their support more efficient and effective.
Adding DevRev has led to real improvements in Orum's support performance:
These improvements are just the beginning of how Orum is transforming with DevRev, with more AI-powered features planned for the future.
Orum sees their work with DevRev as just the first step toward even better customer support through AI-powered tools. Brian shared his excitement:
Danny (Orum’s head of support) has been emphasizing that this is just the beginning with DevRev. I admire your company for leveraging the power of AI, which opens up incredible possibilities for expanding feature sets.
With new AI tools on the horizon, including features that track user behavior and integrate with Slack, Orum is on track to get a complete view of their customers. This partnership helps them deliver modern, efficient support that anticipates customer needs, setting them up for continued growth and innovation.
