Phenom boosts operational efficiency and SLA performance with DevRev

The company

Phenom stands at the forefront of talent experience management, utilizing artificial intelligence and automation to transform hiring processes and enhance employee experiences. Serving recruiters, hiring managers, employees, and candidates, Phenom offers a comprehensive suite of tools, including AI-driven job matching, personalized career sites, recruitment tools, and more. These features optimize the entire talent lifecycle, from attracting and engaging candidates to retaining and developing employees. This enables businesses to hire strategically and gather insights into their talent management processes. Phenom is dedicated to supporting enterprises in managing and enhancing the full spectrum of talent acquisition and employee growth.

With people at the heart of Phenom’s mission, the team set out to deliver an exceptional support experience that truly elevated their customers' journeys. We had the opportunity to meet with Prasada Rao Bojja, the Director of Engineering at Phenom, to learn the driving factors behind his team's decision to choose DevRev and hear about their experience so far.

The challenge

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.

The solution

In the summer of 2024, the Phenom team adopted DevRev. DevRev's ability to synchronize tickets and issues with all relevant fields significantly reduced the need for back-and-forth communication and manual updates across departments. This shift improved operational efficiency while fostering better collaboration and faster resolution times, aligning more closely with Phenom's evolving needs and goals.

The impact

Phenom’s adoption of 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. The strategic use of DevRev’s data-driven insights and dashboards has empowered the team to monitor critical KPIs like SLA compliance and response times, driving continuous improvement. Additionally, DevRev’s two-way sync with Jira has unified product management and support workflows, reducing the need for multiple tools and enhancing collaboration. As a result, Phenom has seen improvements in SLA performance, agility, and responsiveness, aligning with their commitment to delivering exceptional service to clients.

By focusing on data-driven insights and strategic planning, Phenom aims to enhance their operational efficiency and service delivery further, ensuring that their support system remains responsive and agile.

The benefits

→ Slashed MTTR by 30%
→ Decreased average days to ticket closure by 29%

Top features

→ ServiceNow Airdrop
→ Turing assist
→ Ticket clustering
→ Jira Airdrop Snap-in
→ Customizable dashboards for SLA tracking