SingulrAI accelerates feature delivery with DevRev’s unified platform
8 min read
Last Updated
8 min read
Last Updated
SingulrAI provides an enterprise AI governance and security platform designed to help organizations streamline, secure, and manage large-scale AI adoption. Their robust solution offers visibility, control, and risk mitigation for all AI tools and usage within a business, addressing critical issues such as data leakage, shadow AI, and AI sprawl. This enables safe, compliant, and cost-effective AI innovation for forward-thinking enterprises across industries.
Founded by seasoned technology leaders with deep expertise in AI and enterprise software, SingulrAI has quickly established itself as one of the fastest-moving startups in the GenAI security and governance space.
As SingulrAI scaled rapidly, the team’s growing customer base brought new operational complexities. With conversations happening across emails, Slack, and phone calls, keeping every interaction organized and timely became increasingly challenging. “Our team was often engaged across multiple channels—calls, emails, and messages, making it difficult to maintain a unified view of ongoing conversations,” the team shares.
Customer-facing documents were scattered across different platforms like PDFs, Google Docs, various tools, creating confusion and inefficiency. Before weekly and bi-weekly customer checkpoints, the team spent hours manually preparing slide decks and readouts instead of focusing on meaningful problem-solving discussions.
The team required a centralized system to track customer queries, feature requests, and feedback. Important conversations risked falling through the cracks. Teams couldn't determine when they had acknowledged an email or whether a response was pending, leading to potential gaps in customer communication.
When evaluating solutions, the team assessed several traditional platforms including Jira, Jira Cloud, and Trello, alongside various documentation and support tools. However, they needed something different, a solution that could adapt to a startup's fast pace without the rigid constraints of conventional sprint planning, while also providing integrated support and documentation capabilities to avoid the complexity of managing multiple vendor integrations.
Communications were happening at multiple channels, multiple places, and many times we were struggling to keep up with the volume of those conversations. We needed a single source of truth.
SingulrAI chose DevRev for its "now, next, later" framework and integrated approach that eliminated the need for multiple vendors. The team started with DevRev from day zero, implementing the platform systematically across three key areas.
The build module adoption came first. The "now, next, later" framework offered a refreshing alternative to traditional sprint planning, reducing friction in team adoption by eliminating the pressure of rigid timelines while maintaining clear focus and prioritization. "When I saw DevRev's now, next, later, I thought this is something new. There won't be that much friction and people will be curious to see what this is, there are no timelines or rigid time boxes that they have to follow," the team explains.
What set DevRev apart was the perfect balance of simplicity and capability. The platform was intuitive enough for quick adoption, yet provided the right level of customization without overwhelming new users. Rather than offering unlimited options that could lead teams to build overly complex systems, DevRev provided carefully designed default workflows that helped establish good practices. Teams first adapted to these proven workflows, then gradually explored additional customizations as they became comfortable.
The support module implementation transformed customer communications entirely. Email-to-DevRev and Slack-to-DevRev integrations automated ticket creation, ensuring instant customer acknowledgment and eliminating the risk of lost conversations. The team built customer-facing support dashboards where customers submit feature requests and feedback directly, creating transparency and structure. Collections and knowledge base articles centralized all documentation in a single platform, eliminating the need for separate tools and scattered PDFs.
Perhaps most valuable was the exceptional support the team received from DevRev itself. "For a startup or for someone who is operationalizing these systems for the first time, you need to have a very strong support experience and that's what we got from DevRev," the team emphasizes. Working sessions helped build effective workflows, and the support team provided guidance on customer support best practices, knowledge that proved invaluable for a team scaling quickly.
Since we have been using DevRev from day zero, I'm glad that we don't have to be in a position of making decisions about how much data we migrate to a new platform, how much we leave behind, how much we take forward.
SingulrAI has achieved remarkable improvements across operational efficiency and customer experience. The internal overhead of organizing, tracking, and communicating customer information has decreased, freeing the team to focus on building and innovation rather than administrative tasks.
Meeting preparation time has been slashed. Instead of spending hours creating slide decks before customer checkpoints, the team now simply opens the customer portal and walks through tickets together. "Our checkpoints have become very streamlined. We are spending more time on building and finding solutions and less on streamlining and collecting things in a slide deck or in a doc format," the team reports. Customer interactions have become more productive, with conversations focused on substance rather than status updates.
Customer experience has been transformed through transparency and speed. Automated ticket creation ensures every customer query receives instant acknowledgment and proper tracking. Customers access a dedicated portal where they see exactly what's being worked on, submit requests, and track progress in real-time. This visibility creates more meaningful, strategic conversations. "Even they are sort of prepared whenever we are going for those weekly or bi-weekly checkpoints. For them it's not a surprise what exactly we are going to present, they know what exactly we are going to present."
The single source of truth has eliminated confusion and miscommunication. Both internal teams and customers view the same information in the customer portal. No more digging through email threads or wondering about conversation history, everything lives in DevRev with complete context and continuity.
Looking ahead, the team is positioned to leverage DevRev's AI capabilities with all their historical data available from day zero. When they activate advanced AI features, every piece of information from their first day will be immediately accessible, no migration decisions, no lost context, no gaps in knowledge.
Multiple customers have already been successfully onboarded to the support platform, with more planned in the coming months. The team is also preparing to implement incident management capabilities to complete what they call "the circle"—connecting build, support, and incident management in one unified operational framework. With Computer's capabilities on the horizon, they're excited to leverage AI-powered support automation and intelligent ticket resolution that will further enhance their customer experience while reducing manual overhead.
DevRev is a single source of truth which is easing out the day-to-day operations for internal teams and enriching the customer experience.
