From email chaos to unified support: C-DATA’s operational transformation

The Company

C-DATA is a leading technology distributor in the Israeli market, supporting thousands of partners and end customers across cloud and hardware ecosystems. Its portfolio includes global vendors such as Microsoft, Acronis, AWS, Wasabi, Optimize365, HPE, Dell, and Zerto.

Operating at the intersection of cloud services, licensing, and physical infrastructure, C-DATA delivers Tier1 and Tier2 support for complex, multivendor environments. As customer expectations grew and support volumes increased, the company identified the need to evolve beyond an email-centric support model and establish a scalable, transparent operational foundation.

The challenge

C-DATA’s support operations were historically managed through email and multiple partner tools. As volume and complexity increased, this approach became unsustainable.

Support requests were spread across inboxes and external vendor systems, making it difficult to maintain visibility and accountability. Escalations across multiple vendors required manual coordination, while customers had no structured way to submit requests, track progress, or understand ticket status without direct followups.

Agents spent a significant amount of time responding to repetitive questions, searching across vendor documentation, and manually updating customers. Issues could be delayed or lost in long email threads, increasing frustration for both customers and internal teams.

As the business continued to scale, it became clear that incremental improvements would not be enough. C-DATA needed a unified system that could support multivendor operations, hardware and cloud services, and growing customer demand without increasing operational overhead.

The solution

C-DATA implemented DevRev as the operational platform supporting its end-to-end support lifecycle. The goal was not simply to replace existing tools, but to establish a single source of truth that reflects how the company actually operates across cloud services, hardware, and vendor escalations.

DevRev was introduced as a foundational layer, consolidating fragmented channels and enabling structured workflows aligned with C-DATA’s real world processes, including multilingual support and multivendor coordination.

Hardware asset lifecycle as a first-class workflow

Beyond ticketing, C-DATA structured its hardware operations by introducing assets as core operational records. Hardware devices are imported via APIs and enriched with metadata such as serial numbers, models, warranty status, ownership, and deployment history.

Each asset can be directly linked to support tickets, internal discussions, and activity timelines. This provides agents with immediate context when handling hardware related issues and creates a living system of record for every device supported by the organisation.

By unifying hardware data with support workflows, C-DATA transformed hardware incidents from fragmented, manual processes into predictable and traceable operations.

Unified ticketing across customer channels

All customer interactions are consolidated into a single ticketing system. Customers can submit and track requests through a dedicated portal, while email and messaging channels are captured into the same unified view.

This approach replaced fragmented communication with clear ownership, consistent tracking, and full visibility for both customers and support teams.

Structured workflows that reduce manual effort

C-DATA configured automated workflows that reflect its operational reality. Ticket timelines are tracked automatically, vendor escalations are monitored end-to-end, and customers receive proactive updates without requiring manual followups from agents.

Internal workflows include automated followups, auto closures for inactive cases, and distinct handling paths for hardware and software incidents. These structures ensure that each request is routed to the appropriate expertise while reducing operational noise.

The impact

The new operational model delivered immediate and measurable improvements.

Customers now rely on a structured portal rather than email to submit and track requests, significantly reducing uncertainty and repetitive status inquiries. Hardware and cloud services are managed with consistent visibility, allowing agents to resolve issues more efficiently and with better context.

By linking assets directly to tickets and maintaining warranty and device history within the system, hardware incidents are handled with greater accuracy and less back and forth. Clear separation between hardware and software workflows ensures that requests reach the right teams quickly.

Most importantly, the platform enabled C-DATA to scale its support operations without proportional increases in headcount, creating a sustainable foundation for future growth.

Key capabilities

Business outcomes

Looking ahead

Building on this foundation, C-DATA is expanding the role of automation and AI across its operations. Future initiatives focus on proactive support, faster knowledge discovery, and improved customer self-service experiences across its cloud and hardware business lines.

As vendor integrations deepen and operational intelligence increases, C-DATA continues to evolve its support model to meet growing customer expectations while maintaining efficiency and control. DevRev remains a key platform enabling this transformation as part of a broader, longterm operational strategy.