Rationalization of the customer relationship for more than 15,000 companies

Part of one of the world’s largest private enterprise software companies, Trilogy, DevFactory serves Fortune 500 companies worldwide. She uses Zendesk to measure, improve and streamline her support operations at several newly acquired companies.

What can IT software departments learn from 100-year-old manufacturing principles? A lot, as DevFactory proves. By bringing classic manufacturing techniques such as assembly lines, kaizen, kanban, and lean manufacturing to the IT world, DevFactory is helping many of the world’s most valuable companies radically save costs while delivering High quality.

DevFactory’s portfolio includes all sizes of business, with clients ranging from small businesses to Fortune 500 and Global 2,000 companies. Scale and standardization are at the heart of its operating model; 5,000 remote employees worldwide drive the company’s success. “We are the engine that defines and operates the 100% remote operating model of the new era, focused on standardization and simple, uniform processes,” said Rahul Subramaniam, CEO of DevFactory. “We take a lot of inspiration from the manufacturing industry, which values ​​consistent quality and does things the same way. »

Resolving customer queries requires the same systematic approach if the support team wants to improve over time, and that’s where Zendesk comes in.

A unified customer support platform for better relationships

DevFactory started looking for a unified support platform that would allow them to build better relationships with their customers in 2018. Each of the companies they acquired had their custom support platforms, and customer interviews revealed that these platforms did not work as well as expected. It became clear that DevFactory needed a central customer support solution, with uniform processes and measures.

According to Subramaniam, DevFactory’s goal was to immediately start using standardized processes and best practices, which is why Zendesk is an ideal choice. “As the market leader in customer support, Zendesk had best practices and templates that we could use right out of the box,” he says. “We didn’t want to reinvent the wheel, we just wanted to start improving.”

DevFactory and Zendesk have partnered to quickly and easily implement a platform and customer support team that meets DevFactory’s needs. Zendesk helped the customer service team identify a set of metrics they could use to measure performance, which were also incorporated into a support dashboard. Metrics have been broken down into weekly, monthly, and quarterly metrics, allowing the team to constantly track its performance.

The team consists of three levels of support, ranging from L1 (the most basic) to L3, which sometimes calls on the technical team to help resolve queries. With Zendesk’s recommended metrics, employees at each of these levels now understand how they can deliver the high-quality service customers expect.

Since then, DevFactory’s customer support has shifted entirely from an ad-hoc operation to a highly streamlined, goal-oriented operation. This includes ensuring that its knowledge base content is useful to agents and customers. “Previously, our deviation rates were less than ideal because the quality of our knowledge content was below average. Now we have new tools in place to check the quality of content directly from the source when someone submits an article,” says Subramaniam. “It helps the support team deliver consistent quality service and quickly have productive conversations with customers.”

Quick, meaningful and satisfying wins with self-service

In 2019, a series of acquisitions by DevFactory nearly tripled ticket volume. To help stay on top, the team has invested in self-service with the help of Zendesk Guide to encourage customers to help themselves. With a robust help center that covered a huge range of products (90+), the team’s continued investment in improving its self-service capabilities yielded benefits with uptimes. Faster resolutions and a 178% increase in Help Center views over two years.

Another testament to DevFactory’s efforts is that the self-service ratio (the ratio of help center views to tickets generated) has more than doubled from 9:1 to 20:1 over the course of the same period. This means that more people found answers in the Help Center than those who registered tickets. In just five months in 2020, DevFactory’s CSAT score went from 89.2% to 94.8%. One of the factors that enabled this was the focus on self-service; the investment in self-service was designed to encourage faster resolution times and a better customer experience.

Going forward, DevFactory’s goal is to further streamline and standardize its business model and processes so that it can easily onboard and onboard support teams from newly acquired companies. This is a major step towards DevFactory’s vision of being an example of how businesses can and should operate. “We try to create a no-nonsense operating model where we make all decisions centrally about operations across our entire organization,” says Subramaniam. “It gives us economies of scale that we wouldn’t have had otherwise.”

Joseph P. Harris