Case Study: Descope achieves faster, scalable support with DevRev

Descope drives its PLG motion using a single consolidated inbox

Descope, a provider of an identity management platform for developers, faced significant challenges scaling its support operations to handle its rapidly expanding user base. Teams were fragmented across multiple communication channels like Slack and email, leading to inefficient triaging and slow collaboration between support and engineering. They needed a unified solution from a vendor like DevRev to centralize interactions, automate workflows, and enable self-service without increasing headcount.

By implementing DevRev's unified platform, Descope integrated all customer conversations into a single inbox and leveraged AI agents to autonomously handle inquiries. The solution included automated triaging, intelligent severity assessment, and tailored self-service options. This resulted in a 54% reduction in average resolution time, a 5x faster ticket resolution rate, and the ability to scale from 10 million to over 300 million daily user sessions without adding support staff, all while maintaining 100% SLA adherence.

Descope

Gilad Shriki

Co-founder