Case Study: DevFactory raises CSAT to 94.8% and streamlines support with Zendesk Messaging

DevFactory + Zendesk Streamlining customer relations for 15,000+ companies

DevFactory, a Trilogy-owned enterprise software services company with 5,000 remote staff, needed to unify customer support across numerous acquired businesses that each ran their own platforms. Fragmented processes and a sharp rise in ticket volume made it hard to measure performance, maintain quality, and scale support efficiently.

Working with Zendesk (Support, Guide, Chat, Talk), DevFactory standardized workflows, dashboards, and a three-tier support model while investing in a centralized knowledge base and self‑service. The result: a jump in help‑center views (+178%), a doubled self‑service ratio (from 9:1 to 20:1), CSAT rising from 89.2% to 94.8% (June–Nov 2020), and the ability to manage 25,000+ tickets per month more consistently.

DevFactory

Rahul Subramaniam

Chief Executive Officer