FOSSA’s unified support strategy for elevated customer experience
4 min read
Last Updated
4 min read
Last Updated
Founded in 2015, FOSSA is a leading provider of automated open source license compliance and vulnerability management solutions. Their platform enables organisations to mitigate legal and security risks in their software development lifecycle, helping engineering teams track licenses, detect vulnerabilities early, and remediate issues quickly.
Headquartered in San Francisco, California, FOSSA is trusted by top enterprises across industries to maintain control over their software supply chain while accelerating secure innovation. By integrating into existing workflows, FOSSA empowers development teams to ship compliant, secure software with confidence.
We spoke with Manuel H., VP of Success and Support at FOSSA, to understand why they chose DevRev and how it helped transform their customer support operations.
As FOSSA scaled, they faced operational inefficiencies rooted in disconnected support, engineering, and customer success tools. Their existing setup involved:
The support team was burdened with repetitive tasks, while engineering had limited insight into how their work affected customers. The lack of a unified customer view made it difficult to prioritize issues and deliver proactive support.
FOSSA needed a scalable, integrated system that could centralize information, reduce manual work, and embed AI to drive efficiency.
We are only 10 days into the relationship and already ahead of our anticipated launch schedule. The DevRev CS team is excellent and exceeding expectations. A world of difference from our incumbent vendor.
In mid-2024, FOSSA adopted DevRev to unify their support, engineering, and customer success operations on a single, AI-native platform. Their objective: establish scalable foundations and streamline collaboration between teams.
The implementation process began with a smooth onboarding:
A major breakthrough was the ability to sync issues both ways between JIRA and DevRev, streamlining collaboration:
Being able to link issues from JIRA back to DevRev, not just the other way around, is a huge time saver. We reduced our backlog by about a hundred tickets through this cleanup. We've come a long way, and efficiency has really been going up
Since implementing DevRev, FOSSA has experienced transformative gains across operations. The unified system helped bridge silos and elevate support productivity:
With DevRev, FOSSA shifted from reactive support to a connected, efficient, and proactive experience.
We evaluated our legacy vendor’s AI capabilities, and it was difficult to even get them to come to the table. In contrast, with DevRev, it was easy to get a demo, meaningful engagement, and quickly build confidence that we could adopt DevRev to be our modern, elegant platform of choice.
