Orum Transforms Customer Support with PLuG

The Company

Orum is a forward-thinking AI live conversation platform designed to optimize the sales cycle for its users, equipping sales teams with tools that simplify communication with prospects and leads. By integrating seamlessly with a variety of customer relationship management (CRM) systems, including Salesforce, HubSpot, and Outreach, Orum delivers a personalized experience for every user. This adaptability allows sales teams to align with their unique workflows and data sources, enabling them to focus on their primary goal—closing deals.

The Challenge

Tracking customers across various systems

Orum encountered a significant challenge in its support operations: accurately identifying and tracking individual users across its diverse CRM integrations. With user data flowing from systems like Salesforce and HubSpot, ensuring precise identification was critical for debugging and resolving customer issues.

The Solution

DevRev’s persistent user identification became a cornerstone of Orum’s support strategy. By enabling the team to track user histories, DevRev provided the context needed to address complex, user-specific workflows and data challenges. Additionally, DevRev’s ability to maintain data integrity across systems eliminated the risk of redundant or mismatched records, ensuring a seamless and reliable support experience for both Orum’s team and its customers.

Implementation

The implementation of DevRev PLuG at Orum was a straightforward and efficient process. Brian, Orum’s senior software engineer, emphasized the simplicity of the setup: “The initial setup of the DevRev PLuG was very straightforward. It didn’t take long to get it running in my local development environment, and I didn’t even need to reach out for support—that was great.” This ease of onboarding allowed Brian to quickly integrate the PLuG into Orum’s local environment, laying the groundwork for further customization.

The process began with adding the script tag and initializing the SDK on the frontend, followed by obtaining an access token via the backend. This smooth onboarding experience enabled Brian to focus on tailoring the PLuG to Orum’s specific needs, such as ensuring robust user identity tracking. The success of this initial phase set the stage for a collaborative and productive partnership between Orum and DevRev.

The integration of DevRev into Orum’s platform was characterized by a collaborative and highly supportive experience. Brian emphasized the value of direct access to DevRev’s engineering team, saying, “Getting direct access to your engineers was invaluable. For any engineer integrating an API, being able to speak directly to the engineers and get questions answered is the holy grail, and that’s exactly what happened.” This hands-on collaboration allowed Orum to address challenges quickly and effectively, particularly around user identity resolution.

Reflecting on the process, Brian acknowledged, “If I knew what I know now, the integration process would have been even smoother,” but he expressed overall satisfaction with the experience. The combination of responsive support, open communication, and technical expertise from DevRev ensured that Orum successfully implemented the SDK, achieving its goals of improving user identification and streamlining support operations.

Results

DevRev has revolutionized Orum’s support operations, empowering the team to deliver faster, more effective assistance and significantly enhancing customer satisfaction. Brian shared, “Danny (Orum’s head of support) has been highlighting the remarkable improvement in the support experience for our team, which directly leads to better support for our users.”

The conversation object, which is separate from but connected to tickets, has in particular been beneficial. Their previous support system was strictly 1:1 between the customer and support agent, and it was difficult to get others to assist the agent. In DevRev, whoever is handling a conversation they can ping someone for help in internal comments and collaborate and help each other out.

The platform’s ability to persistently identify users and track their issue histories has been transformative. This feature enables the support team to address recurring issues with greater context and precision, streamlining the resolution process. Brian noted the positive reception of DevRev within Orum, stating, “DevRev has been very well received within Orum and among our users. It’s working exceptionally well for our support team.”

By bridging communication gaps and equipping the team with actionable insights, DevRev has elevated Orum’s support operations to new levels of efficiency and effectiveness.

Looking ahead

Orum views its partnership with DevRev as a stepping stone to future possibilities, particularly through the integration of AI-powered features. Brian shared his enthusiasm, stating, “Danny has been emphasizing that this is just the beginning with DevRev. I admire your company for leveraging the power of AI, which opens up incredible possibilities for expanding feature sets.” These AI-driven tools have the potential to further enhance Orum’s support operations, from advanced user analytics to automated problem resolution.

The DevRev widget, already praised by Brian as “fantastic—very well-organized and visually appealing,” aligns perfectly with Orum’s vision of creating a cutting-edge platform. “It feels like the future, perfectly aligning with our vision of creating a cutting-edge website,” he added. A full 360-degree view of customers is a goal that they can envision reaching with DevRev’s capabilities.

With AI-driven innovations on the horizon, such as user behavior tracking and Slack-integrated AI responses, Orum is well-positioned to elevate its support capabilities. This partnership ensures a modern, efficient, and proactive user experience, setting the stage for continued growth and innovation.