TechForce partners DevRev for ANZ support automation

TechForce Services has partnered with DevRev to bring the software company's artificial intelligence platform to customers in Australia and New Zealand. Under the agreement, TechForce will handle implementation, integration and ongoing support across the region.

The partnership targets businesses dealing with heavier support workloads and longer service queues. It also broadens TechForce's services business, which has largely focused on Salesforce work, by taking DevRev's tools to new and existing customers in Australia and New Zealand.

DevRev's platform uses a company's internal product, account and support data to assist service teams. It includes a conversational artificial intelligence tool called Computer, which helps employees find answers and take authorised actions. Some defined service requests can also be handled autonomously before being passed to staff when decisions or exceptions arise.

TechForce will not only sell the platform in the market but also connect it to customer systems and provide post-deployment support. The arrangement gives local users a single services provider for setup and problem resolution.

TechForce has operated since 2015 and says it has completed more than 500 projects. It also holds Salesforce Summit partner status and has a 4.9-star rating on AppExchange, according to the company.

The move reflects a broader push by software and services providers to position artificial intelligence as a way for support teams to manage rising case volumes without proportionate increases in headcount. In Australia and New Zealand, many businesses have faced sustained pressure on customer service operations as digital channels add to the number and complexity of requests.

“Our clients have been telling us for a while that they need to handle more support volume without just hiring their way through it. DevRev gives us a tool that does that properly, and now we've got a local team who can implement and support it end to end,” said Hitesh Kumar Madan, Partner and Director, TechForce Services.

For DevRev, the agreement adds a regional delivery partner with an established customer base in the Salesforce ecosystem. The company was founded in 2021 by Dheeraj Pandey and Manoj Agarwal, who previously built and led Nutanix.

It is backed by Khosla Ventures and Mayfield, and counts BILL and ICICI Prudential Life among its customers. Its strategy centres on bringing support, product and account information together so service teams can use a single system to answer queries and complete tasks.

Regional pressure

The partnership also highlights how artificial intelligence vendors are relying on consulting firms and systems integrators to expand in regional markets. Local implementation support can be a deciding factor for businesses that want to test new service tools but lack in-house expertise to connect them with existing software and workflows.

TechForce's background spans Salesforce, MuleSoft, Boomi and now DevRev implementations. Beyond Australia and New Zealand, it also works with clients in the UK, Singapore, India and the US, although this partnership is focused on service delivery in the ANZ market.

Support automation remains a sensitive area for many companies because of the need to control access, maintain data accuracy and decide when an issue should move from a machine-led process to a human operator. As the companies describe it, DevRev's model is designed to handle defined requests autonomously while escalating exceptions with relevant case details attached.

That approach is intended to reduce routine workload rather than remove staff from the process altogether. Businesses in regulated sectors, or those dealing with more complex service environments, often require that escalation path before adopting automation more broadly.

“Support and service teams across ANZ are under real pressure to do more with the people they've got. TechForce's track record delivering Salesforce projects made them a strong fit to bring DevRev's capabilities to businesses in the region,” said Subash Nambiar, Partner Sales - ANZ, DevRev.