Phoenix Secure Elevates Customer Support and Sales with DigitalOcean Gradient Platform

Based in Delhi and led by CEO Varun Mahajan, Phoenix Secure is a GPS tracking service serving 500,000 customers. Phoenix Secure is focused on reducing rising fleet expenses, reducing vehicle operating costs, and managing their customers’ field personnel actively. With a wide range of services and half a million customers, Phoenix Secure encountered unique challenges when scaling, with Mahajan noting that “customers need 24 hour services.”

They found this especially true during the pandemic, as Mahajan explained: “2020 was a hard year for everyone and we realized that manpower is going to be tough. If our employees cannot work, we cannot run our company,” Mahajan recalls. The company struggled with several critical issues in scaling their operations, including training bottlenecks with new employees, retention after training customer service agents, the requirement of 24/7 support, and the rising costs of hiring a workforce. These challenges along with the rise of new agentic AI platforms led Phoenix Secure to explore AI as a way to automate their customer support, enabling them to grow more easily.

The Search for Solutions

When looking for the right AI solution, Mahajan’s team conducted an extensive evaluation of available platforms. They evaluated OpenAI, DeepSeek, N8N, and other LLMs searching for the best platform for their needs.

However, each platform presented limitations: “Everything was leading us to an inconsistent kind of an agent process that was missing something. OpenAI did not have the tools we required. The APIs were not there at that time. N8N or different platforms for building agents were all restricted by something. You could not make vector databases or you could not host your own files.”

Why DigitalOcean Gradient Platform

When DigitalOcean Gradient Platform was launched in early 2025, Mahajan found the comprehensive solution they were searching for. “With DigitalOcean we got an option to host our vectors, databases, and agents. Agents were also pay as you go. That was very easy to get started with and it was very easy to adapt also.”

Several factors made Gradient Platform the clear choice—it was easy to integrate with their existing DigitalOcean-hosted applications and provided a comprehensive solution that met all of their needs, including vectorized databases, uploading files, and APIs. Plus, the affordable pricing meant it would support Phoenix Secure’s business as they scaled.

The long-standing relationship with DigitalOcean also played a crucial role, as Phoenix Secure had already been working with DigitalOcean for ten years and was comfortable moving forward with additional solutions.

From Side Project to Standalone Product

Using the Gradient Platform, Varun began to build their AI agent. As they realized the power of AI agents for their use case they realized it could be used by others as a standalone product, and launched the product as LeadAssist—a comprehensive bot platform that enables businesses to deploy both sales agents and support agents through an intuitive interface.

The platform offers dynamic, conversational AI agents rather than traditional static chatbots, serving both sales and customer support functions. “With agents you train them once. You then share new data and keep retraining them. This is the solution,” shares Mahajan.

Measurable Business Impact

Since launching LeadAssist to support Phoenix Secure, the results have exceeded expectations across multiple metrics Mahajan tracks :

• Customer satisfaction and retention: “After launching the agents, we’ve seen our customer retention go much higher than before. Our customers are much more satisfied with the customer queries that they raise. They answered the very instance that they asked a question.”

• Sales growth: “We’ve seen sales rise by around 30 or 40 percent.”

• 24/7 availability: The company now provides round-the-clock support without the traditional challenges of human staffing.

Expanding AI Capabilities

Looking ahead, Mahajan envisions significant expansion of their AI capabilities: “What we are doing right now is we are providing text-based agents, that are for support or sales or some other tasks that would be only achieved by chats. We see ourselves rolling out much better modules of our AI agents that are capable of identifying images, doing customer processes, KYC processes, as well rolling out voice based agents and video based agents.”

The company is also exploring real-time data integration for more dynamic agent responses, particularly for voice and video interactions where “latency matters a lot.”

The DigitalOcean Advantage

Throughout their journey, DigitalOcean’s support has been instrumental to their success: "With Gradient Platform, the support has been excellent. When we were developing the APIs in case of an issue, the response was good and response times were not a problem,” Varun shared.

Phoenix Secure’s transformation from manual, limited-hour support to AI-powered 24/7 customer service demonstrates the practical impact of choosing the right AI platform. By leveraging DigitalOcean’s AI offering, they’ve not only solved their immediate operational challenges but positioned themselves as market leaders in India’s AI agent space.

The company’s success story illustrates how DigitalOcean Gradient Platform can improve operational efficiency and enhance competitive advantage, turning challenges into even greater business opportunities. As they continue expanding their AI capabilities, Phoenix Secure remains at the forefront of India’s digital transformation, powered by DigitalOcean’s innovative solutions.