August 20, 2009
TeamSupport Integrates with 37Signal CRM's HighRise
By David Sims
TMCnet Contributing Editor
TeamSupport.com has announced integration between TeamSupport and 37Signal’s CRM system HighRise.
"Customer Service/Bug Tracking and CRM products don't typically communicate with each other, so keeping their separate customer databases in-sync can be a painfully manual process," said Robert C. Johnson, TeamSupport's CEO.
Johnson said his company has "made it easy to connect the data dots. TeamSupport imports information for any contact flagged as a 'customer' in the HighRise application, then we monitor the CRM for any changes to those records and update TeamSupport."
He noted that the product can "place TeamSupport ticket information directly into the HighRise customer record as a note, complete with an active URL link back to the support ticket."
TeamSupport, a wholly-owned subsidiary of Dallas-based Muroc Systems, was created to address this "need to keep everyone in-the-loop by integrating customer service, product development, sales and QA,” Johnson said. “Having both groups working from the same knowledge base enhances internal and external communications.”
In June Muroc was named most promising company of the day byMicrosoft. In an interview Johnson said before creating Muroc he ran a software company serving the television and broadcasting industries: "We sold that company in 2006, and several people then followed me to Muroc. The other principles in Muroc all worked for me at that company and we share the same philosophies about running a company and treating customers well."
The idea behind TeamSupport.com, he said, came from "a problem we faced at my previous company. We developed software for television stations and broadcast facilities around the world, and we recognized early on that customer service was critical to the success and growth of the company."
Johnson explained they wanted to have the customer service group and the development team working with the same piece of software to track customer issues, bugs, tasks, and feature requests: "We found that there were some great help desk applications and some very good bug tracking applications, but there were no systems designed for both groups to use. After doing a thorough market search we were not able to find anything so we ended up developing our own."
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twitter.com/itexpoDavid Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Jessica Kostek