Case Study: CallRail achieves centralized product development and streamlined cross-team collaboration with Apptio Targetprocess

Callrail, Apptio Targetprocess and Custom Workflows and Scale

CallRail is an analytics platform that helps businesses measure the quality of calls and inbound leads. As the company grew, its simple bulletin-board task tool couldn’t serve multiple development, design, QA and customer-facing teams or reflect CallRail’s custom workflows, so they needed a central, scalable system for collaboration and tracking.

In 2016 CallRail adopted Apptio Targetprocess, using a mix of Scrum and Kanban, a Service Desk for non-engineering teams, Slack integration and a custom API to feed reports into Google Sheets. The result: fewer meetings, faster triage and prioritization of feature requests, clearer cross-team communication and time savings across teams, helping CallRail support its 65,000 customers more effectively.

CallRail

Bryan Elder

Product Director