Case Study: BetweenMarkets achieves 75% better customer support with TechExcel DevTrack and CRM

TechExcel CRM, DevTrack Cut Product Management Chores, Create Happier, More Involved Customers

BetweenMarkets, a growing B2B software company, needed to replace an antiquated mix of open source issue tracking and email with a better way to manage customer support, development requests, and cross-team communication. The company wanted a web portal for customers, real-time issue visibility, tighter integration with its development process, and faster adoption using TechExcel products.

TechExcel implemented DevTrack and TechExcel CRM to create an integrated issue tracking, customer support, and process management platform. The solution went live quickly and helped BetweenMarkets cut customer support effort by 60% to 75%, improve deployment quality by 30% to 40%, and halve day-to-day project management time while handling a much larger account load and more than tripling its support and development staff.

BetweenMarkets

Dave Raring

Customer Support Team