Customer service isn’t just a department; it’s the heartbeat of Suntell, the innovative force behind loan management software predominantly used by community banks and credit unions. This philosophy resonates deeply with Anna Yang, Suntell’s Senior Implementation/Training Specialist, who passionately asserts, “We talk to our customers so much, we have to provide exceptional service.”

The Inefficient Communication Hurdle

Despite their commitment to stellar customer service, Suntell faced challenges as their operations scaled. Initially, they relied on a homegrown database to log and track customer questions. This system soon began to show cracks as Suntell scaled their business. With an expanding team, the predominantly email-based communication with customers became inefficient and quite time-consuming.

“Support representatives communicated with customers via email, meaning others in the company wouldn’t know what was going on unless the support rep remembered to copy and paste the email exchange into a work order,” explains Yang. The result? Customer frustration, hours of agent time spent, and missed opportunities for collaboration.

To add to the chaos, the support team had to navigate three different systems to store and track information. For a small, dynamic company like Suntell, this was far from ideal. The need for a more efficient, integrated solution became glaringly obvious.

Discovering the TeamSupport Difference

Yang embarked on a mission to find software that would revolutionize their communication processes and amplify their team collaboration. It wasn’t just about finding another tool—it was about finding the right tool; one that could embody Suntell’s customer-first ethos while boosting efficiency.

Enter TeamSupport: a game-changing customer support software that proved to be a perfect fit for Suntell. Unlike some impersonal competitors, TeamSupport stood out with its personal touch and dedication to customer care. The fact that Eric Harrington, TeamSupport’s CCO, was readily available to answer questions underscored this point.

“It shows that everyone at all levels of the company really cares about their customers,” Yang notes, spotlighting a 100% improvement compared to their previous help desk system.

Seamless Integration and Efficiency with TeamSupport

Since onboarding TeamSupport in 2010, Suntell’s efficiency has soared, handling approximately 2,700 tickets annually and saving an estimated 20% in staff time. Here’s a closer look at how TeamSupport made this possible:

• Omnichannel Support: This feature consolidates all communications into one central system. No more fragmented email chains; all correspondence now occurs within the ticket, allowing customers to log in anytime to view their ticket status and updates.
• Reduced Duplication: Previously scattered across three different systems, all their data is now centralized within TeamSupport. This consolidation has led to cleaner, more streamlined operations.
• Effective Ticket Management: Similar tickets can now be linked, allowing developers to track related customer requests for new features or services. This insight lets customer support agents provide more coherent and informed responses.
• Seamless Integration with Other Tools: TeamSupport is able to easily integrate with any tech stack. For Suntell, the standout was how simple it was to connect to MailChimp. This eliminates the need for manual mailing list management. “Now, when a customer registers on our website, it automatically creates a ticket, which syncs into MailChimp to automatically add the individual to our mailing list,” Yang elaborates.

The Tangible Benefits

Embracing TeamSupport has transformed Suntell’s customer service landscape. The software’s seamless operational integration, coupled with a significant reduction in duplicated efforts, has empowered Suntell’s team to focus more on what matters most—nurturing customer relationships and delivering remarkable service.

It’s a clear reminder that in the realm of customer support, the tools you choose can either make or break your service. For Suntell, TeamSupport has proven to be an invaluable ally, ensuring they remain steadfast in their mission to provide nothing short of exceptional service.

The Bottom Line

Suntell’s journey exemplifies the profound impact that the right customer support software can have on a growing company. By eliminating inefficiencies and fostering a culture of seamless communication and collaboration, they have set a new benchmark in customer service excellence. With TeamSupport by their side, Suntell continues to thrive, delighting customers while solidifying its reputation for outstanding support.