When XLDent and MacPractice, two software companies serving distinct customer bases, were acquired by Valsoft, their legacy homegrown ticketing systems just couldn’t keep up with new support demands. The decision to implement TeamSupport’s integrated ticketing and chat solutions transformed their support operations, making them faster, smarter, and more customer-focused.
We sat down with Kevin Kuhns, Senior Director of Support & IT, to talk about his experience with TeamSupport, and how powerful tools like AI and integrated live chat have helped navigate acquisitions, a remote workforce, and a growing customer base without sacrificing top-notch support.
Challenges
Before TeamSupport, XLDent and MacPractice were grappling with outdated, disconnected ticketing systems that siloed communication and fragmented support efforts. The team also lacked robust reporting and analytics, making it nearly impossible to track key metrics or spot emerging issues. Additionally, agents struggled to manage multi-channel communications, resulting in slower response times and diminished customer satisfaction.
Solution
Enter TeamSupport—an all-in-one B2B customer platform that brought their support operations into the modern age. With its integrated ticketing and chat solutions, TeamSupport provided:
- Centralized Ticketing and Chat: All customer interactions—whether by phone, email, chat, or portal—now flow into one unified space, streamlining communication and boosting team collaboration.
- Enhanced Analytics and Reporting: Real-time analytics empowered support leaders to make data-driven decisions, spot issues early, and optimize workflows.
- AI-Powered Efficiency: TeamSupport’s AI-driven ticket summarization slashed administrative tasks, giving agents more time to engage with customers.
- Multi-Channel Support: From chat to email to self-service portals, customers now have multiple, seamless ways to connect with support when they need it the most.
Results
The shift to TeamSupport was nothing short of transformative:
- Greater Efficiency: Integrating ticketing and chat eliminated redundant tasks, accelerating resolution times and freeing up team capacity.
- Enhanced Customer Experience: A single, unified communication hub allowed for quicker, more informed responses, elevating customer satisfaction.
- Data-Driven Decisions: Analytics shed light on trends and pain points, enabling proactive problem-solving and strategic adjustments.
Interview highlights
“When we activated TeamSupport’s customer hub, our clients just loved it—they really appreciate having the option to use one central place to open, update, and close tickets. TeamSupport actually helped save a couple of our clients from churning because of how quickly we were able to resolve their tickets.”
“Adding live chat was a game changer for us. Before we integrated support ticketing with live chat, agents were having to take the contents of the chat manually and create support tickets, which is time consuming. We were up and running within a week, and immediately we started shaving off about 10 minutes per ticket.”
“We had no reporting or analytics capabilities before adopting TeamSupport. Now, it’s amazing how quickly I can get actionable support data, including CSAT scores that our whole team can access.”
“TeamSupport’s ability to summarize a ticket with AI has saved us so much time. I can now analyze a ticket in 30 seconds or less.”
“TeamSupport has made it very easy for me to manage support at multiple companies. If you’re on the fence about adopting TeamSupport, do some research, make a plan—and take the leap. It’s going to make your life a lot easier.”
Lessons Learned
The leap to TeamSupport showcased the power of modern, integrated support systems. Among the biggest lessons learned were that:
- Centralizing communications sharpens team collaboration and slashes resolution times.
- Data and analytics are game-changers for proactive support and smarter decision-making.
- Multi-channel support options are crucial for meeting diverse customer expectations.
Conclusion
XLDent and MacPractice’s journey with TeamSupport is a testament to what’s possible with the right support technology. They’ve not only modernized their ticketing systems but also transformed how they engage with customers—faster, smarter, and more effectively.
Next Steps
Looking ahead, the companies plan to deepen their use of TeamSupport’s powerful features, exploring more AI-driven tools and seamless integrations to push their support operations even further.