PhaseWare About Us

PhaseWare About Us

Our Company

Founded in 2005, PhaseWare is a leading provider of robust and financially viable customer service and support software solutions optimized for the small and medium-sized business (SMB). There is a major distinction between installing software and implementing a solution—PhaseWare provides a tailored solution and works with customers step-by-step, not just to get up-and-running, but to achieve their goals. PhaseWare enables companies to better manage their business processes, reduce operational expenses, and significantly increase the effectiveness and quality of customer service and support. The PhaseWare Tracker Suite is uniquely designed to rapidly accelerate implementation, while simultaneously allowing customers to tailor it to their specific needs. The applications are delivered in either an on-site or software-as-a-service (SaaS) model. PhaseWare provides a competitive advantage for the SMB to serve, support, retain, and maximize the value of every customer.




Our History

Our History

PhaseWare was founded because SMBs were being underserved by the customer service and support technology community. The existing applications were designed for large enterprises, optimized for internal help desks, expensive for the value realized, and built on architectural platforms that were expensive to set up and maintain. Large companies either purchased costly products that required complex implementations and maintenance or developed their own systems internally. SMBs were left with no financially viable customer service and support software automation tools. PhaseWare's applications automate customer self service, email support, customer management, and incident management. The PhaseWare Team designed their products in partnership with an advisory group of seasoned customer support experts at leading firms who had experience with custom and off-the-shelf customer support software. PhaseWare also partnered with experts within the Help Desk Institute and other IT service and support organizations, to refine the product's usability. Uniquely, the operational features and functions of the PhaseWare products give strongest consideration to achieving a successful business implementation. The PhaseWare Tracker Suite was built using highly scalable, industry standard technology, an open architecture, built-in APIs for integration with existing systems, and hosted with the third-largest managed hosting provider. The result is an affordable and robust technology infrastructure that typically only the largest firms can afford. The PhaseWare solution is delivered using an on-site or SaaS model. Since the SaaS model does not require hardware or software installation and support, little to no IT involvement is necessary. Process integrations can be operational in days. PhaseWare solutions are financially viable for the smallest firm and robust enough for the largest firm.


Our Team

Our Team

PhaseWare is led by a distinguished team of professionals with an unparalleled mix of business, operational, technical, and software development experience. See Management Team for more information.