PhaseWare was founded because SMBs were being under-served 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, e-mail 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.