Over the years, we have tried several platforms to help with our project management and customer support. No single platform does everything well, so we finally settled on a tiered approach.
Teamwork – Internally, we use Teamwork as our project management tool. This is where our staff communicates about development projects and all tasks related to client support. It accounts for over 80% of our workload and includes scheduling, time tracking, coordination, and internal communication.
Basecamp – As powerful as Teamwork is, it lacks features for smooth interaction with our clients. For this, we mirror essential tasks and millstones on Basecamp. It’s somewhat of duplication, but it makes our communication with you much more straightforward – a small price to pay to keep you informed of the status of major tasks and milestones. You can access your project area by logging in to your Basecamp account.
Desk – Once a project is launched, we switch to our support desk that includes ticketing, follow-ups, and other client support features. Through the help desk, you can ask questions, request changes, and report issues. You can submit such a request by sending an email to firstname.lastname@example.org. Of course, an email, a phone call, a text message, or a video call will always get our attention! But these interactions will be turned into tasks on Teamwork, Basecamp, or tickets on Desk, depending on the nature of the request.