Startup Profile: Team Support
May 21, 2009
I had a chance to chat with Robert Johnson about his Dallas-based startup: Team Support. Working with Kevin Jones and Eric Harrington the company offers a customer service application designed for software companies. They have merged an enterprise level help desk application with a sophisticated bug tracking system to create a single application that the customer service, product development, and quality assurance teams can use to support customers and create new products.
Texas Startup Blog: Why did you start the company?
Robert: “Based on our experience running another very successful software company, we realized there was a need for a tool which helps integrate the customer service and product development teams. Too many companies have developed very distinct silos which prevent communication and end up making the customer and internal staff members suffer. It simply doesn’t make any sense to us that the customer service team uses one application (a “help desk”) while the product development and QA teams use another (a “bug tracker”). Our experience is that a great deal of the software bugs and product feature requests come from the people who use it every day – the customers – and that having a single tool that is used by both the development and customer service teams just makes sense. We are fanatical about customer service and hope that TeamSupport will help other companies be successful.”
Texas Startup Blog: What blogs do you read regularly?
Robert:
- Texas Startup Blog - Interesting to read about the trials and tribulations of other entrepreneurs in the local area.
- TechCrunch - Good source of general tech and VC information.
- 37 Signals – While I don’t always agree with their design and company philosophies, they have certainly done a good job and have grown a nice company in the SaaS world.
Texas Startup Blog: What was your least favorite job?
Robert: “I sold my last company in 2006 and the following year was tough. It was very hard to go from being a CEO to being a small cog in a large machine. 6 months in I was promoted to a VP level sales role in our corporate parent, and that was extremely hard for me - I no longer had any say on the product, service, marketing, etc. - Just a sales number to meet. I had a great team and we did well, but it was the least fun I’ve had at any job and I didn’t last very long past my agreed upon contract.”
Texas Startup Blog: What is unique about your company’s culture?
Robert: “I don’t see TeamSupport as particularly unique in our culture, but maybe that’s just because I’ve always run companies this way. Everyone on the team has a great deal of latitude in what they do - I provide the general direction, but I generally stay out of the way for the execution unless they need my help. I’ve found that some people work VERY well this way, but others crave more direction and micro managing. Naturally, the employees we tend to attract thrive in this environment!”
Texas Startup Blog: What are your goals for the company?
Robert: “We would like to continue growing TeamSupport organically and eventually add some additional SaaS products to our portfolio. Unlike many startups, we didn’t start TeamSupport with the single-minded goal of being acquired. TeamSupport’s business model is solid and we believe strongly that people will pay for good software.”
Texas Startup Blog: What didn’t I ask you?
Robert: “While it is certainly an interesting time to start a new company, and many people think we are somewhat nuts for doing a startup now, I think it is a great time to be in our business. TeamSupport is a product which will increase customer satisfaction at companies and that has a direct positive impact on the bottom line. If companies can support their clients better and have better internal communication, they will consistently beat their competition, and TeamSupport provides that edge.”
Screenshot from TeamSupport.com:
| Based In: |
Dallas, TX
|
|---|---|
| Interviewee: | Robert Johnson |
| Title: |
President
|
| Phone | (214) 295-5211 |
| RJohnson@TeamSupport.com | |
| Blog URL: | http://blog.TeamSupport.com |
| LinkedIn Profile: | http://www.linkedin.com/in/johnsonrobertc |
| Company: |
Muroc Systems, Inc.
|
| Web Site: | http://www.TeamSupport.com |
| Company Founded: | May 1, 2008 |
| Key Executive: |
Robert C. Johnson, President
|
| Key Executive: |
Kevin Jones, CTO
|
| Key Executive: |
Eric Harrington, COO & VP of Sales
|
| Funding to Date: |
Privately funded.
|
