How TeamSystem is Transforming Their Support With Fullview

About TeamSystem

TeamSystem is diversified software business and among the largest European software providers. They are a leading provider of digital business management solutions for professionals and enterprises across Europe. With products ranging from ERP and accounting platforms to HR and tax software, TeamSystem serves over 2.5 million customers, empowering them to digitize operations and accelerate productivity.

The Challenge

Supporting a vast and diverse user base, ranging from accountants and lawyers to SMBs and large enterprises, TeamSystem’s support team encountered several pain points:

• Time-consuming ticket resolutions for complex workflows across different software products.
• High ticket volume for routine questions that slowed down the team’s ability to help users with more advanced needs.
• Heavy reliance on phone support, which made scaling difficult and costly.
• Lack of existing support automation which led to a large support headcount.

The Solution

TeamSystem turned to Fullview to equip their support organization with both visibility and speed.

"Fullview has helped to expand our customer support needs. When users struggle with certain interfaces, we can now guide them directly on their screen—significantly reducing average handling time for these types of requests.”

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Co-browsing

Co-browsing allowed TeamSystem agents to:

• Collaboratively guide users through interfaces in real time.
• Reduce amount of time spent on phone support
• Resolve support requests in a single session.

For a business like TeamSystem — supporting over 2.5 million customers across a diverse portfolio spanning ERP, accounting, HR, and tax software — the complexity of support interactions is significant. A question about payroll configuration looks very different from a billing issue in an accounting platform or a compliance query in tax software. Generic support doesn't cut it.

Fullview Cobrowsing gives TeamSystem's agents the ability to jump directly into a customer's session and see exactly what they're dealing with, in context. Whether it's guiding an enterprise customer through a complex ERP workflow or helping a small business owner reconcile accounts, agents can resolve issues on the spot rather than talking customers through multi-step processes over the phone.

The Results

With Fullview Cobrowsing, TeamSystem has reimagined its support workflows:

• Agents are more productive and confident, with full visual context replacing lengthy phone-based troubleshooting
• Customers across TeamSystem's product range get faster, more accurate resolutions — regardless of which platform they're using
• Complex, multi-product support scenarios that previously required escalation can now be handled in a single session
• Phone support handling times are falling as cobrowsing enables faster first-contact resolution

The result is a more scalable support model that matches the expectations of TeamSystem's modern B2B customers — from independent professionals to large enterprises managing critical business operations.

What's Next

TeamSystem is exploring how to extend Fullview Cobrowsing further across their product portfolio, bringing real-time visual support to onboarding flows and self-service customer education.

Want to empower your support team with Fullview? Book a demo →

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