I Spent Years Fighting Software Fragmentation in Support and Sales Ops. Here is How We Solved It.
I did not set out to build a CRM company. I set out to stop losing afternoons to revenue operations fragmentation — the quiet tax of siloed software tools that never quite agree who the customer is. This is what I learned across years in sales and support ops, and what we did about it.
Early in my career I was the person who got asked to “just fix the handoff.” Marketing passed leads somewhere. Sales worked deals somewhere else. Support answered tickets in another queue entirely. Finance had a spreadsheet that disagreed with all three.
I was not special. Every growing team has that person — or worse, nobody does, and the friction becomes culture.
The pattern I kept seeing
Siloed software tools are not bought maliciously. Sales picks CRM. Support picks a desk. Leadership picks Slack and Zoom. Docs land in Drive or Notion. Each decision is reasonable. The composite is broken.
I spent years inside that pattern: copying context, rebuilding reports, sitting in meetings whose only purpose was synchronizing truth across systems that should have shared it from the start. That is revenue operations fragmentation — and it burns people who care about customers more than anyone measures.
Support and sales ops share one problem
We talk about sales and support like different religions. Operationally they are the same graph: a person, a company, a promise, a problem, a renewal. When support cannot see the deal notes and sales cannot see the ticket history, customers feel the seam. I felt it every time I apologized for asking someone to repeat information we already stored — somewhere.
Fixing siloed software tools is not a feature checklist. It is deciding that the graph comes first and apps are views on it.
What we tried before building Salestrics
Like many operators, I tried the usual playbook:
- More integrations — brittle when fields change
- Stricter process — reps route around it
- Another dashboard — aggregates lies beautifully
- All-hands pleas to “update the CRM” — without removing duplicate work
None of it stuck because the architecture rewarded fragmentation. Every tool wanted to be system of record for its slice.
How we solved it (the product bet)
Salestrics is the answer I wished existed when I was the glue person:
- Momentum for pipeline — CRM that reps actually open
- Mail on records — email that does not live in a separate universe
- Resolve for service — cases on the same accounts sales already owns
- Connect for realtime — chat and meetings beside deals, not in a lost channel
- Orbit! for culture — org social that persists beyond the feed
- Assistant on live data — AI that knows the customer because the graph does
One login. One record graph. Not because consolidation is trendy — because I was tired of watching good people fight software instead of serving buyers.
If you are living the fragmentation story, you are not alone. We built Salestrics for teams who refuse to become the integration layer between HubSpot, Slack, and a folder of exports. Read the longer arc in meet the founder or about Salestrics.
Onward.
— Austin