About Us

Management Team

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RANDALL NELSON


Co-founder and Chief Executive Officer


Randall enlisted in the Army after graduating from high school in Missoula, Mont. Two years into his enlistment, he was accepted at the United States Military Academy at West Point, N.Y.


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HOYT MANN


Co-founder and President


Hoyt's resume encompasses more than 15 years as an innovator, entrepreneur, and overall technical evangelist with leading Dallas-based companies, including EDS, EpicRealm, MCI, and OpenConnect Systems.


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CRAIG SANTOLI


Chief Technology Officer


Craig graduated from the University of Hartford, class of 1992 and has 20 years of experience working in software and application development. He enjoys bowling, Texas Hold’em, and science fiction movies.


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BRENDA NELSON

Chief Financial Officer

PhaseWare’s finances are in good hands with Brenda. She ensures smooth financial operations company-wide, and is dedicated to providing customers, as well as employees, fair, efficient, and ethical treatment.

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JACK SUMRALL

National Sales Manager

Jack graduated from Mississippi State University in 1969. He served in the Marine Corps, has run 9 marathons, serves on his Church’s prison ministry team, and also holds US Patent #5,775,022—the motorized duck decoy!

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ERIK LOPEZ

Lead Web Designer

Erik's design theory revolves around the simple-is-better approach and takes great influence from the Bauhaus art movement of the 1920's. Erik enjoys mobile technology and listening to German heavy metal in his car... super loud.

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Rayce Conway

Manager, Support Services and Operations

Rayce is dedicated to providing friendly, personable and timely support to all IdeaWall customers. Rayce likes video games, from PC to console, and records videos on YouTube for the gaming community.

About Us

The IdeaWall is powered by PhaseWare, a company dedicated to Customer Service and Support. We are passionate about helping companies and organizations support their customers by unlocking the power of Customer Feedback. The IdeaWall gives companies and organizations the ability to Capture, Manage and Prioritize Customer Feedback through an online tool that is globally available and easy to use.

PhaseWare, founded in 2005, is a leading provider of Customer Service and Support software applications optimized for the Small and Medium Business (SMB) to deliver robust and financially viable solutions. There is a major distinction between installing software and implementing a solution. PhaseWare enables companies to better manage their business processes, reduce operational expenses, and significantly increase the effectiveness and quality of customer service. The PhaseWare Tracker suite of products is uniquely designed to accelerate implementation of the solutions, which are delivered in either an On-Site or Software-as-a-Service (SaaS) model. PhaseWare provides a competitive advantage for the SMB to serve, support, retain, and maximize the value of every customer.

Our History

PhaseWare was founded in January of 2005, because Small to Medium sized businesses 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 setup and maintain. Large companies either purchased costly products that required complex implementations and maintenance or developed their own systems internally. Small and Medium Businesses were left with no financially viable Customer Service and Support software automation tools. PhaseWare's applications automate Customer Self Service, Email Support, Customer Management, and Incident Management.

PhaseWare designed its 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 IT Service & Support organizations, to refine the products usability. Uniquely, the operational features and functions of the PhaseWare products give strongest consideration to achieving a successful business implementation.

PhaseWare built its application suite using highly scalable, industry standard technology, an open architecture, built-in API's for integration with existing systems, and hosted it with the third largest managed hosting provider. The result is a robust technology infrastructure that typically only the largest firms can afford.

PhaseWare delivers its solution using an On-Site or Software-as-a-Service (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.

Our Team

PhaseWare is led by a distinguished team of professionals with an unparalleled mix of Business, Operational, Technical, and Software Development experience. See Management Team for more information.

Our Location

PhaseWare is privately owned and headquartered at 1700 N. Redbud Blvd, McKinney, TX. Contact Us for more information.