Dovetail Software was looking for a way to notify their support team of new cases in real-time. They wanted to use their CRM system to make phone calls to the current on-call support agent when an urgent or high-priority case comes in. After exploring various options, they found Twilio, a telephony web service that is simple to use and powerful. With Twilio's API, Dovetail Software was able to integrate their CRM with phone calling capabilities, allowing them to notify their support team quickly and efficiently. The integration took only about 3 hours to complete, and the company is impressed with Twilio's ease of use and flexibility.