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June 6, 2024
XX min read

PivotalTracker vs Kustomer


When it comes to managing projects and optimizing customer service delivery, choosing the right tool is critical. Two prominent tools in this category are Pivotal Tracker and Kustomer.

Pivotal Tracker is a cloud-based project management tool that helps software teams build software. It's the world's most popular tool for agile project management, making it essential for teams working in an agile environment.

Kustomer is the first-of-its-kind customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. It is designed to be a comprehensive solution for handling customer service interactions with a focus on streamlining processes and improving customer relations.

Comparing these tools helps organizations find the best fit for their unique needs, ensuring better efficiency, streamlined processes, and enhanced outcomes.

Pivotal Tracker Overview

Pivotal Tracker is geared towards software development teams using agile methodologies. It excels in providing a transparent, collaborative environment where teams can track progress, assign tasks, and manage their workflow efficiently.

Key Features

  • User Stories & Tasks: Break projects into manageable user stories and tasks. Each story or task can be prioritized, assigned, and tracked.
  • Real-Time Collaboration: Allows team members to update and comment on tasks in real-time, fostering collaboration.
  • Automated Planning: The tool helps in planning iterations automatically by analyzing the project backlog and team velocity.
  • Analytics & Reporting: Provides detailed analytics and reporting capabilities to monitor project progress.
  • Customizable Workspaces: Allows users to customize workspaces according to their project needs.
  • Integrations: Supports integrations with other tools like Slack, GitHub, and more, enhancing its functionality.

Kustomer Overview

Kustomer is designed for customer service teams, offering a robust platform to handle high volumes of customer interactions efficiently. It's built to optimize every aspect of the customer service journey.

Key Features

  • Unified Customer View: Consolidates customer information into a single view, enabling agents to get complete context quickly.
  • Automation & AI: Features automation tools and AI-driven insights to streamline repetitive tasks and improve efficiency.
  • Omnichannel Support: Supports multiple channels including email, chat, phone, and social media, ensuring seamless customer interaction.
  • Custom Workflows: Allows customization of workflows to fit different business processes.
  • Integrated Knowledge Base: Includes a knowledge base feature to help manage information and support agents in providing accurate solutions.
  • In-Depth Analytics: Provides comprehensive analytics to track performance and customer satisfaction.
  • CRM Integration: Can be integrated with various CRM systems, creating a holistic customer management ecosystem.


Both Pivotal Tracker and Kustomer offer capabilities that support efficient task and interaction management, albeit in different contexts—project management and customer service, respectively.

  • Cloud-Based Solutions: Both are cloud-based, ensuring accessibility and collaboration from any location.
  • Real-Time Updates: They provide real-time updates and notifications, keeping teams or agents informed.
  • Analytics & Reporting: Both tools offer analytics and reporting features that help monitor performance and progress.
  • Customizability: Each tool allows for customizable workflows to fit the specific needs of the team or organization.
  • Integrations: They support integrations with a variety of third-party applications, enhancing their functionalities.


Despite their similarities, Pivotal Tracker and Kustomer are ultimately designed for different purposes and offer distinct benefits tailored accordingly.

  • Primary Purpose: Pivotal Tracker is focused on agile project management for software development teams. Kustomer, on the other hand, is designed for customer service management.
  • User Base: Pivotal Tracker is ideal for software developers, project managers, and agile teams, whereas Kustomer caters to customer service agents, support teams, and CRM managers.
  • Task Management vs. Customer Interaction: Pivotal Tracker handles user stories, tasks, and project workflows. Kustomer manages customer interactions, communication channels, and customer relationships.
  • Automation Focus: While both offer automation, Pivotal Tracker’s automation is around sprint planning and task management, whereas Kustomer focuses on automating customer service workflows.
  • Knowledge Management: Kustomer includes a knowledge base specifically designed for customer service support, while Pivotal Tracker focuses more on project tracking without a dedicated FAQ or knowledge base component.

Pros and Cons

Pivotal Tracker


  • Excellent for agile software development teams.
  • Automated iteration planning based on team velocity.
  • Real-time collaboration and transparent task tracking.
  • Detailed analytics and reporting capabilities.
  • Extensive integrations with developer tools.


  • Can be overwhelming for smaller projects or non-technical teams.
  • Limited to project management without customer service functionalities.
  • Learning curve for new users unfamiliar with agile methodologies.



  • Unified view of customer information enhances service quality.
  • Supports multiple communication channels (omnichannel).
  • Powerful automation and AI-driven insights.
  • Customizable workflows for diverse business needs.
  • Seamless CRM integration.


  • Primarily focused on customer service; not suitable for project management.
  • May require customization and setup efforts for full utilization.
  • Higher cost associated with its robust feature set.

Use Cases

Pivotal Tracker

  • Software Development: Ideal for agile development teams needing a reliable tool for managing user stories, sprint planning, and task tracking.
  • Collaborative Projects: Suitable for projects that require high levels of collaboration and transparency among team members.
  • Startups to Enterprise: Useful for startups, mid-size businesses, and large enterprises focusing on streamlined project management.


  • High-Volume Customer Service: Perfect for businesses managing high volumes of customer support interactions, thanks to its efficient handling of queries across channels.
  • E-commerce & Retail: Beneficial for companies in retail and e-commerce needing an omnichannel support system to manage customer relationships and enhance service quality.
  • CRM-Integrated Systems: Optimal for organizations looking to integrate their customer service platform with existing CRM tools for a unified customer management approach.


Comparing Pivotal Tracker and Kustomer highlights that while both are exceptional tools, they serve distinct purposes.

Pivotal Tracker is excellent for agile software development teams focusing on effective project management. Its strengths lie in task management, automated sprint planning, and real-time collaboration, making it ideal for technical teams adhering to agile methodologies.

Kustomer, on the other hand, shines in the realm of customer service management, offering a unified view of customer interactions, omnichannel support, and powerful automation and AI features. It is a fit for organizations handling high support volumes across multiple channels, needing a comprehensive view of customer data integrated seamlessly with CRM systems.

Ultimately, the choice between Pivotal Tracker and Kustomer hinges on the specific needs of your organization. For agile project management, Pivotal Tracker stands out as the go-to tool. For optimizing customer service delivery and managing high volumes of customer interactions, Kustomer is unparalleled. Consider the unique requirements, workflows, and goals of your team to make an informed decision.

Key takeaways 🔑🥡🍕

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