Long ago and far away I worked for DEC in the UNIX support team. We were spread out all over the world and had the normal complement of call history, system documentation and troubleshooting databases.
When we started using IRC to share real-time information about callers problems our time-to-close went down significantly and closes-per-day went way up.
The improvement was significant enough to get the attention of other departments and the IRC usage - along with several bots for integrating the call handling and mail response systems into the IRC channels - became wide-spread in the support group.
This system survived the DEC/Compaq merger and on into the HP buyout.
If I were to do the same thing again I'd use a jabber server rather than IRC but the principle is the same.