I viewed a webcast a couple weeks back from SalesForce.com that showcased their new product called Chatter. It is a Facebook-style interface that allows internal collaboration for the different parts of a business. It is now an integrated part of the rest of their modules that focus on Sales, Support, etc. This part of the demonstration was very intriguing to see how they are able to integrate requests for support from Twitter into the support tool.
I'm not sure how our Care teams monitor Twitter, but an integration like this would be great to add to our existing tools.
The entire demo is worth watching, but the Twitter specific portion starts at the 9 minute mark.