lavaghman
Member
Mar 3, 2011, 8:27 PM
| Hi there
We are a relatively small software company supporting about 200 corporate clients who use our software. Our helpdesk typically fields 20-30 phone calls per day and about 15-20 emails.
We currently use Microsoft CRM to manage all customer related material (main customer details, contacts, service activities e.g. an upgrade etc). And we are also using Microsoft CRM to manage all helpdesk tickets. The customer helpdesk emails flow directly into it and phone calls are taken manually with the Helpdesk consultant creating a case in CRM after the call.
The system works okay, but we are beginning to outgrow it and I was interested in looking at a more advanced solution. As MS CRM currently manages all customer contact information it is handy as the source of up to date contact details etc. and if we bring in new software it probably means we would have to look at two sources for contacts.
I would ultimately like to build a portal where customers could log and view their open tickets. Would it be possible to somehow extend MS CRM to achieve this or is there a far superior solution available on the market.
Many thanks for taking the time to read my query. Any advice much appreciated! 
Cheers,
Lavaghman
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Re: [lavaghman] Helpdesk software advice