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I need a custom CRM application that is easy and intuitive to use yet very powerful and will help stream line process.
SugarCRM open source has many of the futures needed but it is lacking in design and is over complicated.
The application needs to provide the following:-
Holds all contact and account information as has the addition of placing the account on stop and private internal notes.
Quotes (allowing the formal quote documents to be attached)
Quote to order (opportunity to raise a Project)
Order processing (order stock from supplier)
For Projects:- A Project owner is assigned and tasks can be created for groups /individuals that links to the resource scheduler.
Resource scheduler:- calendar that allows people and or equipment to be allocated time to a job. This is going to be displayed on a monitor showing the person allocated to a customer each day / week.
Documentation:- Documents are linked to customers and orders and or tasks, the documents are quotes, statements of work, drawings, product information….
Invoice one off and reoccurring option for monthly charges. This must have the option to set paid / unpaid.
Stock control:- Booking stock/inventory in from suppliers, Performing rolling inventory/stock takes, Picking stock for customers orders (pick list) and manager write off.
Service Contract :- start date and end date, list or products selected. Number of used support hours shown (update from help desk)
Raise order / PO for out of stock items listed by supplier. Price paid is also shown
Open support tickets change the ticket type to Incident, request or change (if change ticket approval is required (tick box))
Customer details shows helpdesk staff if an active support contract is in place and the number hours used.
A button to list customers assets and link the ticket to an asset
Quick ticket opening for helpdesk staff
Customer updates sent via email and a portal view they can log into to view ticket
Customer assets are tagged and the information held as a record, the asset is linked to help desk tickets and confirms if covered by a support agreement and reoccurring faults can be easily identified.
SugarCRM (open source) seems a good match but needs customising and a complete change to the GUI and needs to link with exchange or outlook at least.
A second stage is to add iPad support to field engineers so this functionality must be considered…
There will be an need for support and corrections on an on-going basis so please advise the cost of support