Using CRM systems as case management systems?

[brayjjc]

Hi - first time poster.

We are using Capsule CRM as a sales tool (using the Opportunities function), and it also functions as our primary case management system. But I think we may have outgrown it.

We are not a law firm, but offer a quasi-legal professional service for B2B customers. So every customer has one or more cases open. We use Cases as the online 'case folder' for the particular service we are providing. Emails from Gmail, meeting/telephone notes and key documents are all filed against a Case. As are tasks.

We are also using the Tracks function to try to systemise parts of our service delivery. Although we find this functionality a bit basic.

(We use Google Drive for proper document management. The Capsule Case is used as more of a snapshot of documents sent and received).

This system has grown organically from a one man consultancy, to what is now 10 people delivering services. We are hoping to scale further, and I wonder whether it is time to get a bit more sophisticated with our software.

One of the downsides of Capsule is that it is not permissions based. So all of our employees and self-employed consultants have access to all of our client information, sales leads etc. Whilst I trust them and have confidentiality agreements in place, it strikes me that we might be better off with a designated case management system with permissions-based CRM and customisable workflows?

Ideally all in one package that integrates with Google Apps to keep things simple.

If anyone has any suggestions I would be mightily grateful.

Thanks

 

[Darren Fletcher]

have a look at connectwise we use it for a sales tool and also service ticket scheduling service.

 

[n_s_simpson]

Have a look at SuiteCRM. Host yourself and it's free.

 

[Dave Tidwell]

or look at a complete business application software suite that has dedicated CRM, help desk, document management, team rooms, task management, project management, asset management, HR .....the works. Full permission groups to your desires to suit your business and available on demand as software as a service. I can't post our link but just do a google search for trivaeo and you'll find us readily enough. Think of our solution as being like SAP or higher end business applications but for the cost of a single CRM seat.