Customer Service and Support are Different for Project Businesses.
Every good CRM system includes the ability to manage the customer support or customer service incident side of your business. After all, service to the customer is part of the relationship and makes perfect sense. Project and services businesses need visibility to support costs by project, not just by customer or product line.
TimeLinx PSA has expanded Tickets (Infor CRM) or Cases (Sage CRM) to include the ability to capture the costs associated with each individual person on your staff providing those services. TimeLinx PSA not only captures the costs and time, it also adds them to fields that track financials by project.
Standard systems typically allow you to manage only incidents and remediation, not costs. They are designed to be used for product support, where costs are lumped into general overhead. In the case of our supported CRM platforms, neither system natively captures cost of the people delivering customer support.