CRM for a tech support company

We are a technical support provider that does 100% external support to our
clients. Is anyone out there using MSCRM to manage a similar business? The
biggest weakness I see so far is a lack of good time billing. Any advice
would be greatly appreciated. Especially if you have any workarounds!

Jake
Fri Aug 20 17:12:51 CDT 2004

Talk to a VAR in your area. Make them do a proof of concept. It may cost
more up front, but the long term payoff will be much greater.

Jake

"Mike Coleman" <dssmike@charter.net> wrote in message
news:O292$5vhEHA.3664@TK2MSFTNGP11.phx.gbl...
> We are a technical support provider that does 100% external support to our
> clients. Is anyone out there using MSCRM to manage a similar business? The
> biggest weakness I see so far is a lack of good time billing. Any advice
> would be greatly appreciated. Especially if you have any workarounds!
>

Benjamin
Sat Aug 21 23:54:19 CDT 2004

We have looked at it for our time billing and there is a nice section
there for service contracts, and then you apply work performed to service
contract and it breaks it down. It keeps a nice history under the Account
/ Contracts area with a breakdown of all the work but it does not tie
into anything for billing. It works well for in house support and things
of that nature but probably isnt going to work for field service since
the Service piece doesnt have a Synch option (SFO = SALES for Outlook not
Service! heh).

"Mike Coleman" <dssmike@charter.net> wrote in
news:O292$5vhEHA.3664@TK2MSFTNGP11.phx.gbl:

> We are a technical support provider that does 100% external support to
> our clients. Is anyone out there using MSCRM to manage a similar
> business? The biggest weakness I see so far is a lack of good time
> billing. Any advice would be greatly appreciated. Especially if you
> have any workarounds!
>
>

Jay
Tue Aug 24 14:57:08 CDT 2004

Hey hey...don't mean to get you hopes up by this reply
but we are using CRM for probably the same purpose and we
too have run into some problems trying to get the billing
worked out. We want to setup a template/rule to pull
the needed detail from a closed case (ie : case#, time
spent, problem description and resolution). If you find
any answers or a good consultant for simple customization.
Obviously, if I find any answers I will keep you in
mind...no seriously.

>-----Original Message-----
>We are a technical support provider that does 100%
external support to our
>clients. Is anyone out there using MSCRM to manage a
similar business? The
>biggest weakness I see so far is a lack of good time
billing. Any advice
>would be greatly appreciated. Especially if you have any
workarounds!
>
>
>.
>

scott_millwood
Fri Sep 10 12:39:16 CDT 2004

We have a client that is 100% technical support and is using MSCRM
integrated with GP and GP field service. Give me a call or shoot me an
email and I can give you more specific details about how this works
for them.
smillwood@CustomerEffective.com
864-414-4665

"Mike Coleman" <dssmike@charter.net> wrote in message news:<O292$5vhEHA.3664@TK2MSFTNGP11.phx.gbl>...
> We are a technical support provider that does 100% external support to our
> clients. Is anyone out there using MSCRM to manage a similar business? The
> biggest weakness I see so far is a lack of good time billing. Any advice
> would be greatly appreciated. Especially if you have any workarounds!