I wonder if anyone has some good suggestions for a software package that we can purchase and customise to meet our needs.
Here's the situation:
- My company produces sensor systems that we sell around the world to our customers.
- We also usually have support agreements in place to monitor, maintain these pieces of equipment.
So, I'm hoping we can find something out there that will let us get to a point where:
- When we get support requests, we should be able to create a ticket/case for that request and that should be associated with the customer, but also the piece of equipment they own.
- Should then be able to look up all tickets (open/closed) for a customer, or piece of equipment.
- Should know which pieces of equipment each customer has (so if I'm entering a ticket for a customer I don't have to choose from a dropdown with 1000 entries in it).
- Should let us record the configuration of a piece of equipment, and ideally search across them (e.g. find all equipment at version X.X of software across all customers).
- Would be great to have further CRM features - customer details, etc.
Does anyone have any suggestions as to what we can do here?