Sage CRM

does anyone have suggestions for using Sage CRM in a service environment where equipment can be added to a company cases also tied to equipment? I've seen a limited number of service apps on the CRM community site. customer wants to replace ACT! with CRM but needs to keep their service functionality.

I'd suggest calling @PeterWolf.

Yep..thinking along the same lines. Need to do a little more qualification to see how much the client needs.

That is what we pay Peter to do................

Peter gets paid???

Usually with snide comments...

That hurts Jeff. Alan - let me know specifics when you are ready. Servicing equipment comes in many flavors but we've probably seen most of them and probably have an approach that would work.

Thanks Peter...I'll contact you directly.

Still feeling the pain?

still waiting for a response from PW. Peter are you listening???

Apparently @PeterWolf IS still feeling the pain. Maybe he'll see this one....

@alanniergarth Your comment above was ""Thanks Peter...I'll contact you directly."" Did you contact me directly already??? I haven't seen anything ... #confused

Ahhh... sitting in my inbox ... #foreheadslap

Dog not barking?

This is where bolted on CRM sucks compared to integrated CRM. In an integrated solution you might make or sell stuff, might dispatch installers to install, and everything made/sold is serialized. When a customer calls with an issue, whether its 'phone support/help desk' or dispatch a technician to repair, all the history of the item, from exactly what components went into making it, all past help desk calls, service calls, transfers from one owner to another etc are all maintained in 'one version of the truth. This was always my bane with slx which didn't handle field service. If the client had jobops or automated service, that could handle the field service but couldn't take a handoff when the whole incident started with a phone call attempt to repair remotely. You can even see the lifetime profitability of an item from manufacture, service contracts, service call costs etc. This is what Epicor's all built on one technology approach can do.