What is a good CRM/Ticket Tracking tool for a 1-man shop (pref utilizing Outlook)?

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Seems like CommitCRM and most others are way overkill for the one man support shop. I just do software and network troubleshooting, mostly windows but some web servers, no hardware stuff.

I just want to track open/closed tickets and contacts as well as billing.

Since I already have it on my Vista machine, I'm thinking of Outlook w/Business Contact Mgr integrated with MS Accounting 2009. That will handle the billing/email stuff but I'd like to have some system for open/closed service requests/tickets (some are calls but most are emails).

Ideally, a web interface for customers to request service and a system in which incoming emails automatically also start a ticket/service request. I'd like to be able to use Outlook for my emails and ticket trails.

Does anyone know of a tool or method which works well with Outlook's email system to do this?

I don't need KB tools or ticket escalation, etc.

Thanks for any ideas, leads, or links!
 
Maybe sugar CRM? sugarcrm.com
I've been thinking about giving it a try. It doesn't integrate with outlook, but it looks functional none the less.
 
Thanks but I think what I need is more along the lines of a ticket system which will work with Outlook. SugarCRM seems like a sales opportunity platform (and a bit more involved than a single man shop needs).

I'd also like the customer to have the option of opening a service request via a web form. This would go to my email (Outlook) and add a unique tracking number for the ticket.
 
Regarding Ms Acct 09, I have found it to be a heavy resource app, which doesn't adjust with the display. As I operate from a Tablet, this was a non-option, when various windows could not be re-sized to fit my display.
 
PCSupportGlasgow said:
why not just use one of the many ticketing systems outhere eg OSticket
Click to expand...

I thought about that but I like the billing in MS Acctg 2009 and it integrates with the contacts as I put them in Business Contact Manager for Outlook - and I have all of these MS Office programs on my system now as we had already purchase MS Office Professional.

I'd heard rumor of TT systems which worked with Outlook and allows you to reply to support requests right from within Outlook, etc.. So, that is what my goal is - a simple 'add on' (may not be right term) which will allow me to do this.

I suppose I could create a special Mailbox in Outlook for my service calls/tickets called "Service" and folders within that mailbox callled "Open" and "Closed" and manually drag the emails. I'm still new to Outlook so I'd have to explore those options. I don't need or want to get too complicated as I *am* just a one man shop for now.

BUT I would ideally like a web page/portal where customers can check on the status of their service calls/requests so I don't get tele calls all day long asking for updates.
 
I just got this email today, thought it should be posted. I do not know what the terms of the support policy are (I haven't read them), but I don't like using software that isn't going to be developed further. So I am now looking for alternative to Microsoft Accounting.


Dear valued Microsoft® Office Accounting customer:

We are writing to let you know that we will no longer distribute Microsoft Office Accounting after November 16, 2009.

As a registered Office Accounting user, you may continue to use Office Accounting after November 16, 2009 and Microsoft will continue to offer product support for Office Accounting in accordance with the terms of the support policy.

However, the following add-on services for Office Accounting will be discontinued on December 15, 2009: online sales through eBay, credit profile through Equifax, download of tax mappings for tax preparation software and setting up online banking.


David
 
This may seem cheap of me, but I use tricked out Access databases I found on Microsoft's website. Not sure about Outlook integration, but it works well for me.
 
I use ACT

I use ACT and customized the ACT forms and use their opportunites feature as a ticket type system. Every service request or computer that comes into the shop is setup as an opportunity. Each opportuniy has varrouns stages such as Phone enquiry, checked in for diag, In repair, removing infections, repairing OS, backing up data, optimizing system, veryifying services performed, Complete.

At each stage of the way we can enter notes. This is really handy and should we ever have to proove what was done etc... I have it.

I also have paper service forms that are manually filled out. These act as an invoice/work order as well. These are filed in a file cabinate as well. I also scan each document to the computer and tie these to the clients ACT service record.

The opportunity tracking also has revenue figures and costs associated with them so we have a sales pipeline to manange and project our cashflow. I stopped using quickbook and simply keep a manual hand written ledger of receipts and payments for the business. I then enter this into excel. (I have found that for accounting the simpler the better and since payment is due at the time of the service I rarely have any accounts receiveable.)

We are striving to document every interaction with a client and any question or service perfomred. This is because I have one aspect of my service that is a competitve advantage over every other service company in my area and I willing to bet that even nationally I could have a big advantage if I could reach that far.
 
Last edited:
referral program

How well is your referral program working. Looks solid.. how hard is it to track.
 
CRM for one man show

Have a look at vTiger.
I love it. It is a bit of overkill at first look, but I just use what I need.
Almost like having a secretary at times.
I also scan and link workorders etc to the client account as well as filing a paper copy in my drawer.
Spend some time using the online demo to get a feel for it.
I often impress clients with my "great memory", when I put their phone number into it and have all their records pop up as I am talking to them :)
 
From Blanchesoft Forums:

Everybody who purchased TS Man 2009 after 31st of August 2009 (that is starting with 1st of September 2009) will receive free upgrade to TS man 2010 Standard.
So to answer your question directly, YES YOU WILL RECEIVE FREE UPGRADE TO TS man 2010 Standard

TS Man 2010 Standard will be the same as TS Man 2009, plus SCHEDULING, DISPATCHING (on-site jobs through off-line database synchronization), and many new features.

TS Man 2010 Professional will be the same as TS Man 2010 Standard, plus it has the INVENTORY and PURCHASE ORDER (Accounts Payable) modules.
All pre-existing users who want to upgrade to TS Man 2010 Professional will have to purchase an upgrade license, which will be around 40% (less than half) of full TS Man 2010 Professional license price.

Prices are not known yet.
Click to expand...
 
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