At the moment we are working with the program BOB, but my boss asked me to learn the basics of Microsoft Dynamics CRM in order to see if we could possibly change our programs. Saturday I started to explore CRM step by step and I realized the program entitles a lot more than I originally thought. My problem now is, that i can't exactly find the functions that I need and I'm not entirely sure if they exist in CRM. So I decided to ask the professionals (being you guys).
We are a company that establishes and maintains network servers for a number of customers. At the moment we offer a lot of advice and help ( online support etc.) over the telephon and we don't charge our customers for this. Now the idea is that everytime we offer some sort of support we can enter this in CRM (what support is given, by whom, for whom, and how long it took) and at the end of the month we count all those minutes, houres together for each client/firm. Also we want it to be possible that everytime a client calls, we can see that client's history.
So a pretty please for this CRM newbee and help me if you will
Shirley