EXPERT RESPONSE
It makes sense to implement SAP CRM if the SAP ERP or SAP R/3 back-end system is already implemented. It looks like your company needs a simple help desk application. My experience is that SAP offers robust service applications to meet any business requirements. SAP is a clear leader when it comes to service applications. Many of the 135 SAP CRM implementations done so far are predominantly service applications.
SAP CRM on-demand Wave 3 will be released around the end of third-quarter 2006. SAP CRM on-demand Wave 3 offers the following service functionality:
- Customer service and help desk
- Service ticket management and complaint management
- Rule-based distribution and escalation of service tickets
- Service agent and service manager
The on-demand solution is a simple, quick and easy to implement solution. You might think of moving to on-premise CRM when your company needs to grow, since the switch from on-demand to on-premise is easy. You can look read the Salesforce.com site for details.
Also, there are several open source CRM applications, including SugarCRM, that you can take a look at. (Infoathand ) is one of the SugarCRM developers. Compiere is an open source ERP and CRM software that I would recommend researching.
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