hello all. 1st post and all that.

been shopping for something like sugar for a long time and finally got around to installing it on a webserver running off a usb key

my environment is a call center. i have 22 employees assigned to me. it is not a sales team, but rather a customer service team for a content media provider dealing in internet, phone and television services. while sales is not our primary concern, our people do product upgrades and general inquiry stuff. they also deal with appointment scheduling.,.ect. most importantly, we deal with all the complaints.....

current escalation procedure does not allow tracking or comments so i had to initiate my own. enter sugarcrm.

i have entered all my employees and have started playing around iwth tracking my own callbacks and appointments. the basic feature set is intuitive and quick. but now im looking for more.

my needs are ::
- call back tracking.
- escalation tracking for the purpose of coaching representatives as to if it was an appropriate escalation
- contact history for escalated complaints
- automated email reminders of scheduled events.
- ability to sync with sugar installed on other usb keys [sharing with other management]
- employee timelining. each employee contact i have needs to be documented for the purpose of trending.

limitations are :
i have no internal server access. IT has everything screwed down so tight its a wonder we can do anything at all, nvrmind installing php/mysql on company equipment. so the usb key solution is the only solution.

other features/adjustments i would like::
- how do i customize forms? employee entry has some fields id like to rename
- how do i remove tabs from default sugar page that i do not need?
- how can i export data to a web page? i have drupal installed on the same key. id like to have http://localhost/team/employee1 present data populated from sugar data.

i know its a long list of requests, and im not asking for detailed instructions, but bcz i have the full time job of actually performing these tasks i laid out, my ability to search for resources in a timely fashion is limited. if an easy explanation is not an option, if you could please llink to a help doc or page where i can learn/research for myself, that would be greatly appreciated.

tyia!