Customer Support and Service Tracking

[dperry56]

Has anyone used SugarCRM for service and support of manufactured products? The need to is to track hw and SW updates, failures, replacements, etc for customers. This is usually done by serial number, product number, and tracks sw updates, patches, hw modes, etc. It seems this should be an easy capability or extension the sugarcrm.

[longreach]

Perhaps have a look at Info At Hand - it has product catalog, quotes, invoices - with supported products linked to support contracts - panels of serial numbers and software rev numbers for each product - product pricing, but also annual support pricing as % of selling price for product. Email remninders for expiring support contracts, etc...