Our Customer Service and Finance departments are currently using public folders and Outlook contacts to track history with customers. Any interaction is typed into the Notes section of the contact. In the beginning this seemed manageable, but as time has gone on, users are filling the notes section with documents as well, pasting e-mails, faxes, Word documents and PDFs. Traditional CRM systems look like overkill, as they seem to be geared towards sales functions, follow ups, analysis, etc. We are looking for something to keep customer history availalble across the org., something that seems to be termed collaborative CRM.
The question: Is there a system/software that can do the above, and leverage the contact information we already have in Exchange? Sharepoint Server 2007 is installed here, and could be an option. The end idea is that users could continue to use the public folders for basic contact information, and potentially connect off to a system that is better built for storing the kind of history that we need to keep - text based interactions, as well as document attachments.
Any input appreciated.