WORKetc

We were highly impressed by the capabilities that work[etc] has built into its project management module. It represents a tremendous value for a SMB entity that needs an integrated solution. It compares very favorably vs. the leader in the space which had been our "go to" in the Google for Work Ecosystem. If we have more sophisticated needs, we would jump to another product which supports Agile, Scrum and point estimates which EVERYONE but for the OCD PMP types and engineers just HATES!

It provides the basis for a PSA platform that beats the stuffing out of Xero's sister produce due to its much tighter integration with Google For Work, and it is a tremendous add in to any side of what we call Functional Triangle Workflow. [which is explained at [http://abizinabox.com/abizinabox/apps/app-platforms/worketc-crm-customer-support-ticketing-project-management/functional-triangle-workflow/]

I use WORK[etc] for managing the clients we have, the various sides of the business of offer, projects and support cases. It's a great tool to have when working with a large number of various clients, projects that need a lot of space to expand, with detailed Sub-projects, ToDos and Support Cases.

We've seen benefits of integration. All our team members can collaborate on customer/client interaction. No more email chains, ccs, bccs, etc.

Everyone knows the concept "best of breed" and typically vendors that focus on being best of breed for their flagship product will be more successful than one that offers an All-In-One product. The reason is that its hard to be best of breed at everything so they end up being best of breed at none.

WorkEtc is an exception to that rule as they have incorporated enterprise wide information management into one package and does it all very well. I have used SalesForce.com, SugarCRM, SharePoint, ZenDesk, Zoho, FreshDesk, Harvest, and more. While they are all great products and have their strengths none of them do it ALL or as well as WorkEtc. Best of all, in our case WorkEtc was less expensive after we compared using one system versus multiple subscriptions to other products.

Our sales team can now enter leads, that turn into customers, that later have projects, and then support. Employees can create time sheets and expenses related to customer projects that can be easily exported into our billing system. Support tickets are automatically tagged to customers and if necessary support employees can create a billable timesheet entry right from the ticket. We also use it to encourage internal communication using discussions and knowledge base articles.

Another thing to mention is the Google Apps integration. If you are using Gmail, the plug in is really handy. If by chance a customer emails me directly with an issue, I can create a new support ticket from the email message very easily. Also if you already have a document library in Google Drive, it can easily be shared within WorkEtc with just a few clicks.