We're looking at setting up a CRM based support system to enable us to provide better support for all our partners and clients. The reasons being
1. Requests won't get lost in Spam / Mail filters
2. Deleted by accident
5. Allow ongoing easy to follow discussions (with a lot of partners is sometimes quite a feat not to send the right answer to the wrong person )
6. Build a knowledge and Solutions Base
Question being, if you needed support would you use it or prefer to stick to Email etc.