keeping it short : Some benefits of Customer Service Centre Online ( online systems, which every you choose CRM etc ): - Allows dept heads to gather statistics on complaint areas within their business operations - Allows statistics on nature of complaints and recommendations - gather information about services rendered - gather information about issues affecting clients - Remove the poor follow ups barrier between CS reps, Clients and Company management - Vet CS reps on performance on CS related issues. Riyaz, imagine if you got an email addressed to tech dept on your PDA with a ticket number of someone complaining that the internet services were disrupted for short time. I think in many ways, CSC will help companies achieve the 99% uptime. Tracking complaints will make it very possible. my 2 cents..