I have worked in the IT field for quite a few years now, currently I work for a major US airline and in the past I worked for major mortgage servicing companies. Both of these companies have invested a lot of time and money in their customer service software. You can not afford to run a business these days and not offer good customer support. In order to do this you need the right software.
The mortgage company that I worked for wrote custom components to support the customer support software and this was very expensive in dollars and man hour to complete this task. There are many great off the shelf solutions for customer support software and you can find some good examples if you click here.
Keep in mind that many off the shelf solutions can also be tailored to meet your specific needs, so if you don’t see all the features just remember that you may be able to find a developer to create the components that the off the shelf solution is missing.