CRM Business Hub A CRM for IT service providers that links contracts, tickets, hours and invoices
Client emails become tickets with SLA clocks, extra work becomes billable hours, and the maintenance fee goes out as a recurring invoice. You see on one client record whether the agreement still pays.
- Cancel anytime
- No long-term contract
- 14 days free
What it looks like in practice
08:05, the first email of the week
A client's office manager writes that the shared printer is offline. The email reaches your support address and becomes a ticket in the right department, assigned in rotation, with the first-response clock running.
The SLA that almost slipped
The ticket list shows what waits for an answer and which SLA is close. Set the ticket to a status that pauses the SLA while you wait for the client, so the clock is fair to both sides.
Work outside the agreement
The printer was the start; the client now wants a new laptop set up for a hire. Create a task from the ticket, run the timer while you work and keep the hours billable.
The first of the month
The maintenance fee goes out as a recurring invoice, and the extra hours go on their own invoice from the project. The client pays online or by transfer, and the bank import matches the money.
A CRM for IT service providers has to connect the contract you signed, the tickets your clients send and the hours your technicians spend, because that is where the margin is won or lost. CRM Business Hub keeps all three on the client record. Each support department has its own reply address and an IMAP mailbox, so an email to your support address becomes a ticket, threaded by message ID or ticket number. SLA policies set first response and resolution times in business hours, and every ticket shows when each is due. The page on help desk ticketing with SLAs goes into the details.
Maintenance and service agreements live as contracts with value, term, billing cycle and automatic renewal, while the monthly fee runs as a recurring invoice. Work outside the agreement starts from the ticket: create a task, track the time with a timer and keep it billable until you invoice it. Projects such as an office move or a mail migration bill as a fixed fee or by hours. Reports show ticket volume and SLA results next to revenue and project profitability, and API keys and webhooks connect your other tools on the plans that include them. To price your hours, use the service hourly rate calculator, and for the client's view of the relationship read the partner that stays.
What you get
Email to ticket, per department
Give each department its own address, members, SLA and assignment in rotation or to a fixed person. Connect its mailbox, test the connection and let incoming email open or continue tickets on its own.
SLAs your technicians can see
Set first response and resolution times in business hours. Each ticket carries an SLA card with both due times, the list counts breached SLAs, and statuses you mark as pausing stop the clock while the client has to reply.
Faster, cleaner replies
Answer with rich text, attachments and CC, or leave an internal note for a colleague. Canned replies cover the routine, and the AI summarizes a long thread or suggests a reply you check before sending.
Automation for the routine
Rules start when a ticket is created, answered or changes status, or every hour. Under your conditions they assign, tag, set priority or department, notify someone or close the ticket.
From ticket to billable hours
Create a task straight from the ticket, track time with a timer or add it afterwards, and keep it billable. Invoice the hours or the project when the work is done, at the rate you agreed.
A CRM for IT service providers that shows SLA and profit
Reports for ticket volume, SLA, time and project profitability sit next to revenue. Clients rate solved tickets from one to five on the ticket page, and the rating shows on the SLA card.
Point one support address at CRM Business Hub
Add the app to a free workspace, create a department with its mailbox and SLA, and let this week's client emails become tickets. By the end of the fourteen-day trial, the SLA report shows how fast you really answer.
How to get started
Sign up and invite your technicians
Sign up, add CRM Business Hub and invite the team. Roles decide who works tickets, who sees contracts and who sends invoices.
Set up departments and SLAs
Create departments such as support and projects, connect their mailboxes and attach an SLA policy with response and resolution times.
Add clients and their agreements
Import your clients, create a contract per maintenance or service agreement and set up the matching recurring invoice.
Work tickets and bill the extras
Answer tickets within the SLA, turn extra work into tasks with tracked time and invoice the billable hours at the end of the month.
Pricing
CRM Business Hub is priced from a fixed monthly price (see pricing) for your whole workspace, not per technician. Tickets, contracts, projects, time tracking, invoices and online payments with Stripe, PayPal and Bankart sit in the same app.
If you want your monitoring or accounting tool to talk to it, API keys and webhooks come with the higher plans or as an extension.
Is it the right fit?
A good fit if
- Small IT support companies that look after offices, practices and shops
- Providers who sell monthly maintenance agreements and bill extra work by the hour
- Teams that receive support requests by email and want SLA times they can show clients
- IT firms that also run set-up and migration projects with a budget
Not the right fit if
- Providers that need remote monitoring, patch management or remote access to client devices
- Teams that keep a hardware asset register for every client
- Clients who expect a portal with login listing all their tickets: each ticket has its own page by link
- Providers that want a knowledge base or self-service help center for their clients
Frequently asked questions
What should a CRM for IT service providers connect?
Can clients open tickets without an account?
Does the SLA clock stop while we wait for the client?
How do we bill work outside the maintenance agreement?
Can we connect our own tools?
Does the AI answer clients on its own?
Do we pay per technician?
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Ready when you are
Set it up in your own workspace and see how it works with your data.
- Cancel anytime
- No long-term contract
- 14 days free
