A CRM built around how IT managed service providers actually get paid
CRM for IT managed service providers in India — support tickets, AMC/support contract renewals and client billing on one connected platform.
The challenge
IT services and managed support companies run a different shape of business than a one-shot software vendor: revenue is mostly recurring (AMC and support-contract renewals), delivery is mostly reactive (support tickets and on-site break-fix visits), and a single client account can span helpdesk, remote support and periodic site visits all at once. A generic sales CRM tracks the first sale reasonably well and then goes quiet — it has no natural place for the support tickets, SLA commitments or renewal conversations that make up most of an MSP’s actual workload.
The result is the same pattern many IT services businesses in India already run into: a CRM for new client acquisition, a separate helpdesk tool for tickets, a spreadsheet for AMC/support-contract renewal dates, and a billing tool that doesn’t know about any of it. A client calling in with a support issue is invisible to whoever closed the original deal, and a support-contract renewal quietly lapses because nobody connected the ticket volume to the contract’s expiry date.
Searching for "CRM for IT managed service providers" usually turns up either a generic sales CRM with a helpdesk plugin bolted on, or a niche AMC-tracking tool with no real CRM behind it. IT services companies in India need both halves working off the same client record: the sales/renewal side and the support-ticket/SLA side.
How DexVee helps
Sales, support tickets and AMC billing on one client record
IT services and support companies typically run on DexVee’s CRM, Helpdesk, Field Service and Finance modules together — a support contract, its tickets, its scheduled visits and its billing all sit against the same account, not four disconnected tools.
SLA-driven support tickets
Client support tickets are tracked with response/resolution SLAs by priority, so a client on a premium support contract gets a visibly tighter SLA than one on a basic plan — enforced by the system, not by whoever picks up the ticket.
AMC & support-contract renewal tracking
Annual support and AMC contracts are tracked to expiry with automated pre-renewal follow-up, so a client’s support coverage — and the recurring revenue behind it — doesn’t quietly lapse.
Escalate a ticket to an on-site visit
A support ticket that needs a site visit converts directly into a Field Service work order, carrying over the client, asset and ticket history — no re-typing into a separate dispatch tool.
Recurring support-contract billing
Monthly or annual support/AMC contracts generate their billing cycle automatically with correct GST treatment, instead of a manual invoice someone has to remember to raise each period.
Full client account history
Every ticket, contract, invoice and site visit for a client sits against one account, so a support agent or account manager sees the whole relationship, not just the ticket in front of them.
Real-time SLA and renewal alerts
SLA-breach warnings and renewal-eligible contracts push to web and mobile as they come due, so nothing sits unnoticed in a queue until a client escalates.
What this looks like in practice
- A support ticket opens with the client’s full contract and SLA context already visible — no separate lookup to check what coverage applies.
- AMC/support-contract renewals surface automatically ahead of expiry, tied to the same record tracking that client’s ticket history and billing.
- A ticket that turns into a site visit becomes a Field Service work order in one click, instead of a second manual entry in a different dispatch tool.
Frequently asked questions
They cover related but distinct needs. IT & Telecom Infrastructure focuses on systems integrators tracking physical installed assets (routers, servers, security systems) across customer sites. This page is for IT services and support companies whose core workflow is support tickets, SLAs and recurring support-contract billing — asset tracking is available if you need it, but it isn’t the starting point.
Yes — SLA response and resolution targets are configurable per priority level and ticket type, so a premium support contract can carry a materially tighter SLA than a standard one, enforced automatically rather than by agent judgment.
Yes — helpdesk tickets cover remote support and issue tracking, and any ticket that needs a physical visit converts directly into a Field Service work order with full context carried over, so the two aren’t run as separate, disconnected processes.
The same recurring-billing engine used for field-service AMCs applies here: a support contract’s terms drive its billing cycle automatically, with GST calculated correctly on every invoice, including for clients billed from a different state than your registered office.
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