Sharepoint for help desk software??

[bluedollar]

Our company is planning to develop a crm/call logging piece of software. I have been told the software needs to be web based. Our company sells and services IT equipment/networks.

My colleague is very keen to use Sharepoint. I have been told that Microsoft CRM is also a good package for what we are looking for.

What we need is a system that will:

1) log every call that we get, this log will include:
- company
- staff name
- client staff name
- time/date
- description
- hardware specific piece of hardware that caused issue
- resolved yes/no
- priority
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The ERD would look something like below:

STAFF TABLE (contains name of people in our company)
staff ID
name

CALL TABLE (contains call log info)
company id (linked to COMPANY TABLE)
staff id (linked to STAFF TABLE)
time/date
description
resolved yes/no
client staff id (linked to CLIENT STAFF)
hardware id (linked to SERVICED HARDWARE table)

COMPANY TABLE (list of companies that we service)
company id (linked to CALL TABLE and SERVICED HARDWARE TABLE)
name

CLIENT STAFF TABLE (list of staff at the serviced companies)
client staff id (linked to CALL TABLE)
company id (linked to COMPANY TABLE)
name

SERVICED HARDWARE TABLE (list of hardware that we service)
hardware id (linked to CALL TABLE)
ID (linked to HARDWARE LIST TABLE)
company id (linked to COMPANY TABLE)

HARDWARE LIST TABLE (list of hardware that we sell)
ID (linked to SERVICED HARDWARE TABLE)
description

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The above shows the base system. In the future we would be looking at adding:

1) morning check list for particular companies
2) to do list for the companies
3) link the call logging system to our invoicing system
4) if a call need to be booked into be completed at a later date, then it can be booked into the outllook calander
5) the contacts list (CLIENT STAFF TABLE) could integrate with outlook contacts
6) the system would eventually expand beyond this list

==========================================================

I have previous experience designing in:

1) Access/VBA/SQL
2) HTML/MySQL/PHP

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My questions are:

1) What would be the best packages to develop this in?
2) What is the advantages/disadvantages of different development technologies in tems of ease of learning/customability/time to develop.
3) any other tips you could think of.

Any help would be greatly appreciated.

Thanks

Dan