Help desk and B2B CRM operations in one workflow

Where split tools cost you accounts

A ticket in one tool, a quote in a spreadsheet and a project plan in a third system mean nobody can answer "where does this partner actually stand" without opening all three. A renewal conversation starts cold because the account owner never saw the open support ticket. A quote stalls because the salesperson does not know a ticket already flagged the same issue. Reporting on support load, pipeline and delivery status needs three exports stitched together by hand, so it happens rarely and late.

Where this solution ends and support automation begins

Customer support automation automates the inbound conversation up to a defined escalation point: intent classification, an automated answer and a handoff with context. This page picks up from there and from the sales side: it is the system of record that holds the ticket, the chat, the lead, the quote and the project once a person or the AI triage layer has acted. A business running only consumer support volume, with no B2B accounts, quotes or project follow-up to track, is usually served by the support workflow alone.

Data and integrations

The objects to design are the account, the ticket, the chat transcript, the lead, the quote or proposal, the knowledge base article with its version, and the project with its milestones. Each needs an owner and a defined behaviour when a sync between systems is uncertain, since a half-updated account record is worse than a stale one.

• Netbase works with commercial and open-source AI models chosen per project; no vendor partnership is implied.
• Role-based access control and multi-factor authentication apply to admin dashboards, with contributors under NDA.
• Netbase delivers remote-first from Hanoi in Agile increments with weekly reviews, using AI-assisted engineering under human review.

Delivery modules

Netbase deploys a help desk and B2B CRM for business partners that brings sales chats and client requests into one dashboard, with ticket creation, assignment, prioritisation and tracking, support reporting and analytics, workflow automation, a knowledge base, lead capture, scoring and nurturing, sales collaboration and quotes, sales performance analytics, a project platform with milestones and objective tracking, and a custom proposal system. Each module is a milestone with its own acceptance test:

• Intake and triage: one dashboard, AI classification, confidence thresholds and the knowledge base it answers from.
• Ticketing: creation, assignment, prioritisation, tracking and support reporting.
• CRM: lead capture, scoring, nurturing, sales collaboration and quotes.
• Reporting: sales performance analytics alongside support analytics on the same account.
• Project follow-up: a project platform with milestones and objective tracking, and a custom proposal system.

Rollout

Stage one maps the current tools and the fields each one owns, so the account, ticket, quote and project objects are agreed before anything is built. Stage two builds intake, triage and ticketing first, since that is where the volume and the escalation risk sit. Stage three adds the CRM and quoting layer once ticket history is flowing into the same account record. Stage four connects the project platform so a sold account keeps its support and sales history visible through delivery.

How success is measured

Track response time and resolution rate by ticket type; the share of chats and tickets triaged automatically against the share escalated, with reasons; quote cycle time from request to sent; how often a project kickoff starts with support and sales history already visible to the delivery team; and how current the knowledge base is against the tickets it is meant to resolve. These are your numbers, on your account record.

Who runs this workflow

The workflow fits organisations whose business clients generate a mix of support tickets, sales conversations and delivered projects on the same account: agencies, consultancies, software vendors with partner channels, and firms in professional services with a client desk and a pipeline to manage together. It does not fit a purely consumer support queue with no account, quote or delivery history to track, which is better served by customer support automation on its own.

Proof from delivery

For a client who is not named, Netbase built a WhatsApp Business AI chatbot with intent and conversation-flow handling, a large language model API with GPT-4 in the stack, and CRM synchronisation for lead capture, customer data and workflow automation, delivered in milestones from design and prototype to documentation, knowledge transfer and 30 days of support, over four to eight weeks. Netbase has also delivered anonymised client AI projects including retrieval-based knowledge assistants, document AI and MLOps pipelines, the pattern this page's triage and knowledge-base layer draws on.

The closest published example of the CRM side of this workflow is the multi-tenant cloud ERP SaaS platform, where Netbase worked as offshore development and managing partner on a system covering CRM, real-time messaging, HR, knowledge base, custom fields and workflows, and work and project management for a US client that is not named. The full chatbot record is the WhatsApp AI chatbot and CRM integration page.

Services behind this solution