I am looking for recommendations for software that provides a one stop shop for client and project management. At the moment we are using a couple of unrelated bits of software which are cumbersome and don't play together nicely. The aim is to have a single tool, used by developers, QA and management - our company is all home based, there is no central office, so this needs to be web-based. As a company we have a little over 100 clients, 6 developers, 2 QA testers, 7 client support + managers.
We need to keep track of the clients and communication between us and them. Clients have support contracts which entitle them to a set number of pre-paid support hours and it would be good to be able to track this and see how much is left per year.
Each client typically has 1 website with us (all based on the same basic template but customised) so the work tends to be quite similar.
Requests / bugs should come in and first be assessed by the client support before being placed in a pool for estimating. They must be estimated before being allocated for the coming week's work schedule for developers. After coding they need to be tested and then the changes / fixes released.
We use mercurial and cruise control.net, so integration with these would be a bonus.
I have started to look at Target Process and there are nice features there, the help desk looks handy, but the UI looks confusing and I might struggle to train the QA / Support team who are not very pc literate!