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My name is Jason Morley-Nikfar and I currently work with the
Arthritis Foundation national office in Atlanta, GA.  Currently, I
handle all support for our CRM software system, including helpdesk
and data services requests.  I also manage the operation and
maitenance of Web+Center at the foundation.

Our initial implementation was on Web+Center 3.0 in 2002.  We now
maintain a customer database of around 600 users.  We recently
upgraded to the 5.0 release and are very pleased with the new
functionality it has given us.

We have the Customer+Center page seamlessly integrated with our
existing national intranet.  We have used a custom stylesheet and
custom header/footer files to present the CustomerCenter pages with
the same look and feel as our existing intranet pages.  Because we
are a non-profit organization, we have also customized the language
config files in the Language directory to fit our business model.
For example, we use the "Company" field to track which chapter the
user is calling from.  So, we have changed the field label
to "Chapter".  We have also done minor updates to the Tech+Center
pages' source code to tailor functionality to our organization.  One
such change is to include the case number and one-line description
as the subject of the email when the customer's email address link
is clicked on a case. Minor changes, but sometimes they can be big
time savers.  I would love to hear from other users who have done
modifications to the standard functionality.

I'm looking forward to the interactions to come on this new forum.
Hopefully we can help each other avoid reinventing the wheel!

Jason Morley-Nikfar
CRM Account Manager
Arthritis Foundation National Office