I like how easy it is to create, edit and use workflows in crush errors. It also has a great reporting system which allows you to see what was completed by each team member. If there's anything I dislike about crush errors then its the fact that they have started charging for their service (which i think is fair enough). There are many other free services out there. However, if you're looking at making your own solution then this could be worth considering. We were using an internal CRM but we needed something more robust than that so we decided to give crush errors a go. The benefits of having our own customised tool in place have been fantastic.