IT support and managed services businesses
How IT support and managed service providers use KookaCRM for one-off callouts, project quoting and recurring support subscriptions, with optional tracking of customer devices and equipment.
Available · Last updated 18 July 2026
The business problem
IT support and managed service businesses juggle three very different kinds of work at once: urgent break/fix callouts billed by the hour, larger project work that needs a proper quote, and ongoing support arrangements that should bill automatically every month. Without one system, technicians end up tracking client hardware in spreadsheets and support agreements get renewed or invoiced from memory.
How KookaCRM solves it
KookaCRM lets an IT business capture enquiries from the website or over the phone, quote project work (optionally using Smart Quote to gather details up front), and bill break/fix callouts on a callout-fee-plus-hourly basis. Recurring managed support can be sold as a package with a subscription behind it, and customer devices or equipment can optionally be tracked against each customer once asset tracking is switched on for the tenant.
Common business problems
- Support agreements are tracked in spreadsheets instead of the CRM
- Client hardware and warranty details live in someone's inbox
- Break/fix hours are under-recorded because there is no simple time capture at the callout
- Recurring support clients get invoiced late because billing is manual
Recommended customer entry points
- Website enquiry form
- Staff phone intake
- Subscription application form
- Smart Quote for project work
Recommended pricing models
- Quote to invoice
- Subscription / recurring billing (beta)
- Callout fee plus hourly
Useful KookaCRM capabilities
- Website enquiries and phone intake create a lead automatically
- Smart Quote can gather project details and photos before you quote
- Callout fee plus hourly billing for break/fix work
- Quotes convert straight to jobs and invoices once accepted
- Packages and subscriptions for recurring managed support are available as a beta capability — recurring invoices are created as drafts for staff to review before sending, not sent automatically
- Customer asset/device tracking is an optional add-on that needs to be requested and switched on for your tenant before it appears
Example starter services
- Break/fix callout
- New PC or network setup (quoted)
- Managed support subscription
- Cabling or infrastructure project (quoted)
How it works
Enquiry or phone call captured as a lead, then
Job or project quoted, or callout logged for break/fix work, then
Quote accepted online, or callout completed and hours recorded, then
Invoice raised and paid, then
Managed support customers are set up on a package with a recurring billing schedule
Example end-to-end workflows
Break/fix callout
Customer calls or submits the website enquiry form describing the fault, then
Staff log a callout job and confirm the callout fee, then
Technician attends site, logs hours worked, then
Invoice is raised for the callout fee plus hourly time and sent for payment
Managed support subscription
Customer applies via the subscription application form or is signed up by staff, then
A managed support package is selected and a subscription is set up (beta), then
Each billing period, a draft recurring invoice is generated for staff to check and send, then
Customer pays online once Stripe Connect is set up for the business
Payment options
- Invoice with online payment (once Stripe Connect is set up)
- Bank transfer against an invoice
Setup requirements
- Stripe Connect set up if you want customers to pay invoices online
- Packages and subscriptions enabled for recurring managed support billing
- Asset/device tracking requested and approved if you want to record customer equipment
Availability
Website enquiry, phone intake, Smart Quote, quoting and invoicing are fully available. Recurring subscription billing for managed support plans is a beta capability that produces draft invoices for staff review rather than fully automated billing. Tracking customer devices and equipment is an optional add-on that must be requested and enabled for your business before it is available.
Related guides
- Business SolutionsBeta
Managed IT support signup and billing workflow
How a customer signs up for a managed support package, how their devices can optionally be tracked as assets, and how recurring invoices are generated on a billing schedule without automatic card charging.
- Packages, Subscriptions and CommerceBeta
Packages and Subscriptions
Set up packages and agreements that generate recurring draft invoices automatically — a beta capability for recurring revenue that stops short of automatic card charging.
- Jobs and OperationsBeta
Customer Asset Management
Track devices, equipment and documents belonging to a customer, log maintenance history, and link related jobs — a beta add-on for businesses managing ongoing customer assets.
- Customer Entry Points
Smart Quote
A guided public quote request that uses AI-assisted analysis to help triage and classify jobs, while your own pricing rules — not the AI — decide the pricing outcome.
- Customer Entry Points
Website Enquiry Forms
A tenant-specific enquiry form that captures new work from your website and turns every submission into a lead and intake record your team can action.