[otrs] Implementation of otrs

Hi, I'm working on a CRM project and my boss asked me to verify if otrs could be the solution for handling mail and phone request. I would like to know what could be difficult to implement otrs in my company. What should be done? On which point should I be vigilant? I have read the documentation but some point are still blur. Thanks for your help. ______________________________ <> Benoit Talineau Alliance Project Assistant NEC Computers SAS Angers ' +33(0) 2 41 36 70 98 * Benoit.Talineau@nec-computers.com