RPM houses all its CRM data in its own RPM subscription.
RPM uses Freshworks for customer support/service and support content management.
On a monthly basis data from Freshworks is aggregated and sent to a Monthly Support Report process in RPM. This monthly report contains the number of support tickets received by business unit/brand, the total billable and non-billable time by business unit/brand, and total time.
This data is housed in an RPM process so that monthly trends can be identified on a dashboard.
Aside from overall support data, per subscriber data is also taken from Freshworks and applied to individual RPM subscribers in an effort to detail and report to subscribers the support they have received. From an RPM perspective, it is also valuable to RPM to see how much time and cost it takes to support individual subscribers and on average for support resource planning.