All our clients are provided with a username and password to log support calls to our online help desk. This system records the time/date of the call, how long the call sits in the queue before response, what the response was, how long the job took, and exactly what was done.
The detail from the help desk is imported into our Accounting system and is used for invoicing. Clients can update Job details, add data, see how progress is going, and print out various reports. These reports include things like total time on site for any defined period, number of jobs, chargeable or contract hours etc.
In effect it provides an audit trail for all of our work, and we use it for data to verify that our contracts are economical.