As someone whose career has focused primarily on marketing communications, I have never had much use for something like Autotask. But when a company I do consulting for asked me to take on account management responsibilities, and gave me access to Autotask, it was a lifesaver.
From my novice standpoint, Autotask has three main components: CRM, task and time tracker, and an invoicing platform (as the time tracker builds invoices).
In my account management role, Autotask helps me track new leads, the qualifying process, and input contract terms once closed. In that realm, I love the ability to input all the useful info related to a lead/contact. And of course anyone (read: the president) needs to see what's going on, he can see all of that info in one convenient spot.
We have a team call every Tuesday, and I rely heavily on Autotask to help me provide pertinent updates.
I also need insights, from time to time, into customer invoices, and those are very easily accessed in Autotask. And, our consultants (SQL consultants) use Autotask to track their time against the contracts.
And, Autotask has prepared numerous very useful and instructive "how to" videos that, especially for a novice like me, are very useful.
Every time you click on something, it opens a new pop-up window. I suppose that helps you not lose your place, but it can clutter up your screen rather quickly. I ought to look if there's a setting I can change to avoid that problem. Also, when looking up names or company accounts, the search function is a bit picky. Thankfully, there's an easy way to show all accounts at once, and since we don't have too many, that's easy enough.
Our consultants enter their time and track tickets and tasks. That helps us ensure we are solving the customers needs.
We track leads and opportunities, helping us ensure no one falls through the cracks (we hope)
There is a knowledge base area where we can keep useful info that anyone can access.