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Small Business customer contact solution?

GreasyPudding
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I work for a small (less then 10 employee) Business and am looking for a solution to an issue we are having. At the moment we only have a single method of contact for the company as a whole and its also used for dispatch to send employees to customer sites. I understand that call forwarding exists but that does not solve two distinct problems I have.... That some of our customers send us only SMS or Txt messages to start tickets, and that there is not a way to centralize the record or have two different employees view call logs and or conversations with the customers for billing and accountability. Does anybody have a solution that has worked and or a good place to start? 

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