203151 CRM/Support Customized app

We need to customize an exisiting CRM tool or develop a entire tool. In a high level in needs to accomodate the following: Support Tickets created by receiving an email Client orders generated by receiving an email from web store. Needs to be able to send automated emails based on order status Need to be able to integrate with UPS and FedEx based on there requirements to process and receive data from them to update status of orders. Need to be able to process integrate with C\C gateway. All actions and activies will be based on client. This needs to handle high volume of clients and support inquires. As described in title this can be a customization of an exisiting CRM or development of unique solution. This must be web-based and prefer to host on our machines to not incur monthly fees. We could do on windows machine or linux. Please give a detailed plan of completion (customization or develop) etc. Sample database work also preferred. No canned response. Make sure to include timeframe. Also, everything needs to be customer centric. More details of actual process required will be provided to a select few based on responses, communications. Thank You