First of all, great package.
At the moment I'm starting a consulting buisness in Belgium. I was searching for a package like this for a while and this is the one who gets the closest to what I was searching for.
However I have a suggestion to implement a multiuser chat in myitcrm. I think it's an added value to have a chat on the website.
This could be combined on the website with a login for the customer to see his invoices, and to make a trouble ticket.
I have been searching for a while for a good chat also, and this one I like
http://mibew.org/ it's also a gpl license so I think it can be integrated.