Help please – Capsule CRM as OMS

I just started working for a smaller based business that utilizes capsule CRN. Being completely honest, they have no idea what they're doing, then don't get much support from capsule. The business is a service-based printing company, where they sell ink parts and service the machines. They also have QuickBooks online for invoicing.

I'm trying to get everything set up with some sort of process. As of right now they're using QuickBooks to create an invoice (which they're using as their order number, yes I know that's a big issue to begin with because it's throwing off their actual sales numbers) and then entering the invoice number into capsule as an opportunity (sales order).

They have set up several tracks, but half don't even apply to any sort of order flow. Again. The whole thing is driving me insane. I've worked with Oracle, Acctivate, Sage, as OMS and may be expecting too much from Capsule. After all, it is a CRM not OMS.

Can anyone offer some insight as to how I can utilize what Capsule has to offer in able to create a process for entering sales orders, or service calls? I thank anyone in advance for the help.