In Spreadsheet hell and I need another option for my hybrid tool of CRM and FAQ

This member is in a bit of a pickle, as they say. Excel no longer fits his needs. He wants to take calls from people in the community, and based on those calls, provide education or one of several services. Once initial contact is logged, he wants to track any further contacts and enter what was done.

What tools would you recommend for this series of tasks?

Donate your brain. Answer it now!