The design keeps our support records in synch, yet separate from admin database tables. We migrated to this from a homegrown MS Access system for the obvious accessibility reasons. The coding and DBA stuff was handled by our web admin and another support staff member. Design issues were hammered out by all support staff members. So far, so good.
Next steps are secure-user access, inventory integration, and knowledgebase services.
Costs incurred were on the personnel side - design and programming time. We already used ColdFusion, Oracle, and Access for other web services. Almost zero deployment costs as we use the web client. We customized heavily and also added web accessibility through the Web Companion product in Filemaker. By starting with SSD as a template, we estimate that we cut several months off the development time.