a) Capture/Collect Customer Information - currently they really have no database of the many people who spend so much money with them each year.
CRM: Video Tutorial, docs.
(b) Order Tracking/Management - A Sales Rep has to be able to take an order and keep track of what is going on with that order up to completion. Also Management must be able to look at any order and see who created it, who is supposed to be working on it and what is the current status of the order.
Sales Cycle: posted above, docs
Production - In their system an order can go from the Sales rep to either the Art Dept or Assembly Dept or both at the same time
It is the part of the general workflow. When a Sales Order is created, you can create a Production/Work Order directly and start the manufacturing process.
Would like some more info regarding the last point to know what you exactly require to achieve.