It's popular to use software for all aspects of service work. Your system is confusing because (1) multiple forms/emails cover the same work, (2) headings/descriptions are stock and not specific to the work, (3) quotes are robotic and (4) overall the system is impersonal. The software seems to be driving the service instead of being an effective tool to support the work... and the people involved. The emails cold easily qualify as spam. Send me a quote attached to an email, then send me one with a field report and invoice attached.