Intuitive interface, powerful automation featureset, good support.
Expensive compared to the lightweight players. CRM is lacking.
Sync your data to Salesforce and track your team as they move work forward. Set goals for timelines, response/cycle times, work in progress, and more. Any process, any object in Salesforce.
Finding bottlenecks in Salesforce is easy with Flowdometer, a free tool for time tracking and setting SLAs in Salesforce.
Use Flowdometer to be notified of process breakdowns as they happen
If you're not sure where to start with a dysfunctional team, start with repetitive work. Figure out how things are supposed to work, and where they aren't happening this way.