History: Introduction

First of all you might want to setup some things to organize your work.

Setup your CRM (Customer Relationship Management)

You should setup all the information needed by the client in one single place as it can be multiple persons, your contact can change (quit, replace...) or client can just loose the information. And you don't want to re-explain things each time.
Your CRM should also include a case tracker to allow a collaborative process for the specification gathering process and bug/feature report as it allow multiple persons to comment and be notified.
Documentation provided to client should include:

• Company contacts,
• Project specification,
• Project Documentation,
• Production specification.

Setup your Bugtracker

It should contain all the information needed by your internal team and/or external contractor in term of:

• What is the company and contacts,
• How to communicate,
• Best practice development,
• Used tool,
• Development process,
• Reporting,
• invoicing (for contractor).