CRMSolutia Openvision presupune implementarea cerintelor functionale ale clientului pe platforma open source Sugar CRM. Scopul acestui document este acela de a lista componentele cheie ale solutiei propuse si de a concluziona care versiune a Sugar CRM va fi folosita.

Sugar CRM este nucleul principal folosit de Openvision pentru a livra solutii avansate de Business Intelligence dedicate imbunatatirii proceselor economice. Sistemul CRM (Customer Relationship Management) ajuta companiile sa-si alinieze departamentele de marketing, vanzari, suport si management executiv oferind uneltele necesare in desfasurarea activitatii pentru fiecare departament in parte.


Marketing

Automatizarea departamentului de Marketing consta in posibilitatea angajatilor de a crea si trimite campanii email-based pentru a urmari posibili clienti care apoi vor fi incredintati reprezentantilor de vanzari. Modulul de campanii contine de asemenea unelte de captare a lead-urilor direct din website-ul corporate.

Vanzari

Cresterea performantelor departamentului de vanzari prin simplificarea procesului de gestionare a clientilor/partenerilor.

Acces rapid la informatii despre oportunitati si calculul automat al profitului adus de acestea, impartit pe semestre financiare: Q1, Q2, Q3, Q4.

Suport clienti

Folosind solutia noastra, companiile au siguranta ca problemele intampinate de clientii acestora vor fi tratate rapid si eficient.

Modulul de suport clienti centralizeaza problemele semnalate de clienti prin toate canalele de comunicare si ofera posibilitatea creerii de grupuri email sau, mai mult de atat, posibilitatea clientului de a interactiona cu un portal self-service.

CRMRapoarte

Modulul de rapoarte transforma datele in obiecte interpretabile. Managerii pot monitoriza performantele afacerii la nivel global folosind diferite unelte: marketing analytics, sales trends, case reports. Fiecare are posiblitatea de a-si personaliza propriul mod de citire a informatiei.

Colaborare

Toate departamentele unei companii au posibilitatea de a interactiona in cadrul sistemului si de asemenea pot avea un spatiu comun de document management sau wiki.

Platforma Sugar CRM

Capabilitatile acestei plaforme permit administratorilor sa editeze layout-ul fiecarui modul in parte. Se pot scoate sau adauga campuri noi, relationarea acestora cu baza de date realizandu-se automat in cadrul sistemului. Utilizatorii avansati ai sistemului pot crea rapoarte fara a avea nevoie de cunostinte de programare.


Sugar Capabilities

SugarCRM’s award-winning Sugar offers a single system of truth for managing customer interactions across different lines of business.

Learn more about Sugar sales force automation, marketing automation, customer support and reporting capabilities. See how we support these critical business processes with collaboration and platform capabilities to meet the individual demands of your business.

Sales Force Automation

sugar crm sales force automationSugar drives sales performance by allowing sales representative to track and share contacts and opportunities, manage and upsell into existing accounts, forecast revenue, monitor performance through dashboards, manage quotes and contracts, work offline through our mobile solutions and collaborate through integration with Microsoft Outlook and other groupware applications.

  • Impact
    Share sales data across individuals and teams
  • Focus attention on the most profitable deals
  • Bring new sales representatives up to speed
  • Present effective presentations and proposals to customers
  • Monitor quota progress and business performance

Opportunity Management

crm 2Sugar Opportunity Management allows your team to close deals faster by sharing consistent sales information, tracking deal progress, and recording deal-related interactions. Customize Sugar to fit how your opportunity management process works, including sales methodologies, account details, and opportunity handling.

Impact

  • Share opportunity information across individuals and teams
  • Increase sales productivity through standardized sales processes
  • Ensure effective opportunity handling through collaboration and workflow
  • Tailor sales methodologies to meet your business needs

Opportunity Tracking and Reports

Track and manage multiple opportunities through real-time reporting. View opportunities by team, product or geography in charts and then drill down to understand how the opportunity is progressing. Roll-up and analyze opportunities from across your organization. Understand how different units are performing and what improvements can be made.
Opportunity Reminders

Ensure follow-through as opportunities progress across sales stages. Designate certain actions that need to be taken and automate reminders to ensure that teams and individuals take the necessary steps to close the sale.

Customized Sales Processes

Adjust Sugar to fit your sales process. Customize the application to mirror how your organization tracks opportunities or download extensions from the SugarCRM community that track opportunities based on your industry and company size.

Sugar Contact Management

3Consolidates contacts into a single location and associates accounts with sales opportunities, account information and customer case information. Proven import and de-duplication technology ensures that companies have a clean, consistent view of customers and relationships.

Contact Imports

Import contacts from a variety of data sources in a few simple steps. Sugar supports data transfer formats for Salesforce.com, Act, Microsoft Outlook, Excel and CSV formats.

De-Duplication

Automatically ensure good data quality through de-duplication checks which scan for similar contact records upon import.

Record Merge

Merge similar records in a few simple steps. With record merge, companies can combines information from multiple records to create a single master, reducing duplicate contacts while increasing data cleanliness.

Sugar Account Management

4Provides a single view of customers across products, geographies, account, and status. In one single page, users see not only account information, but all associated sales opportunities, contacts, activities, history, cases and quotes. Account management gives your organization the ability to build tighter, more profitable relationships by understanding the status of each account.
Impact

– Understand account status and relationships

– Improve up-selling and cross-selling opportunities

– Ensure consistent interactions with customers

– Share account information across marketing, sales and support departments

Single Account View

View all information related to accounts, including contacts, interactions, campaigns, service request history, and other attributes.
Account Ownership

Define who in your organization owns the account relationship and who else is involved in selling or supporting the account.

Coordinated Interactions

See who in your organization is interacting with the account before engaging. Understand if there are other marketing, sales or service interactions occurring with the account.

Sugar Forecasting

5Gives sales representatives and managers the ability to generate accurate forecasts based on sales data in SugarCRM. Managers can create, assign and edit quotas for their team, roll-up forecasts across individuals and teams, and measure forecast accuracy relative to commit amounts. Sales representatives can take advantage of scenario planning tools to generate high, medium and low forecasts, utilize worksheets to develop accurate commit amounts, and track their sales progress from the Sugar homepage.

Scenario Planning

Generate more accurate forecasts with high, medium and low commit amounts to product a more complete view of future sales results.


Forecast Worksheets

Leverage sales opportunity and sales stage information within Sugar to develop more meaningful and accurate sales forecasts.


Forecast Roll-Ups

Consolidate sales forecasts from individuals, teams or divisions to gain a macro view of how company is performing relative to quota.

Sugar Quote and Contract Management

6With this functionality, sales reps can generate accurate quotes with support for multiple line items, currencies and tax codes. Quotes and contracts can be delivered to customers via email, Word or PDF. Strong version control functionality ensures reps can more easily manage multiple versions of quotes and contracts.

Impact

– Generate and present accurate quotes and contracts to customers

– Manage multiple revisions in a single location

– Gain a clearer picture of customer agreements and products purchased

Outlook Plug-In

Sugar connects Microsoft Outlook with important CRM data to ensure information is coordinated and shared across the company. With a few simple clicks, Outlook users can file Outlook email, contacts and calendar information into various Sugar modules, including Accounts, Opportunities, Leads, Cases, Contacts and more.

Impact

– Capture important customers communications within Sugar

– Ensure that calendar and e-mail are coordinated between groupware and SugarCRM

– Eliminate redundant communications and desktop navigation

Mobile Solutions

7Stay in touch while on-the-go with Sugar mobile functionality. Sugar offers wireless and PDA access that is hassle-free so you can continue to work away from the office. For our enterprise users, Offline Client Synchronization allows employees to work offline and automatically update Sugar when they return to the network. Sugar mobile solutions translate to less downtime and greater productivity.

Impact

– Improve sales productivity with mobile access solutions

– Access Sugar from any smart phone or PDA

– Work offline and update Sugar information automatically when you return to the network

– Implement mobile functionality quickly and simply across our deployment options

Sugar Dashboards

Provides employees and managers real-time information about leads, opportunities and accounts. Define access based on user profile and expose the information employees need to know to get their job done. Automatic consolidation of sales data from across teams reveals the information executives needs to drive performance across their business.

Impact

– Present user-specific information about sales opportunities and progress

– Consolidate sales information from across the business for executives

– Customize charts and reports based on key metrics

– Drill down on charts to understand account progress and individual performance

Personalized Dashboards

See your personalized sales information on your Sugar homepage when you log-in each morning. Display multiple dashboards on your homepage in a variety of formats, including line, pie, bar, performance, scatter plot charts.

List Management

Create accurate target lists based on Sugar reports or through importing third-party in lists.
Email Design

Present a consistent brand identity through HTML templates and design tools to ensure your best is presented to customers


Email Monitoring and Queue Management

Monitor email marketing responses, including open e-mails, click-throughs, unsubscribed, and leads generated to ensure campaigns target the intended audience


Real-Time Information

See information as it happens with real-time dashboards of sales performance. Share dashboards with team members to align goals.


Chart Drill-Down

Investigate account progress and sales performance by viewing the account information contained within sales dashboards.

Marketing Automation

8Sugar closes the loop between marketing and sales. Create, execute and track campaigns across multiple channels with the campaign wizard. Develop compelling email marketing programs and capture leads directly into your CRM system with web-to-lead forms. Manage and assign leads to your sales reps and track the marketing ROI of your programs.

Impact

– Create and execute campaigns across marketing channels

– Captures leads directly into CRM System

– Measures return on investment of campaigns

Sugar Multi-Channel Campaigns

Centralizes the development, execution and monitoring of campaigns across multiple channels. With Sugar campaign management, companies achieve better visibility into the effectiveness of marketing spend.

Impact

– Provide detailed views into campaign effectiveness across marketing and sales stages

– Define campaign routing and approvals to ensure buy-in across the organization

– Benchmark campaigns to understand which campaigns produce the most revenue

Multi-Channel Campaign Management

Manage web media, email, newsletter subscriptions, webcasts, telesales, print advertising, TV and radio advertising.
Target-to-Lead Tracking

Track campaigns based on campaign type, account or industry so salespeople understand why customer responded.
Workflow Approvals

Define the information flow for the campaign so that the appropriate stakeholders can view and test the campaign before launch.
Campaign Benchmarking

Benchmark campaign effectiveness based on direct mail, phone, trade shows and email.

Campaign Wizard

9The Sugar Campaign Wizard simplifies the process of creating a campaign by walking users though a simple process that gathers all the information needed to execute a campaign. The Campaign Wizard gathers information about the marketing channel, target, program dates, budget, expected revenue and offer to ensure that campaigns are effective and measurable.

Impact

– Simplifies campaign design, execution and tracking

– Ensures proper testing, suppression, and list management

– Offers real-time activity and ROI reports

Email Marketing

Sugar allows marketing managers to identify the correct target for a given campaign, design offers that convey the brand identity of the organization, and track the response rates once a campaign is executed.

Impact

– Ensure campaigns are brand consistent and coordinated across customer channels

– Monitor campaign execution to ensure offers reach the targeted audience

– Track and assign opportunities to campaign leads

– Control opt-in and opt-out lists

List Management

Create accurate target lists based on Sugar reports or through importing third-party in lists.
Email Design

Present a consistent brand identity through HTML templates and design tools to ensure your best is presented to customers
Email Monitoring and Queue Management

Monitor email marketing responses, including open e-mails, click-throughs, unsubscribed, and leads generated to ensure campaigns target the intended audience

Web-to-Lead Forms

Designed for non-technical users, Sugar Web-to-Lead Forms simplify the process of capturing leads into your CRM system. By embedding a customizable form within customer-facing web sites, Web-to-Lead forms directly import campaign responses into Sugar. Marketing professional can designate what kind of information they would like to capture in each form to ensure useful information is handed off to sales people for follow-up.

Impact

– Automate lead import from Web into SugarCRM

– Reduce the need for technical resources in creating web forms

– Presents all fields and values from the Leads module

– Offers design flexibility and lowers IT time in marketing support

Lead Management

10Sugar’s Lead Management gives marketing professionals the tools to manage prospects and existing customers. Qualify and track leads from multiple campaigns and hand them off to the correct sales representative. Ensure prospects lists are valid and marketing offers are coordinated. With Sugar lead management, companies have the tools to populate the pipeline with more qualified leads.

Impact

– Segment leads based on the attributes that drive your business

– Automatically capture and assign leads across multiple channels

– Convert leads to opportunities and ensure appropriate follow-up

Lead Segmentation

Segment leads based on industry, channel, lead source, geography or other attributes to build offers that address prospect needs
Automated Lead Capture and Handling

Define the information flow for the campaign so that the appropriate stakeholders can view and test the campaign before launch.
Lead Conversion

Close-the-loop between marketing and sales by automating the lead hand-off process. Design business rules to route the lead to the correct salesperson based on territory, team or specialty.

Marketing Analytics

11Sugar Marketing Analytics allows companies to measure the effectiveness of marketing campaigns from the initial offer to a closed sales opportunity. Managers can assess the effectiveness of marketing campaigns relative to budget, channel, expected revenue and win rate to gain a full picture of how marketing programs impact the sales pipeline.

Impact

– Understand the ROI of marketing programs

– Track which channel is most/least profitable

– Replicate successful campaigns in a few simple steps

Lead Source Analysis

Measure and prioritize channel campaigns based on lead source dashboards.
Real-Time ROI Reports

Understand which campaigns generate positive returns with comprehensive return on investment (ROI) analysis for each campaign.

Campaign Benchmarks

Measure campaign effectiveness based on a variety of attributes, including leads created, new opportunities and closed-won deals.

Customer Support

12Acquiring new customers is much more expensive than selling to existing ones. With Sugar customer support, companies have the confidence that customer cases will be handled quickly and effectively. Sugar customer support centralizes customer service requests across channels to allow companies to manage inbound emails, diagnose bugs, share knowledge, and resolve customer issues. In addition, companies can defray customer support costs with the Customer Self-Service Portal.

Impact

– Centrally manage and share all customer service issues

– Understand frequency of incidents to improve product quality

– Share information across individuals and teams

– Measure the responsiveness of customer support

Case Management

Sugar Case Management centralizes the service history of each customer, allowing for a detailed view of customer requests and responses. Case management metrics allow managers to monitor how cases are handled and to escalate issues to ensure customer satisfaction.

Impact

– Gain a complete view of customer service request history

– Escalate unresolved issues before they become large problems

– Monitor the effectiveness of case responses

Integrated Case and Account Management

Ensure sales and marketing understand the service status of each account to prevent surprises when calling upon the account.
Case Escalation

Route cases and their escalation status to the appropriate representatives to ensure timely resolution.
Case Metrics

Measure case metrics, including response time and customer satisfaction rates.

Inbound Email

SugarCRM Inbound Email processing allows support organizations to better manage customer support requests through information sharing and routing. With Inbound Email Processing, users can create rules for in-bound e-mails and automatically assign cases to the right customer support representative.

Impact

– Shared group inbox manages and assigns cases based on workflow rules

– Automatically attaches to customer account record for better understanding of customer issues
– Issues can be prioritized and assigned

Resource Allocation

Manage team resources by prioritizing issues and allocating cases based on support rep case load and expertise
Team Escalation

Ensure certain incident categories are automatically routed to the right team for solution

Issue Monitoring

Monitor how issues are resolved in your organization and identify process improvements for issue priority and escalation definitions

Knowledgebase

The Sugar Knowledgebase helps customer support and engineering teams to better manage and share structured and unstructured information. Knowledgebase allows user to create frequently asked questions (FAQs), manage files, and search and rate content – all in an easy-to-use interface.

Impact

– Allows users to create searchable content through full-text search, tagging, categorization and approvals

– Manages the content staging process so new material is reviewed by a manager who approves and posts the content

– Includes authoring, posting, and rating of FAQs for internal and external viewing

FAQs and User Ratings

Includes full support for the management of frequently asked questions (FAQs) and support for user’s ratings to prioritize the most useful information.

Wikified User Interface

Utilizes a Wiki-like user interface for managing simple, non-technical content, including posting, linking, editing and deleting content.

File Management and Full-Text Search

Allows user to create, store and tag files for sharing and retrieval. Users can perform full text searches to find the information they need quickly.

Bug Tracking

Effective service organizations resolve customer problems quickly and recycle feedback from customers into the next generation of product. With Sugar Bug Tracking, companies gain a complete view of product problems, their frequency and the effort needed to resolve the problem. Sugar bug tracking not only ensures that customer problems are solved, but that products are improved.
Impact

– Ensure all customer cases are managed based on priority, status and category

– Identify and prioritize customer problems

– Assign incidents to employees based on availability, expertise or account relationship

Bug Priority

Define the level of priority for any given incident. Assign higher proprieties for larger problems or more valuable customers.
Resolution Tracking

Track resolution times across accounts and representatives and define reminders to ensure bugs are handled quickly.
Bug Ranking

Rank bugs to inform main customer problems and to inform future product direction.

Self-Service Portal

Sugar’s Customer Self-Service Portal allows companies to provide self-service capabilities to customers and prospects for key marketing, sales and support activities. Customers can create cases, upload relevant information, search the knowledgebase, and track cases to resolution without ever having to pick up a phone. All cases automatically appear within the Sugar Cases module.

Impact

– Reduce the number of inbound support calls by offering a self-service environment.

– Expose support knowledge to customers through FAQs and Knowledgebase.

– Allow customers to update account information and manage newsletter subscriptions.

Account Updates

Allows customers to update account, contact, billing and shipping address information in one single location.

Subscription Management

Customers can select and manage their subscriptions to newsletters and email lists which are automatically registered within the SugarCRM Campaigns module.

Knowledge Search

Reduces the number of inbound support calls by allowing customers to search for resolutions within the Customer Self-Service Portal. The self-service portal also exposes the FAQ’s written and managed within Sugar.

Reporting

13Sugar Reporting turns data into actionable information. Managers can monitor business performance across the entire business with reporting tools on Marketing Analytics, Sales Trends, Case Reports, and Customer Profiles. Dashboards can be customized to meet the individual roles of users or to track key metrics across the organization. Underlying each report is actual data, so managers can drill down and explore the data impacting their business.
Impact
– Create real-time reports and dashboards on any CRM metric
– Monitor the effectiveness of marketing programs, sales opportunities, and support cases
– Share/restrict access to reports and dashboards across teams

Reporting: Dashboards

Sugar Dashboards provide employees and managers real-time information about leads, opportunities and accounts. Define access based on user profile and expose the information employees need to know to get their job done. Automatic consolidation of sales data from across teams reveals the information executives needs to drive performance across their business.

Impact

– Present user-specific information about sales opportunities and progress

– Consolidate sales information from across the business for executives

– Customize charts and reports based on key metrics

– Drill down on charts to understand account progress and individual performance

Reporting: Marketing Analytics

Sugar Marketing Analytics allows companies to measure the effectiveness of marketing campaigns from the initial offer to a closed sales opportunity. Managers can asses the effectiveness of marketing campaigns relative to budget, channel, expected revenue and win rate to gain a full picture of how marketing programs impact the sales pipeline.

Impact

– Understand the ROI of marketing programs

– Track which channel is most/least profitable

– Replicate successful campaigns in a few simple steps

Lead Source Analysis

Measure and prioritize channel campaigns based on lead source dashboards.

Real-Time ROI Reports

Understand which campaigns generate positive returns with comprehensive return on investment (ROI) analysis for each campaign.

Campaign Benchmarks

Measure campaign effectiveness based on a variety of attributes, including leads created, new opportunities and closed-won deals.

Reporting: Sales Trends

Sugar Reporting gives sales managers the insight needed to adjust to changing business conditions. On one screen, sales managers can monitor the pipeline of sales representative by sales stage, view how many calls each rep has made over a given time period, and monitor closed and expected revenue for the quarter. Managers and reps can also take advantage of the strong reporting and charting capabilities to create personalized dashboards that update whenever information changes.

Impact

– Present user-specific information about opportunities

– Consolidate sales data for executives

– Customize charts and reports based on key metrics

– Drill down on charts to understand performance

Reporting: Case Reports

Sugar Case Reports monitor customer problems and how well your customer support team is solving these issues. Case Reports can be used to measure open cases by time period, support representatives, priority and entitlement. With Sugar Case Reports, managers gain a better view into the satisfaction of its customers and the performance of the support organization.

Impact

– Monitor the effectiveness of case responses

– Identify and prioritize customer problems

– Measure how issues are resolved across individuals and teams

Reporting: Customer Profiles

Sugar Reporting provides a better understanding of who your customers are. Reports and dashboards show customer profiles by industry, geography, company size, product assets, revenue and other important attributes. By gaining a better understanding of customers, companies can better manage existing relationships and build new ones.

Impact

– Understand your customer base and how it changes over time

– Parse by industry, revenue, time, geography, and other attributes

– Deliver relevant reports based on concrete data

Collaboration

14Underlying marketing, sales and support activities, Sugar Collaboration provides capabilities to manage email within Sugar while integrating with Microsoft Outlook, schedule and track activities, manage projects, and work in offline or mobile settings. Sugar collaboration streamlines common tasks and promotes more effective communication with employees and customers.

Impact

– Manage schedules, calls, meetings and emails from a single location

– Create, assign and manage key projects across teams

– Integrate Sugar with popular applications such as Microsoft Outlook

– Allow workers to access CRM in mobile and offline settings

Collaboration: Email Client

The Sugar Email Client delivers the functionality of a desktop email client with the portability of a web-based email application. The new Email Client features tight integration with all Sugar modules and offers state-of-the-art design, including drag-and-drop capabilities, search, keyboard shortcuts, rules wizard, support for folders, contacts, and personal inboxes. The Email Client can serve as a compliment to existing email clients or as a full replacement due to its interoperability with all leading email servers.

Impact
– Handle all email communications without leaving Sugar

– Drag-and-drop capabilities makes for a great user experience

– Support for search, folder and group inboxes makes email management simple

Collaboration: Project Management

Sugar’s Project Management delivers a full project management solution combined with the sales management, marketing automation and customer support used by employees to manage customer-centric activities. These new capabilities allow users to deploy projects across all customer-facing tasks, including campaigns, opportunities, accounts, and customer cases. Since Project Management is integrated with Sugar’s customer information, users no longer need to be concerned with redundant or inaccurate information, lost customer data, poor information sharing, or lack of user adoption

Impact

– Build and manage projects across teams

– Create projects from pre-defined templates

– Monitor activity and dependencies with Gantt Charts

– Manages upcoming tasks, open items, percentage completion, open cases, etc.

Collaboration: Outlook Plug-In

Sugar connects Microsoft Outlook with important CRM data to ensure information is coordinated and shared across the company. With a few simple clicks, Outlook users can file Outlook email, contacts and calendar information into various Sugar modules, including Accounts, Opportunities, Leads, Cases, Contacts and more.

Impact

– Capture important customers communications within Sugar.

– Ensure that calendar and e-mail are coordinated between groupware and SugarCRM

– Eliminate redundant communications and desktop navigation

Collaboration: Mobile Solutions

Stay in touch while on-the-go with Sugar mobile functionality. Sugar offers wireless and PDA access that is hassle-free so you can continue to work away from the office. For our enterprise users, Offline Client Synchronization allows employees to work offline and automatically update Sugar when they return to the network. Sugar mobile solutions translate to less downtime and greater productivity.

Impact

– Improve sales productivity with mobile access solutions

– Access Sugar from any smart phone or PDA

– Work offline and update Sugar information automatically when you return to the network

– Implement mobile functionality quickly and simply across our deployment options

Collaboration: Activity Management

Sugar’s Activity Management streamlines the tasks necessary to get the job done. Manage e-mails, meetings, calendars and calls within a central location to ensure teams work together to close more opportunities in a shorter period of time.

Impact

– Schedule and assign calls attached to a specific account to ensure a more complete customer record

– Archive emails and meetings notes to individual accounts

– Manage schedule, meetings and calendars in a single location

Platform

15Sugar Platform capabilities allow administrators and developers to create powerful business processes quickly and easily. Administrators can define teams, control access rights to modules and fields, change the homepage layout or modify and existing screen with the layout editor, and create new dashlets from third-party data sources. Simple yet powerful workflow tools give user the ability to create and enforce business rules. Sugar offers the ability to create custom fields within a given module or create an entire new module with Module Builder. These new modules can be unique to your company or they can be shared or sold via Sugar Exchange and loaded into other Sugar instances through the Module Loader.

Impact

– Simple drag-and-drop user interface for easy configuration

– Deep customization features allow for the creation of custom fields and modules

– Streamlined business processes to match business requirements

– Reveal and protect information based on user role and profile

– Share and add additional modules based on your company needs

Platform: Access Control

Sugar Access Control levels allow information to be shared or restricted based on user role. Administrators can determine what information that role can access at either a module, view or field level. Access Control rights include the ability to access, view, edit, import or export.

Impact

– Ensure information security by controlling edit privileges

– Protect confidential information within the organization

– Reveal general information across the company

Platform: Workflow

Sugar Workflow management streamlines critical business processes within your organization. Using Sugar templates, administrators can create custom business processes based on Sugar Objects. Users can also define alerts, actions and triggers to become a more responsive to customer demands.

Impact

– Standardize business processes across the organization

– Create custom business processes based on unique needs of company

– Define alerts, triggers and actions to ensure follow-through

Platform: Layout Editor

The Layout Editor provides administrators with the ability to tailor the look of each Sugar screen by editing and renaming tabs, changing dropdown values, and choosing to hide unused modules. With the Sugar Layout editors, administrators can tailor the application to meet the specifics use cases of the company, while hiding unneeded modules

Impact

– Change the appearance of Sugar to fit your company needs

– Hide unused modules to focus user attention on core processes

– Prioritize module appearance based on company objective

Platform: Custom Fields

Custom Fields allow companies to capture information specific to their business within Sugar. By creating Custom Fields using Sugar Studio, administrators create fully upgradeable values that reflect information most important to the company. Administrators can also choose to require users to populate custom fields before a record is saved.

Impact

– Create custom fields to capture critical information about marketing programs, sales opportunities and support cases

– Required fields ensure information is populated before record is saved

– Full upgrade support means customizations are preserved

Platform: Module Builder

The Sugar Module Builder enables users to build custom modules from scratch or combine existing or custom objects into a brand new CRM module. Developers can leverage existing Sugar Objects such as Contacts, Accounts, Documents, Cases and Opportunities to build a new module or create their own custom objects from scratch to form a new module. Users can build an unlimited number of custom modules, which interoperate seamlessly with Reporting, Workflow and Sugar Studio tools. Upgrades for custom modules are fully supported.

Impact

– Create custom modules to track information critical to your business

– Utilize pre-defined objects or create custom objects for the new module

– Share or charge for custom objects on SugarForge and Sugar Exchange

Platform: Module Loader

The Sugar Community has developed hundreds of module extensions for Sugar. With Sugar Module Loader, companies can easily install these extensions into the Sugar application to get the most out of your CRM system. Using the Sugar Module Loader framework, administrators follow a simple process for installing new applications in a completely upgrade-safe environment.

Impact

– Extend Sugar functionality based on business need

– Choose from hundreds of different projects across a broad range of categories

– Automated installation of new modules with fully supported upgrades

Platform: Homepage Layout

Sugar gives end users control over what information they see on their screens. Using drag-and-drop capabilities, users can change the layout of their homepage, hide unused dashlets or create new dashlets reflecting information important to the user. With Sugar, CRM becomes a little less staid and little more like a My Yahoo! page.

Impact

– Configure homepage to display only information relevant to your job

– Create multiple dashlets based on Sugar modules or outside data sources

– Edit the information display of any dashlet

Platform: Dashlets

Sugar Dashlets are highly configurable containers which display Sugar module data, along with external sources like RSS feeds and with web services like Google Maps. Sugar Dashlets is a powerful new way to combine highly functional mash-ups in an attractive and easily tailored AJAX-based UI framework.

Impact

– Create web mash-ups between Sugar and external data sources

– Add, edit, move or remove Sugar Dashlets with a few simple clicks

– Change information within Sugar Dashlets to reflect the information you want to see

Platform: Exchange Apps

Sugar Exchange, the online marketplace for SugarCRM extensions, offers a wealth of extensions written by the Sugar Community. These Exchange Apps can be easily integrated into your Sugar instance through the Sugar Module Loader. Technical and non-technical users can author their own modules through Sugar Module Builder for sharing or sale on Sugar Exchange.
Impact
– Research and test application on Sugar Exchange to learn how to extend your SugarCRM deployment
– Download and deploy certified Sugar extensions written by the Sugar community
– Create your own Exchange App through Module Builder to share or sell to the Sugar Community

Team Management

16Sugar’s Team Management allows companies to create and manage teams based on job type, division, geography or other attributes. Once roles are assigned, administrators can assign access rights to a given role to ensure team members have access. Team Management ensures more effective information sharing and better information about team performance.

Impact

– Define teams based on company and customer needs.

– Assign leads to teams based on expertise and existing relationships.

– Analyze how teams are working together and identify potential gaps in performance.

Team Assignment

Assign leads to teams based on various attributes, including skill level, product expertise, or geography.

Team Analysis

Monitor the effectiveness of teams by leads generated, sales stage progression and quota attainment.

Team Changes

Change your teams based on market needs and skill sets to pursue opportunities with the right team members.

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