SugarCRM: Exploring the World of SugarCRM


SugarCRM, is a customer relationship management (CRM) system that is available in both open source and Commercial open source applications. SugarCRM uses a customer relationship management (CRM) software suite with a disruptive engineering and marketing model. The company puts its money and effort into building the product, not marketing or sales efforts. This model has propelled “Sugar” into being the world’s leading open source CRM product. SugarCRM makes CRM simple. Sugar’s functionality includes sales-force automation, marketing campaigns, customer support, collaboration, Mobile CRM, Social CRM and reporting. The SugarCRM team takes a unique approach to enterprise software marketing. It is the product to use, and when advanced functionality is required; SugarCRM can be engaged for a commercial relationship. As the world’s fastest growing customer relationship management (CRM) company, SugarCRM applications have been downloaded more than ten million times and currently serve over 1,000,000 end users in 192 countries. Over 7,000 organizations have chosen SugarCRM’s On-Site and Cloud Computing services over proprietary alternatives. SugarCRM has been recognized for its customer success and product innovation by CRM Magazine, InfoWorld and Customer Interaction Solutions. It empowers organizations to gain and retain customers by providing greater efficiency and control over the sales pipeline. As an open-platform web-based CRM solution, Sugar is easy to customize to meet an organization’s changing needs. It is also affordable, easy-to-use and offers a competitive advantage by providing organizations with a 360-degree view of their customers. Businesses in all vertical markets ranging in size from the SMB through the enterprise leverage the power of Sugar every day.

SugarCRM is used for:

Sales force Automation Sugar drives sales force 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 sugar mobile and collaborate through integration with Microsoft Outlook, Lotus Notes and other groupware applications. Sugar Opportunity Management allows to close deals faster by sharing consistent sales information, tracking deal progress, and recording deal-related interactions.

The Contact Management consolidates contacts into a single location and associates accounts with sales opportunities, account information and customer case information. Account Management capabilities provide a single view of customers across products, geographies, account, and status. Forecasting gives sales representatives and managers the ability to generate accurate forecasts based on sales data in SugarCRM. Sugar Quote and Contract Management functionality, sales reps can generate accurate quotes with support for multiple line items, currencies and tax codes. Dashboards provide employees and managers with real-time information about leads, opportunities and accounts. Automatic consolidation of sales data from across teams reveals the information executives need to drive performance across their business. To briefly guide you the task Sugar perform have a look at the list

• Opportunity Management
• Contact Management
• Account Management
• Forecasting
• Quotes and Contracts
• Dashboards

Marketing automation

Sugar closes the loop between marketing and sales. Create, execute and track campaigns across multiple channels. Develop compelling email marketing programs and capture leads directly into Sugar with web-to-lead forms. It create and execute campaigns across marketing channels. Captures leads directly into the CRM system. Measures return on investment of campaigns. 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 ones produce the most revenue. Sugar Campaign Wizard simplifies the process of creating a campaign by walking users through a simple process that gathers all the information needed to execute a campaign. Ensure campaigns are brand consistent and coordinated across customer channels. Monitor campaign execution to ensure offers reach the targeted audience. Designed for non-technical users, Web-to-Lead Forms simplify the process of capturing leads into your CRM system. The Lead Management gives marketing professionals the tools to manage prospects and existing customers. Sugar Marketing Analytics allows companies to measure the effectiveness of marketing campaigns from the initial offer to
a closed sales opportunity. The features provided are:

• Multi Channel campaign
• Campaign Wizard
• E-mail marketing
• Web-to-lead forms
• Lead Management
• Marketing Analysis

Customer support

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 that subscribe to Sugar Enterprise or Sugar Ultimate can defray customer support costs with the included Customer Self-Service Portal. 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.

Call centre

SugarCRM is the ideal CRM platform for companies and government agencies to build their call center applications and give their agents an incredibly fast, multi-channel Agent Desktop application to access all relevant customer information from within a single application. One of the key challenges companies and government agencies face in the call center world is to easily and quickly deliver all relevant customer information on a single screen so that their call center agents have a complete 360° view of the customer without having to switch between applications. SugarCRM is a flexible business process platform designed around the customer on which call center managers can easily build a fast, highly tailored Agent Desktop application. The Sugar platform leverages different customer identifiers (e.g. incoming phone number, customer name, customer email address) to aggregate all relevant customer information stored in different systems and databases into one agent desktop application. This means increased productivity for the call center agent, increased customer satisfaction and greater first call resolution.

Looking forward to

SugarCRM integration partner CRM Online has released a connector that integrates leading customer relationship management (CRM) application SugarCRM with cloud email and calendaring platform Google Apps. The SugarCRM-Google Apps connector intelligently archives emails against records, saves attachments, and lets users navigate directly to related records in SugarCRM and create any new record from directly within Gmail. The system automatically pre-populates key fields, including suggesting likely matching companies and contacts where these fields exist on the form. When a user saves an email or attachment in Gmail, the connector will automatically suggest the most recent records related to contacts within the email. The search rules are configurable and can be optimized around how an organization works. As a fast growing organization that relies on both SugarCRM and Google Apps, the Google Apps Connector for SugarCRM removed a huge amount of double entry from day to day processes. The connector streamlines the day-to-day workflow of users by saving emails and attachments. Users can quickly create leads, opportunities and cases directly from their email as well as accessing CRM records directly from Google Mail. All fields, forms and layouts within the connector are customizable via the SugarCRM Studio so the system can be optimized for each business. It’s all about reducing the time to do a job and improving overall efficiency. Add to that the reduction in IT Administration costs associated with configuring, deploying and maintaining this solution, and it’s a win-win for any organization.

Ranosys Technologies provides customized solution for the clients, using SugarCRM. We have worked and developed products that have helped the client to better their customer relationship model. The customization is always done in a way that best suited to the needs. Keeping all the prospects in mind of the future developments and the resources that can be generated by using this excellent platform Ranosys Technologies look forward to produce many more exciting and competitive systems.


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