Sugar CRM Review
SugarCRM Marketing Software
Marketing software within most cloud CRM suites is dreadfully basic and unimpressive. Fortunately, SugarCRM's marketing software does better than most.
Campaigns cover the basics, such as flexible target list creation, HTML or text emails from templates, designated leads by source, distribution of leads based on rules, real-time status and resolution of marketing derived leads, and campaign effectiveness reporting.
Going a few steps further, Sugar also delivers a few of the not so basic requirements such as budget currency designation, budget amount with expected revenue forecast, assignment of flexible tracker URL designations (to know what recipients clicked through the email receipts), test message distributions and quick view of delivery metrics, such as messages sent, bounced, clicked-through, viewed and opted out as well as conversion metrics such as leads created, contacts created and opportunities generated. These metrics further permit drill-down to see the actual records for each metric category.
An easy to use drag and drop web-to-lead form builder allows non-technical marketers to create landing pages. From there the system can automatically forward new website registrants into Sugar as leads and can assign lead distribution to sales staff based on rules and criteria such as territory, team or specialty, and also send email notifications of new leads to the sales staff.
Marketers seeking more automation, such as digital marketing, accumulating anonymous website visitor tracking, lead scoring, progressive profiling, multi-part nurture campaigns and rich marketing analytics will need to acquire a separate third party product such as HubSpot, Marketo, Net-Results or Pardot—all of which offer packaged integration to SugarCRM and can be reviewed on SugarExchange.
SugarCRM Customer Support
Sugar customer support facilitates the traditional case management processes of incident entry, tools based resolution, routing or escalation and closure. The customer support software centralizes case management across channels and permits some basic social media inclusion. The customer self service portal enables customers to submit their tickets online, search the knowledgebase or FAQs, track case status and update their account information. When implemented as a supplemental channel and kept fresh with content this is a very effective tool in both satisfying a growing customer segment and defraying customer support costs for the company.
The inbound email processing function facilitates customer support request assignments through automated sharing and routing. Contact center or help desk staff can create rules for in-bound e-mails and automatically assign cases to designated customer support representatives.
The knowledgebase allows users to create frequently asked questions (FAQs), manage files, and search and rate content. Customer support representatives can create searchable content through full-text search, tagging, categorization and approvals. Actual knowledgebase content includes authoring, posting, and rating of FAQs for internal and external viewing.
Taking case management a step further into the software world, the customer support module offers a specific function for Bug Tracking. The Bug Tracker captures the more innate detail around software issues, applies case management to closure and recycles fixes and feedback for product R&D and next generation solutions.
Sugar customer support is best suited for help desk type environments looking for basic asset control and case or ticket management. Sugar should be considered for simple call centers, however, with only basic functionality in areas such as web self service and knowledge management, and without more advanced capabilities such as embedded computer telephony integration (CTI), unified communications, automated call distribution (ACD), interactive voice response (IVR), call routing based on round robin and sophisticated workflow rules, call recording and interaction tracking and various other tools essential for contact center operations, sophisticated or high volume contact centers will likely find the customer support software limited.
Next - Sugar Social CRM Review >>
Marketers seeking more marketing automation, such as digital marketing, anonymous website visitor tracking, lead scoring, progressive profiling, nurture campaigns and rich marketing analytics will need to acquire a third party product such as HubSpot, Marketo, Net-Results or Pardot—each of which offer packaged integration to Sugar and can be reviewed on the SugarExchange.