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Limesh Parekh

Is CRM costly?

Posted by Limesh Parekh Sep 29, 2017

Although CRM is gaining popularity within the Indian SMEs and start-ups, still there exists a significant number of developing companies which think that CRM is costly. CRM is considered a tool affordable and necessary only by those who have the significant financial strength or operate at a substantially large scale.

So, is CRM really expensive?

Not exactly, in fact, CRM reduces overall operating costs drastically. CRM makes sure that no enquiries are missed or skipped, which automatically increases sales. CRM helps to decrease stress between the sales team and sales managers, by giving more clarity about the activities and not just focusing on the results. It's much easier to sell more to existing customers, rather than sell to more customers. CRM provides detailed analysis and insights on consumer categories and behaviour patterns, which can result in more sale per customer.

With mobile CRM, coming in along with lots of new technological innovations, CRM has become an almost indispensable tool for businesses today. CRM increases customer experience, decreases stress, improves sales and profitability. Above all, it brings stability into organisation against changes in team members, since now the business related information is stored by a system and not by people individually.

Then why do people think that CRM is costly? 

Are there any misunderstandings? If we dig down deeper, there is a serious problem in the way people see CRM. Companies are not getting the value for their investment in CRM is due to some hurdles that are faced along the way.

Considering CRM as a software and not a culture.

Many times companies think of CRM as a software just like MS Excel or Outlook. They think that they can just install it and then start using it. What eventually happens is that the team is not able to get any tangible business benefits out of the same and then frustration sets in. Such a scenario leads the people into thinking that the CRM solution is costly as they are not getting the expected returns.

Not allocating enough resources for training. 

There are two kinds of challenges here (A) No training at all, thinking that the users will figure out how to use the software themselves (B) Training only a few members of the team and believe that these people will train others. Both these scenarios give very nightmarish results. There is a mass refusal or reluctance amongst team members regarding the use of CRM. Untrained staff results in minimal CRM utilisation, which prompts the thought that CRM is costly.

Planning without preparation. 

Business processes when automated will be drastically different (and easy) as compared to doing it manually. Companies don’t plan to figure out changes in their procedures. Many times they don’t even have written (even understood uniform) process available. So everybody thinks of CRM system in their ways and plans in own individual ways to take this ahead. Improper planning is the reason there are no improvements in business after CRM, and then we feel that CRM is costly.

Trying Free CRM and then giving up. 

There are lots of companies which fail miserably while trying free CRM because either that was not the right choice for them or their team did not have the technological capability to implement the same. Instead, consulting an expert would have been a better idea before choosing CRM platform.

Buying off the shelf, Online CRM

Generally, Online Portals selling CRM are suitable for DIY (Do it Yourself) kind of people, who have enough technical and managerial skills to implement entire CRM on their own. There is a huge difference between implementing something by reading documents and getting some consultant (or Vendor) who provides tips and tricks and best practices. Without a proper consultant to help implementation, companies remain unaware of the true potential of CRM with respect to their business. Thus not getting the required returns.

Most importantly, not using it to the fullest. 

When people buy CRM, it is with the excitement over the possibilities in CRM. These possibilities can be actualized only by the proper collaboration and coordination of the vendor and the customer. The vendor/ CRM cannot fulfil the expectations alone, the support and enthusiasm of the user are the must. The efforts taken to monitor and implement CRM with respect to the company’s demands are not recognised by the buyer, thus causing a problem. The CRM platform has tremendous capabilities but companies fail to utilise them just because they don’t put enough efforts to implement things correctly.

How to make sure CRM provides value for money

Plan Properly

Before deploying CRM, plan for selecting a technology, select processes to be automated, who should be involved, what will be the technical and personnel requirements. It is a good idea to get an expert’s guidance. But if it is your first CRM implementation, always go for a Consultant or a CRM vendor who will provide consultancy also. Do not buy online CRM without calculating implementation efforts required from your end.

Drive from Top.

Most of the time management team does not give required importance to this. CRM is a cultural change, and it has to be driven from the top. Failure in steering the CRM project by the top management leads to poor adoption and ultimate failure of implementation.

Implement in Phases

One of the best ideas for SMEs and start-ups. Implementing in phases makes sure that over investment is not done. Phase wise implementation also means lesser and smaller changes which are easy to bring to an organisation. The phased implementation also allows the entire processes to be monitored closely.  It will also help measure the ROI of total exercise.

Invest resources in Training.

Training is a must [PERIOD].


CRM is not costly if used appropriately and thoroughly. But failure to utilise CRM for business benefits leads to the thought that CRM is expensive. Also, companies don't perceive CRM as the highest priority for businesses. Maybe, that is the reason it seems to be costly.

SugarCon 2017 is right around the corner. Take this as an opportunity to meet us there, as well as other interesting news you'll find in this post. We are looking forward to an exciting conference with great sessions, interesting conversations and ideal networking opportunities.


Participate in this year*s Booth Game and win an Amazon Echo at the Magic Software booth. See you in San Francisco!





Stay up-to-date with Magic!

Your CRM application by SugarCRM is doing its job: helping your sales team sell more effectively and helping your customer service reps deliver exceptional service. However, to achieve maximum operational and sales efficiency, business intelligence, and innovation, you need to integrate Sugar with other enterprise applications, systems and data.
So how can you do this quickly, easily, and cost-effectively? Magic xpi is your answer. Watch one of our videos where Klaus Höling, Director of Group IT, Sennheiser Electronic GmbH, talks about CRM - ERP Integration using as an example SugarCRM. Or you might be interested in "Riding the Digital Storm", an article published on brainstormmag where Kerry Hope, Business Development manager at Magic Software South Africa, was quoted. We might even meet each other at SugarCon 2017.


Customer Panel:
Leveraging Real Time Sugar Integration to Achieve Greater Customer Insights

Join our session to learn how Sugar users are leveraging CRM and our visual, code-free, reusable and scalable Magic xpi platform to gain greater insight into their business and customers.



Take advantage of this opportunity to connect with us in person! We are open for appointments throughout the entire conference from September 25 through the 28th. Meet us during the day at the conference or visit our booth at the Hilton San Francisco Union Square Hotel. You can direct message me in the SugarCommunity or drop me an email at


We look forward to seeing you in San Francisco.  

Earlier this year, Intelestream debuted Splash, a gamification platform for SugarCRM. Now, we're ready to unleash it at SugarCon 2017’s on Sept. 25!

Splash incorporates a variety of game-like design concepts to make the CRM experience more engaging for users. Why is this so important?

One of the biggest challenges CRM implementers have is getting their team engaged with the system. In fact, low user adoption rates are the cause of 65 percent of all CRM project failures. By incorporating gamification features, the CRM experience becomes dramatically more engaging for users.

Gamification is at the center of Intelestream’s “You want better CRM user adoption? Gamify your system” session on Sept. 26 at 1 p.m. in Continental 2.

The Intelestream team will also be present at the “Manufacturing: How to gain and retain customers in the manufacturing business” Birds of a Feather session on Sept. 27 at 1 p.m. in Continental 3.

Have questions on Splash or gamification, or any other of Intelestream’s innovative integrations and plugins? Stop by Booth G1 during the show!

Chicago-based Intelestream was founded in 2007 by former SugarCRM employees and is a CRM product development and consulting firm that offers solutions related to business processes and CRM technology.


Customer relationship management (CRM) software allows you to store all your customer data in one place, pull the sales reports you most need, and more.

CRM systems are highly customizable, allowing you to get the most from your software. But what happens when you sign up for the most basic version of the CRM software, only to realize that you need something more advanced? Or what do you do when your CRM system becomes outdated?

In some cases you can update your CRM with minor upgrades, but sometimes that’s just not enough. In those situations, a CRM system reboot is in order.  

Are you going to SugarCon? Visit us at Booth #G1!

There are two major reasons why your CRM software needs an upgrade.

1. Your CRM just isn’t working.

It’s difficult for a team to acknowledge the CRM system they’ve spent so much time working on is failing.  CRM software is a huge investment of capital and time, and it’s only natural to try and salvage those hard-won successes, even if it means sticking with a system that just isn’t up to the task.

However, if the workflows and tools are not performing, it makes skeptical employees even more reluctant to use the system. Low user-adoption rates are one of the biggest causes of CRM failure, with employees simply giving up on systems that have underperformed in the past.

To save this project, you need to do something drastic. It’s time to reboot your CRM implementation.

Just because a CRM has failed doesn’t mean that all is lost. There are valuable insights to be gained from a botched implementation, making it that much easier for the next iteration to be complete success.

2. Your business is growing

Even successful CRMs can occasionally require a reboot, especially as your business grows and evolves. When you expand your capabilities, your CRM needs to progress as well.

Lifecycle of CRM

To understand why your CRM software needs an update, it’s helpful to understand the lifecycle of a CRM system:

  1. Searching: The initial process of looking for the right tools, partners and vendors for the CRM solution.
  2. Starting: Designing, building, and otherwise implementing the CRM.
  3. Scaling: Adapting the CRM as the business expands, incorporating new use cases and tools that may be beyond the scope of the initial implementation.
  4. Struggling: Managing the limitations of the system, and creating increasingly complex workarounds for cases where the CRM is no longer up to the task.

Once a company is in the struggling stage, it is officially time to reboot your CRM. Just like when you first implemented your system, you need to take some time to determine what your goals and needs are. From there, you can work with a CRM expert to help shape and execute the implementation process.  

The success or failure of a CRM is rarely a matter of the software running the system. It’s all the other stuff — adapting the system to work with existing workflows, integrating needed third-party tools and plugins, testing the user experience, training the staff — that truly matters. Without the right partners with the right expertise to guide them, however, it’s the CRM software that tends to take the blame when the implementation sputters.

Do you need help determining if it’s time to reboot your CRM software? We are here to help. Contact us today or call us at 800-391-4055.

UnCon is the developer conference within the SugarCon and is an opportunity to learn new skills and code side by side with top developers, architects, and technical staff of SugarCRM.

The UnCon 2017 sessions this year are divided up into three tracks:

  1. In-Depth Sessions
    Senior engineers and other technical staff will walk through new and upcoming features and other technical topics relevant to Sugar Developers.
  2. Solution Architecture
    Discover technical best practices for successful Sugar solutions and integrations. Learn from senior architects inside and outside of SugarCRM.
  3. Tutorials by the Experts
    Roll up your sleeves with the Sugar Engineering team and work through exercises prepared and assisted by the team that built the product.


We will be doing a more in-depth review of the following sessions including:

  • Solution Architect Panel
  • SugarCRM Mobile SDK Deep Dive
  • Performance Tuning for Scale
  • Single Sign On (SSO) Best Practices for Sugar
  • Using REST API to Integrate with CRM Data
  • Building Custom Apps Using Mobile SDK


In particular, the Solution Architect Panel Presentation at UnCon this year is not to be missed, which will cover a panel discussion with Sugar Solution Architects from across the ecosystem who will provide a better understanding of what it means to be a Solutions Architect and how to successfully approach architecting CRM integrations and implementations. 


This session will feature Ionut Tonita, Development Practice Manager at W-Systems who will talk about the unique challenges of being a SugarCRM Architect including:

  • How to deal with user experience (UX) - how we leverage Sidecar - an application framework built on top of BackboneJS and Bootstrap - to create deeply integrated customizations to achieve a smooth transition into Sugar
  • Technology and tools to use including:
    • Data Integration Tools: RabbitMQ and Talend
    • Development Environments Tools: Vagrant and Docker
    • Hosting Environments: AWS and Google Cloud
  • How and when to use the Sugar Extension Framework
  • Best practices for high-performance data loading and integration
  • Architecting for Sugar On-Demand vs Sugar On-Premise.


"I'm very excited to be part of this year's SugarCRM Architect Panel! Last year's was a huge success where everyone got to learn something from Sugar's experience managing solutions. This year we're going a bit more in-depth technically, and with a panel comprised of mostly partner experts, we will give a hands-on look on how we deliver successful Sugar implementations. If you do anything SugarCRM, make sure to check out UnCon and stay in the technical loop!’’


For more information on this year’s UnCon, take a look at UnCon section in the Sugar Community

In the early years of my career, I learned from coursework, managers, mentors, certified coaching colleagues and my own experience that coaching is not giving advice. Sounds simple, yet most people find it difficult to separate the two.


Coaching is a form of development in which a person called a coach supports a learner or client in achieving a specific personal or professional goal by providing training and guidance. Advice is a one-way street (not always a bad thing), you can post advice on the whiteboard or write it on a sticky note, but coaching requires individuals to engage in the conversation and work through the problem together. The impact of a coaching approach is way more beneficial in the learning process than simply solving someone’s problem and giving them advice. Here are a few ways to improve your coaching tactics, and how you can leverage and analytics engine and your Sugar data to ensure you’re making the most effective impact.


  • Help them remember what they already know  

When a rep comes to you and asks for help, pause for second and determine whether they need advice or coaching. The answer depends on the question being asked, but it also depends on the skill or experience they have. Ever hear the term "never stop learning". As a leader, you should always coach first and give advice second. Ask them questions that will help them work through the information available, as well as your organization’s best practices. The goal is to guide them through what they already know, and encourage them to apply it in the context of the situation.


  • Teach a man to Fish

The next step is helping them arrive at a conclusion. By asking questions about the situation, the individual will have to think methodically and out loud with the coach. Hopefully by doing this, a course of action will become apparent. If it’s a unique situation, this may be a good opportunity to insert your advice. But by walking them through this exercise your reps will learn to assimilate information better and faster and will ultimately learn to work through their problems rather than lean on you, their coach, to solve them. They will also implicitly commit to action because they came up with the solution or the next step.    

So how does all of this relate to CRM? Imagine having full insight into the opportunity’s context before you meet with your rep who needs coaching. How much more strategic and impactful could your coaching be?


What if Sugar, could makes inferences from the data, automatically to connect some of the dots, and then ask the rep a few of those preliminary questions to guide them toward a solution? Not only could you ensure that every rep who needs help gets it, but you could save time on some of the more standard cases so you could truly focus your expertise on the unique or challenging situations.


With Sugar, using Accent Technologies’s analytics engine, sales leaders can do just that. We ask questions of the data and surface automatic responses with recommended next steps (advice). Additionally, sales leaders can take what they see as an experienced leader and easily coach in the context of the opportunity. Utilizing Coaches Corner they can insert key questions or recommendations directly into the rep’s opportunity engaging a healthier, more productive conversation. They can also learn more about the opportunity without talking to the sales rep improving overall efficiency. This is only a small, yet powerful, piece of the capability offered by Accent Technologies.  


Understanding what coaching is and utilizing analytics is the key to having better conversations between reps and leaders.  If you’re a leader only giving advice, you are not really leading, so you may as well do the reps job.  Leveraging your experience as a sales leader and an analytics engine to get simple questions asked for more context can really help everyone focus on the right things. To learn more about what sales enablement is with Sugar visit us at Accent Technologies.


We're working hard to bring our vision into the Sugar platform. Expect to see us embedded into Sugar and on SugarExchange before end of year!


Acquiring new customers is an important part and huge focus for most businesses. But retaining existing customers is equally important. According to the Harvard Business Review, a five percent increase in customer retention can increase business profits by 25 percent. That’s a return to pay attention to.


But the value of increasing customer retention goes well beyond keeping your most loyal and satisfied customers placated. It means new opportunities for upselling and cross selling products to an already engaged audience and reducing painful costs associated with attrition. Plus, it’s an opportunity to create a pool of advocates who will support your products and services with their own social and professional networks.


So how does an online community and your SugarCRM translate into increased customer retention?


1. Help Customers Help Themselves

According to Forrester Research, 80 percent of businesses think they deliver ‘superior customer service’ while only eight percent of customers agree. Clearly there’s a gap between perception and reality.


An online community has the potential to decrease that gap and keep customers from fleeing. How? An online community allows customers to ask questions and receive crowdsourced answers from fellow customers, any time of day, anywhere in the world. Customers can post questions to your forum and/or search the library or previous discussions to find helpful information. This streamlines problem solving for many customers and reduces recidivism for your customer success team who now have more time to work on harder problems.


2. Let Customers Network

Giving your customers a space to talk about solving specific problems is critical, but giving them a way to actually connect and talk to each other is also valuable. Your online community allows this authentic connection to happen through user groups, mentoring, ambassador programs or any other number of ways. When your customers foster deep connections with each other and with your organization, the online community becomes about something bigger than just your organization—it truly goes from being simply a platform to an actual community.


3. Create a Cohesive Customer Experience

Customers crave a cohesive experience when they interact with companies. In fact, according to research done by Google, 62 percent of customers expect brands to deliver a consistent experience. But what does that mean? This same research showed that only 42 percent of customers think most brands do, actually, provide consistent experiences. Clearly there is a gap between what customers want and what they receive.


This is where you have the chance to really impress customers and give them what so few other companies can. Use your community data, combined with data from SugarCRM and your marketing automation platform, to create an accurate, 360-degree view of all your customers. Instead of having some data in one spot, and more data in another spot, by integrating all your data into one place, like SugarCRM, you can work towards providing that seamless, cohesive customer experience people want.


Customer Retention Helps the Entire Organization 

Increasing customer retention doesn’t just bring more value to your online community—it has the potential to bring more value to all parts of your organization—from customer satisfaction to business growth. Spend time making your community the best that it can be—and your entire organization will thank you.

Want to learn more? Check us out at The specified item was not found.! This year we'll be on the show floor and ready to show you how #HigherLogic will help you increase your customer retention! And don't forget to check our our SugarExchange listing as well: Higher Logic Community Platform.


Time is the most valuable resource that we have. We cannot buy, rent or steal time that is why we have to save our time.

This article continues series of tips on how you can save your time with TimeLine Viewer, an add-on for Sugar. Today we are going to tell how managers can make operational decisions faster.

It is evident that for managing any functional area (marketing, sales, service, account management, product management) it is necessary to track a wide range of events and parameters on multiple objects of the CRM system.

Let us take sales management as an example. Sales managers, at least, must track all-important events by their Accounts, Contacts, Leads, Opportunities and RLI.

TimeLine Viewer improves Sugar capability to aggregate information from different modules in one informative stream and makes all the power of Sugar dashboards available for decision-making.

SugarCRM Tips. How to Enhance Efficiency of Manager’s Work

All you need is to add My Timeline dashlet (a part of TimeLine Viewer add-on) to the dashboard and set the appropriate filter.

It is a piece of cake. Choose the basic dashboard and switch to “Edit” mode for adding new dashlets. Add My Timeline dashlet and set its filter according to your tailored needs.

The following filter settings can come in handy:

  • Target Module allows selecting a set of Sugar Modules for monitoring and event collecting. For our sales management example, it might be Accounts, Contacts, Leads, Opportunities and RLIs.
  • Event Type allows selecting a set of categories of key business events that you are interested in. In TimeLine Viewer we have come up with dozens of preconfigured events, which you can start using out of the box. However, instead of promising you a one-size-fits-all timeline of events, TimeLine Viewer gives you the tools to decide what events are significant in your situation.
  • Date allows determining the timeframes for events, including direct date range definition (from [start] to [finish]) or relative values (“yesterday”, “next 7 days”, “this month”, etc.)
  • Triggered by allows selecting the names of users whose actions you wish to review. It allows setting up dashlets for particular sales or project teams.

SugarCRM Tips. How to Enhance Efficiency of Manager’s Work

Thus, you collect the data interesting for you, and your dashlet will allow both getting a prompt comprehensive evaluation of the situation and thoroughly scrutinizing the details.

As a result, all you need is at the end of your fingertips:

  • After filtering, everything important that is happening in various Sugar modules is collected in one logical stream with informative description and information about related objects. Certain day statistics is available with possibility to collapse the feed on date which is not of your interest.
  • Details of emails, meetings’ notes, calls & task descriptions, notes are available in one click directly from the dashboard. You just click “Show more…”
  • You can leave a comment directly in the event’s feed and mention the @person(s), who you think should check it out and you will be sure that they will be notified about it. You can use full power of your team without wasting time.

In addition, you can add various reports, based on date of TimeLine Viewer using standard Sugar reports and dashlet “Saved Reports Chart Dashlet”. For example, we used a pie chat diagram for visualizing statistics on all type of Leads’ activities that we were interested in. We will show you some useful examples of reports based on TimeLine Viewer data in one of the following articles.

Would you like to try TimeLine Viewer? Send us a request and get access to cloud demo-environment.

Are you going to SugarCon 2017? Visit our booth!

We would be happy to see you at our booth at SugarCon 2017 to talk more about TimeLine Viewer and other our applications. Learn more about TimeLine Viewer at the App Throwdown blog


We cannot buy, rent or steal time that is why we have to save our time. In this article we continue sharing the tips on how you can save your time with TimeLine Viewer, an add-on for Sugar.

Today we will show how to boost efficiency of working with portfolio of leads, accounts, cases, opportunities etc.

SugarCRM Tips. How to Boost the Efficiency of Portfolio ManagementYou know that Sugar comes with flexible filters to slice and dice lists of records.

However, to figure out what important changes occurred to objects on your list it is necessary either to view a set of reports or to view all objects from the list one by one.

Let see how TimeLine Viewer can save your time and make your work more pleasant and convenient.

Go to the desired Module, for example “Leads”, and chose the filter, which will select a list of objects of interest.

Now, you have two options for analyzing all-important events for filtered objects: switch to “TimeLine View” mode OR use “My Timeline” dashlet on the context dashboard. It depends on what you want to do.

If you aim to figure out what happened, you might want to see on your screen as many key business events as possible. In this case, it will be better to select “TimeLine View” mode by clicking SugarCRM Tips. How to Boost the Efficiency of Portfolio Management.

SugarCRM Tips. How to Boost the Efficiency of Portfolio Management

Informative event icons and descriptions give you all-important information at a glance. Quick View button SugarCRM Tips. How to Boost the Efficiency of Portfolio Management allows viewing the details of the event, whether it be e-mail messages, task description or telephone call’s outcome. If it is necessary, you can collapse and expand details on the certain date. Next to the date, you can see the number of events, which occurred on this date.

If you want to analyze only a certain set of events, for example history of any activities, use Events Filter in TimeLine View. A list of events will contain only those events that are available in the context of this object and are of interest to you.

SugarCRM Tips. How to Boost the Efficiency of Portfolio Management

If you'd like to benefit from mass operations with List records or inline editing while having information on important events, use “My Timeline” contextual dashlet that automatically selects only those events that are related to the objects from the list. If you choose another filter for a list of objects, the content of “My Timeline” dashlet will automatically change.

This is the best way to make “User”, “Status”, “Priority”, “Stage” and similar records’ properties up-to-date. SugarCRM Tips. How to Boost the Efficiency of Portfolio Management

To view the details on the event it is enough to click “Show more…” and straightaway you can read content of the e-mail, a call commentary, a note and other data. If you click “Show less...”, it collapses the detailed event view.

Additionally, you can set filters by the type of events in the dashlet. For example, events on the status change will show you the progress, and, when put together with events in emailing, calls, tasks, meetings and other communication, will allow you to quickly review the history of communication of all employees of your company with accounts from all channels.

SugarCRM Tips. How to Boost the Efficiency of Portfolio Management

In addition, you can collaborate with colleagues by using SugarCRM Tips. How to Boost the Efficiency of Portfolio Management icon and we will surely talk about this feature in following article.

In the upcoming articles, we will also introduce to you how to assess the situation with multiple objects considerably quicker, for example Leads, Opportunities and Accounts together.

Would you like to try TimeLine Viewer? Send us a request and get access to cloud demo-environment.

Are you going to SugarCon 2017? Visit our booth!

We would be happy to see you at our booth at SugarCon 2017 to talk more about TimeLine Viewer and other our applications. Learn more about TimeLine Viewer at the App Throwdown blog

We cannot buy, rent or steal time that is why we have to save time. We would like to share some tips on how you can do it with TimeLine Viewer, an add-on for Sugar.

Sugar Tips. How to Save 50% of Your Time When Preparing to Communicate with the Customer

We will start with a typical task for all those who are responsible for interacting with customers, namely, preparation for communication.

To get ready for the communication with a customer means to review multiple data located on different Sugar subpanels (e-mails, calls, meetings, notes, leads, cases, RLI’s etc.) that was generated by different people at different times.

You should investigate important changes: new requests/contacts, changes in statuses/priority/assigned persons/stages etc.

Even though it does not take too much physical effort, it takes a lot of time. TimeLine Viewer helps significantly reduce time on search for all-important events without digging into Sugar data.

Sugar Tips. How to Save 50% of Your Time When Preparing to Communicate with the CustomerAs usual, start from Global Search where you can fully or partly enter the name of lead or account and move to its page. Instead of reviewing the content of all subpanels, switch to special TimeLine View mode Sugar Tips. How to Save 50% of Your Time When Preparing to Communicate with the Customer.

Sugar Tips. How to Save 50% of Your Time When Preparing to Communicate with the Customer

Informative event icons and descriptions give you all the important information at a glance.

Quick View Sugar Tips. How to Save 50% of Your Time When Preparing to Communicate with the Customer button allows viewing the details of the event, whether it be e-mail messages, task description or telephone call’s outcome. If it is necessary, you can collapse and expand details on the certain date. Next to the date, you can see the number of events, which occurred on this date.

If you want to analyze only a certain set of events, for example history of any activities, use Events Filter in TimeLine View. A list of events will contain only those events that are available for you in the context of this object and tick those that are of interest to you.

Sugar Tips. How to Save 50% of Your Time When Preparing to Communicate with the Customer

In addition, you can add “My Timeline” dashlet to the context dashboard and you will have access to subpanels and the history of all-important events of this object on one screen.

Sugar Tips. How to Save 50% of Your Time When Preparing to Communicate with the Customer

With TimeLine Viewer you know not only if and when an event occurred – you also know why and how, because each event has a context. Was an email received from the customer? You can read the entire email chain or call description directly on “My Timeline” by clicking “Show more…”.

Just in two seconds, you are ready to answer any question. It is a piece of cake.

In addition, you can collaborate with colleagues by using icon SugarCRM Tips. How to Save 50% of Your Time When Preparing to Communicate with the Customer and we will surely talk about this feature.

Further, we will introduce to you how to save the time considerably for the monitoring of changes in portfolio of leads, cases, opportunities – anything you wish, as well as a quick analysis of what your subordinates were busy with and how to coordinate their work with TimeLine Viewer. Follow us on Twitter and LinkedIn and stay tuned.

Would you like to try TimeLine Viewer? Send us a request and get access to cloud demo-environment.

Are you going to SugarCon 2017? Visit our booth!

We would be happy to see you at our booth at SugarCon 2017 to talk more about TimeLine Viewer and other our applications. Learn more about TimeLine Viewer at the App Throwdown blog

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