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2018

Customer Engagement is a huge word. And when you ask the business owners about what it means to them; they will come up with different responses. Not just that, they will also regale you with stories about their experiences with customers and their struggles to offer impeccable services. Well, just because such stories are enticing, does not mean they are an epitome of offering customer services. In today’s times, it is important to enable your customers to resolve their issues on their mobile phones independently.

 

A study conducted by Microsoft in 2016 (Global State of Customer Service) proved that almost 90% of US customers like to use self-service customer portals. The biggest reason behind this is – they want the solution to their problems at the earliest. And they do not wish to wait for customer executives to get back to them.

 

So, if you adopt a customer portal, it enables your customers to find solutions to their problems on their own. Also, if your resource is apt, it is sure to keep your customers coming back. That too, without any reluctance.

 

CRM Customer Portals: A Perfect Resource for Different Purposes

Let us say you have a SugarCRM system and WordPress Content Management System. You would need SugarCRM WordPress customer portal. It can come of great help as it will enable your sales team to resolve tickets easily and offer an exceptional customer experience. You can also offer your customers with a knowledge base about your products/services and give apt purchasing opportunities. Some of your objectives for offering SugarCRM customer portal could be:

 

  • Displaying information about company
  • Providing product information
  • Sharing service information
  • Offering credit and finance information
  • Giving pricing schedules
  • Resolving queries through tickets

 

As most of the CRM portals come with an intuitive navigation system and user-friendly interface, they make it easy for your customers to find the information they need. Whenever they want.

Offer Excellent Customer Engagement with SugarCRM Portal

SugarCRM customer portal is a blend of WordPress CMS and SugarCRM. It is a self-service customer portal that enables customers to create customized dashboards, generate tickets, update data, and find the information they want. If you are a SugarCRM user, you and your team can get an access to customer cases, meetings, calls, accounts etc.

 

Here are some of the major features of this portal:

  • Secure Sign-in – Safe login for your customers to the portal
  • Role based accessibility – Manage SugarCRM module accessibility and keep your data confined to WordPress User Groups
  • Module layout configuration – Create portal layouts for different modules in SugarCRM
  • Portal Customization – Give a name to your portal, choose themes/colors, set logo, and add a profile picture
  • Knowledge Base – Share your articles and other content with your customers
  • Access to Invoices and Contracts – Enable your customers to view quotes, contracts as well as invoices. (Downloadable in PDF format)

 

Who All Can Use It?

Customer portal provides customizable options for different businesses to create their portals according to their domain/industry. All you need to do is share the specific requirements of your business and customers and the developers will build it accordingly. Some of its industry applications are given below:

  • Healthcare
  • Hospitality Industries
  • Ecommerce
  • Travel Industry
  • Manufacturing Industry

In today’s DIY era, customer portals can offer huge benefits to businesses and helps strengthen customer relationships. If you want to bring smile on the face of your customers, it is the right way to go. And there is one for every business out there. All the best choosing one for yourself!

Every SugarCon is an event of the year for us, and this one was the best so far! So many truly exciting things at the same time. Exchanging new ideas, listening to keynotes from experienced field professionals- gurus in Sales, CRM and IT. Networking opportunities with customers and partners, new friends and direct feedback. All this is priceless especially when handled in a fun way! Our team got really busy with all of the follow-ups these weeks, and I just love it!



I’d like to share some of the key things learned:

  1. While having lots of focus on disruptive technology and innovation, Sugar team is also reminding us about the importance of existing relationships and recurring customers. Quoting Larry Augustine: “Did you know it costs five times as much to attract a new customer as it does to keep an existing one? Statistics tell us that you are 14 times more likely to sell to an existing customer than a new prospect.” It is natural to pursue new customers but retaining existing customers and building long-lasting relationships is invaluable as in most cases new customers will value the feedback of your existing ones.
  2. I am a big fan of Sugar Hint, which searches the web for additional information on users and pulls it into Sugar and thus saving you a lot of manual work. New additions to Hint will deliver proactive and configurable customer alerts for signals and interesting moments, including funding, personnel changes, general company announcements and M&A activity.
  3. New awesome functionality available in the latest Sugar release for:
    • Quotes Configuration
    • New Data Visualizations
    • Advanced Workflows
      Video overview
  4. It was great to hear live feedback on highly requested IT Sapiens Analytic Reporting Tool features by customers, which extend the Sugar core functionality:

    • Common filters are often required, in order to be able to easily see results by team, region, user or a product group across several charts at the same time.
      With our new dashboard solution this is available along with fancy chart types like gauge, funnel, geographic charts and 3-axes chart (where you can add different scales together like count and amount of opportunities and see how they correlate together over the time).
    • It often takes a lot of effort to put reports together to be printed and look good. With IT Sapiens Analytic Reporting Tool you can get a really nice PDF report output containing several summary tables in your own preferred style using Excel for templates. Once a template is created, you can forget about it, as it can be easily scheduled regularly via e-mail as PDF or Excel, saving you a lot of time.
    • Snapshots and Historical Data – business trends over the time:
    • Calls, Meetings, Tasks and Emails available in the same report: both detailed list and summary.
    • Our customers are happy as they have a lot of power creating various reports without a need to be a programmer. With our easy to use interface you can create summaries, charts and report layouts, even add your own calculations.
  5. Cooperation & networking
    Most of all I actually learn and get inspired by those informal talks to experienced, wise people – so many of them are all gathered together at the same place, I want to catch every minute of it! Cooperation is one of the key success factors in every business, and seeing success in helping each other brings joy to your soul.
    “Eventually it is all about people” SugarCRM people say,– it is something, what the worlds smartest and most successful and independent people usually say as well. No matter how smart, strong, wealthy or independent you are, it is always important to have good people around you. SugarCRM and SugarCon is is definitely the place to find them! Happy to be at the right place.