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Partner Corner

9 Posts authored by: Zlatyslava Topchyi

Every business relies on tasks, calls and meetings as well as key dates and deadlines to develop successful and profitable relationships. Sugar is a fantastic tool that helps to collect and manage all your customer data.

 

The flexible structure of Sugar data allows for creating tasks, calls and meetings related to any CRM object, both standard (Account, Contact, Task, Quote, Opportunity, etc.) and custom.

 

Sugar Studio allows easy adding of new date-time fields into regular or custom modules where needed. In addition to standard fields such as “Opportunity/RLI expected close date” and “Quota valid until”, you can add a set of useful key dates such as the following:

  • Return to target – Renewing the contact with a prospect who asked you not to disturb them for a set period of time
  • Opportunity postpone until – Do not disturb the customer during the requested period of time
  • Covenant check date – Ensure all agreements were completed in the agreed time
  • Invoice due date – Receive money according to contract terms
  • Subscription renewal – Continuation of subscription with an existing customer
  • Contract renewal - Renewal of the contract for a new term
  • Expected NPS survey date – Collection of important customer feedback

 

Of course, every company is unique and has its own set of key dates and deadlines. However, each company faces the same challenge: the more of these they utilize, the more they need to see all these dates in a serial stream alongside planned activities. This is regardless of what CRM entity they were planned with or placed in or which CRM user or information system have issued them.

 

All of the above drive one key immutable aspect of our daily lives: when we plan our day or a particular visit to the customer, when we review our pipeline or prepare a marketing campaign, and, of course, when we answer an unexpected customer call, we need the right data. The Sugar add-on Need ToDo Viewer makes this simple by monitoring activities and deadlines of all related entities at any level where you need them: the main dashboard, a list view or record view.

You can see not only key dates but also a business-oriented description that helps you to derive maximum information without digging into details. This may be the status of a task or a meeting address with an active link to Google Maps, a sales stage of opportunity or its total amount. It’s up to you; the configuration options are numerous.

 

Better awareness leads to fewer mistakes; fewer mistakes lead to more efficient planning. All of this together contributes to higher overall efficiency in CRM users’ work. Automatic display of data-related entities significantly saves time and facilitates their work, which positively impacts user adoption.

 

See? Isn’t that simpler?

 

Would you like to see the above in action? Click here for the webinar replay.

No doubt Sugar dashboard is a powerful tool for regular Sales Management. Special diagrams like Pipeline or Forecast, reports diagrams and filtered list views help to see the current state of sales, to analyze opportunities and quotes portfolios from different viewpoints. Report drill down option gives the possibility to examine any diagrams segment and look into details in a second.

But what do you do if you look at the pipeline or any other similar diagram and see that the portfolio was significantly changed? 

Some of the opportunities could be shifted to the latest period or, vice-versa, to the earliest one, some of the opportunities had changes in the amount or/and stages. But which changes exactly and what exact amount of change? That is a question. If you manage the dozens and hundreds of opportunities, the receiving of answer needs a lot of time, doesn't it?

You can make this part of sales management work easier and more efficient if you use TimeLine Viewer, a special Sugar add-on for collecting and managing significant changes in your data.

First, add the report based on TimeLine data to visualize the structure of significant changes in your portfolio and add a particular diagram to your Sales Dashboard.  It helps to be aware of the existence of changes that had impact on your portfolio, as well as how many of them took place, and who is responsible for them.

Second, add special "My TimeLine" dashlet to the dashboard and configure a dashlet filter to display just a restricted set of business events (stage changes, change in the amount and probable date of the close).  It gives not only the possibility to view each particular change that had impact on your pipeline but also to collaborate with teammates in a quick and easy way in the context of the particular event.

Finally, add Collaboration dashlet to Dashboard to quickly review your teammates' answers directly from dashboard.

With these improvements, your Sales Dashboard would look like this and you will be able to manage all pipeline changes directly from the dashboard.  This is a piece of cake. 

If you use Sugar Enterprise, we have another good piece of news: you can view TimeLine feeds on your Sugar mobile as well, because Sugar Enterprise allows extending regular Sugar Mobile.

 

Enjoy the work in Sugar,

Integros

A few time ago we shared how to save time and improve personal efficiency using a power of SugarCRM platform and TimeLine Viewer, a Sugar 7 add-on for collecting any important events from Sugar database or from other systems and visualising them like a news feed.

 

Now everyone can use TimeLine Viewer not only on a Sugar desktop application but also on iPhone, iPad or gadgets on Android.

Logic Builder: How to create Timeline Viewer event for a Call in SugarCRM

 

SugarCRM introduced a new version of Mobile SDK in Fall’17 release. It allows extending regular Sugar Mobile and literal moving of key CRM events at Sugar users’ fingertips.

 

In addition to the power of regular Sugar Mobile, you get an easy way to be informed about all-important CRM changes from TimeLine Viewer wherever you are.

 

Anyone who needs to work on the move will evaluate the easy way to analyse important changes using usual dashboard’s dashlets like news feeds, configuring them by type and nature of events: funnel changes; leads & customers communications history; key customer cases’ and issues’ changes etc.

 

Only three touches are needed to receive a full picture by particular object: 1) touch the object you are interested in; 2) select the “Dashboards” tab and 3) touch the “My TimeLine” dashlet to get a full picture on a single screen.

It works for any CRM object (lead, customer, contact, opportunity, case, etc.), both regular and custom.

Logic Builder: How to create Timeline Viewer event for a Call in SugarCRM

 

You will be able to see from one feed the changes of important fields and create new related objects, read emails directly from the feed even if you are not the author and on the list of TO or CC. It’s also possible not only for emails but also for any other event with the description (call, meeting, note, task, etc.)

 

The collaboration directly from the feed will save a lot of time for you and your teammates. You no longer need to waste time on describing the context of your questions or comments. Logic Builder: How to create Timeline Viewer event for a Call in SugarCRM You just select a particular event from the feed and type a message, question or recommendation. You can add calls for the particular colleagues (they will receive a notification); add active web links or links to the CRM system objects for making your message more focused, informative and useful. In this way, you can use the full power of your team and share team knowledge with all authorised users without any effort.

 

We hope that Sugar Mobile users and especially SugarCRM partners will enjoy TimeLine Viewer mobile features especially given the possibility to configure new TimeLine events tailored to your unique needs without programming. Logic Builder allows creating new events in minutes and does not require programming.

 

It is just the beginning of moving TimeLine Viewer features into Sugar mobile. If you have ideas for improving TimeLine Viewer, join us. We would be glad to work together as a team.

 

Sincerely yours,
Integros team

 

p.s. We would like to thank SugarCRM Mobile SDK development team for their help and support.

 

p.p.s Anyone willing to know more about how mobile CRM allows saving time and improving individual efficiency can watch this webinar.

If you wish to be successful in nowadays business, you need to both have effective lead generation machine and deliver positive Customer Experience. It's an axiom.

There are 3 typical destroyers of CX that are very often presented together with omnichannel lead generation processes:

  • Your customers get upbeat marketing messages even while they’re in the middle of a heated customer service issue
  • Your customers receive offers for products they already own
  • Your sales push customers who just "rejected" your marketing message

If you wish to deliver positive CX, you need to avoid such situation. It means you should integrate and coordinate your marketing, sales and service activities. Let's see all these cases in more detail.

  • Your customers receive offers for products they already own. It means that your marketing processes and customer information file are not integrated. You need to manage your target lists according to information about all customer's purchases by all existing channels. Don't forget about not completed purchases too, if the time from customer's "YES" to reflecting the data in the customer's file is quite long.
  • Your customers get upbeat marketing messages even while they have unresolved heated service issue. It means that your marketing processes don't use information about key service events. You need to add special trigger control for temporary excluding the customers with unresolved issue or case from the target lists. Don't forget to return these customers in the target lists after resolving the customer's issues, of course, in an automated way too.
  • Your sales team push customers who just "rejected" your marketing message. It means that your sales team don't have timely and convenient access to marketing campaign results by all channels. It's a typical situation when the customer communicates with the call-center (by chat, messenger or mobile app) after receiving marketing message by email. You need to integrate key events of marketing campaigns into sales dashboards for delivering the most up-to-date information for your sales people.

The simplest way to do all these improvements for small and medium business is to pass managing campaigns target lists to CRM system, collect & visualize all key events of marketing campaigns into CRM system sales dashboards. It resolves the challenge of omnichannels marketing but, of course, it presupposes some CRM system' customization:

  • bi-directional integration with you channel automation systems (email, messengers, push notifications, etc.)
  • implementation of some triggers into CRM system logic for including/excluding particular customers from target lists
  • visualization of key marketing and service events on sales dashboards

If you wish to know how it's possible to do it for Sugar and MailerLite, as an example of e-mail automation system, click here.

This task was solved within the presentation of sales rep productivity enhancement possibilities for PrimeTel (Cyprus), a national operator of the entire range of telecommunication services (mobile and fixed communication, IP TV, backbone, commercial and home internet). In the B2B segment, the company serves both large transnational companies and a large number of SMB customers.

Large customers are assigned to Key Account Managers (KAM), SMB customers are divided by geography and product. Thus, when dealing with large customers an account manager is responsible for interaction with all customers’ contacts, and when dealing with SMB customers, account managers may contact the same person regarding different products. Enhancing customer experience requires solving a range of tasks:

  • To provide a simple way of receiving data to get a holistic view on the Contacts with which the account managers communicate
  • To notify KAMs in a timely manner whenever a Contact joins the Account, takes a new post or quits, if this information was not entered by the KAM
  • To notify in a timely manner all the SMB managers who work with the Account and handle Opportunities/Leads about a new Contact joining the Account

The Hint service copes well with the data enrichment, however, it is necessary for managers to be quickly notified about changes that matter. To this end, there is a need to follow up the enrichment with the labor-intensive comparison between received and existing data:

  • Based on Contact’s data, from which it is possible to determine whether it belongs to a particular Account (for example, the name of the corporate web site, company code etc.), it is necessary to find if any such corresponding Account is in Sugar and if the Contact is linked to it. If the Account is found, but the Contact is not linked, one should:
    • link the Contact with the found Account
    • notify the manager assigned to the Account regarding the new Contact of the Account
    • in case of open Opportunities, notify managers of these Opportunities about the new Contact for the Account by e-mail and via Sugar Notification
  • If the Contact has quit the linked company, if necessary, one should:
    • Notify the manager assigned to the Contact about said Contact moving to another company
    • If there are open Opportunities on the Account and the Contact is specified as Opportunity Contact in Sugar, notify all of these Opportunities’ managers that the Contact has quit the company

Here are the reasons why Logic Builder (Sugar tool for visual design of data processing algorithms) was chosen to solve the task:

  • Whenever the company’s organizational structure or internal procedures change, notification-sending algorithm should also be changed; therefore, it is important to ensure the algorithms remain configurable by Sugar Administrators, not just developers.
  • It requires searching Sugar database for records of several modules at once (Accounts and Opportunities). For this reason, this task cannot be solved with standard tools, such as Workflow in Sugar Professional or Advanced Workflow in Sugar Enterprise, which limits the user to working only with the record, which triggered the process, and records directly related to it.

This way, by enhancing SugarCRM Hint with the Logic Builder possibilities, the customer gains operational and long-term advantages:

  • The automation of routine data processing operations after the enrichment positively affects User Experience and increases the efficiency of Hint integration
  • The reduction of reaction times to changes in both organizational structure and internal policies of the company thanks to the business logic being configurable by Sugar Administrator.
  • A decrease in the Total Cost of Ownership of the customized CRM solution, as the use of visual programming for Sugar enables the customer to:
    • Avoid the labor efforts of middle PHP developers on both the initial implementation stage (16 man hours) and following modifications (from 1 to 3 hours per each modification)
    • Avoid the labor efforts of a business analyst on drawing up the internal documentation on the design stage (6-10 hours) and following logic modifications (1 -2 hours per each modification) – as the visual nature of programming in Logic Builder allows it to be a form of business logic documenting in and of itself.

You can try LogicBuilder for free by stopping by our website. Here's the link.

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

Finding a competent outsource provider can be a real challenge on the one hand, but on the other hand it can bring significant advantages to your business since you get an educated workforce and availability of labor. One may wonder, why do I have to engage a CRM outsourcing company?

 

To find out the answer just ask yourself: Do I have the time or technical expertise to maintain or enhance my CRM system? In our experience, to extract the most value from your CRM system you need a wide variety of not only engineering and IT skills but methodological skills as well. For many business owners the decision to outsource CRM tasks does not come easy. There is a lot of sensitive information in your CRM solution, so finding trustworthy people is obviously a top priority. Of course, the development of outsourcing locations means that firms have several options to choose from if they want to nearshore IT services in order to modify or support their CRM solutions.

 

If you have never hired a CRM outsourcing company and do not know which factors to consider, take a look at our recommendations.

Know when to hire an outside help. It is important to bear in mind if you do not want to suffer from on-peak load when there is a need to change some part of a CRM system quickly.

Be strategic when setting a budget and timeframe. Negotiate the structure and the sequence of the project works. This will help you gain more cost savings, paying service provider on a pre-project basis or only for the hours rendered with your project.

Be specific in the business tasks and challenges description. This will help you guide the project in the right direction and gain more CRM customizations based on what you really want that will allow your business to scale at a greater level.

Discuss the categories of specialists you need. This one is necessary too. Make sure you take care of it. Knowing which specialists you need to carry out your instant CRM enhancement requests will provide you with a team of experienced and competent specialists. In addition, this ensures that you will get better support services and move forward faster.

Of course, outsourcing has its drawbacks. There can be problems with communication, security and privacy leaks, issues with quality of the solutions, to name a few. Still, nearshoring is on the rise thanks to the progress of collaborative technologies and a pool of highly qualified workers.

 

If you want to see other recommendations on all the benefits outsourcing presents and at the same time maintain control over a CRM system, guarantee confidentiality and service efficiency, please, look at this article. It is obvious, that nearshoring makes it much easier to integrate activities and to handle confidential material. However, the question still persists: Do you want to take on the burden of transformation and the associated risks alone or share it?