Leveraging Open Source for Managing Complex Business Processes

Jacob Taylor

CTO and Co-Founder

SugarCRM Inc.

SessionTitle:

Leveraging Open Source for Managing Complex Business Processes

Welcome Welcome to Transformation and Innovation 2007 The Business Transformation Conference

Agenda

Who is SugarCRM?

Why Open Source?

Customer Case Studies

Q&A

Leading Provider of Commercial Open Source CRM

Founded April 2004

100+ Employees

1,200+ Customers spanning 30 countries

100,000+ users

16,000+ community members

7,000+ registered developers

320+ module extensions

50+ language translation

Raised $26M

Commercial Open Source What open source means for business: Faster Development More Control Lower Cost Higher Quality Greater Flexibility Less Risk Open Source Proprietary Operating System Database Middleware CRM Content Mgt. Messaging - - - - - - Copyright © 2007 SugarCRM, Inc. All rights reserved. Open source software represents the most significant all-encompassing and long-term trend that the software industry has seen since the early 1980s. ” “

Our Products

Sugar Enterprise

Sugar Professional

Sugar Open Source

Delivery Options Copyright © 2007 SugarCRM, Inc. All rights reserved. Software as a Service accounted for approximately 8% of CRM total software revenue in 2005; Gartner estimates that this will reach 12% in 2006. ” “

Case Study: Sterling PCU Company Background Business Challenges

Customer information stored in spreadsheets, word documents and access databases

Inability to manage complex quotations, a key customer tracking mechanism

High ongoing costs and lack of deployment flexibility with Salesforce.com

Specialized Equipment for Automotive and Appliance Industry

Customer include Mercedes-Benz, Toyota, Caterpillar, GE and Carrier

Founded in 1946

Headquartered in Dayton, OH with facilities in Germany and China

Open Source Deployment

Sterling was able to implement Sugar within one week after receiving its data from Salesforce.com.

Working with SugarCRM, Sterling was able to create a flexible quoting engine that is central to its business operations. This kind of customization is impossible in a multi-tenant, hosted application offering.

The flexibility of SugarCRM helped Sterling to see user adoption levels of 90% during its rollout of SugarCRM.

Results Business Results

Better understanding of business performance and more coordinated interactions with customers from initial engagement to order

Complete flexibility to change CRM deployment from hosted to On-Premise application depending on business requirements

“ You do not want to know how much

money we spent on Salesforce.com

customizations. SugarCRM gives us

the flexibility we need to grow

as a business.”

Christopher Edwards

General Manager

Sterling PCU

Results Implementation Results

Lower Total Cost of Ownership

Estimated savings of $18,000 per year with move from Salesforce.com to SugarCRM

Reduced Risk

Completed full implementation in less than 1 month

“ SugarCRM gives us the flexibility

we need to grow as a business.

We are using Sugar On-Demand

Now but will most likely move

our customer assets to

Sugar On-Premise in the future.

Salesforce.com cannot provide us that

kind of flexibility.”

Christopher Edwards

General Manager

Sterling PCU

Case Study: Athena Health Company Background Business Challenges

Old CRM did not allow for tighter integration with company's internal system.

Old CRM was not flexible or customizable enough to keep up with company's growth.

Extensive licensing costs and costs of customization.

Provider of physician revenue cycle management services that integrate workflow, billing and collections into a single service.

More than 450 customers, with over $1B in physician revenues.

Founded in 1997

Based in Watertown, MA.

In only 2 months athenahealth was able to customize Sugar Professional and seamlessly integrate it with their revenue-cycle management system.

The nature of open source allows athenahealth to work closely with SugarCRM in an iterative process: athenaheatlh develops extensions that can make their way back to the core product. And the openness of Sugar’s code allows athenahealth to develop with confidence.

Regulatory issues in healthcare required athenahealth to opt for a more flexible product that could constantly meet changing compliance needs. SugarCRM meets those needs.

athenahealth now has a much more flexible CRM system in place, which meets changing regulatory mandates.

The CRM system is also now fully integrated with its athenaNET physician revenue-cycle management system.

“… We will break even in three months,

and meet our ROI goal in nine months.

After that, value will continue to

accrue indefinitely….”

Bob Gatewood

Chief Technology Officer

athenahealth

ROI in nine months

Implemented in less than two months

90%+ adoption levels

Able to quickly scale from 200+ to 400+ users.

The cost to complete the basic Sugar Professional customization and integration work cost the same as three months of their previous Salesforce.com subscription costs Copyright © 2007 SugarCRM, Inc. All rights reserved.

Case Study: State of Oregon Background Business Challenges

Paper-based processing of Medicaid claims were time intensive and led to manual error

No single system for managing communications related to outreach and education efforts

Communications managed through Sticky Notes, Memory, Excel Spreadsheets, MS Access Database

Department of Human Services is the largest state agency with over 9,000 employees

Assists residents in sustaining independent, healthy, and safe lifestyles

Established in 1971

Headquartered in Salem, OR

The department feared that CRM would be too expensive and time consuming to install. However, a system architect simply downloaded and installed the open source version in one day.

The department was able to use Sugar Professional to automate many of its core processes, and even eliminate paper-based transactions for many processes.