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
Copyright © 2007 SugarCRM, Inc. All rights reserved.

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
SugarCRM, Inc. Copyright © 2007 SugarCRM, Inc. All rights reserved.

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
Company Copyright © 2007 SugarCRM, Inc. All rights reserved.

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.
How Open Source Helped Copyright © 2007 SugarCRM, Inc. All rights reserved.

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.

The department is now HIPPA compliant.
Reduced Medicaid paper claims processing from 60,000 to just 37 in three months .
Provided a single system of record and communications across the Department of Human Services
“ Soon after the SugarCRM rollout,
I started getting calls from
providers saying that we really
seemed to be on the same page
in terms of providing consistent
responses and sharing information.”
Bill Crowell
Chief Information Officer
State of Oregon

Expected to take up to 12 months to evaluate and deploy CRM – was up and running almost instantly
Department now has a centralized email management, document management, and collaboration platform

Leveraging Open Source for Managing Complex Business Processes

by Nathaniel Palmer on Jun 23, 2007

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Leveraging Open Source for Managing Complex Business Processes — Presentation Transcript