CRM, SugarCRM and a RESTful integration

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The presentation has an introduction about CRM systems, Social CRM and SugarCRM. …

The presentation has an introduction about CRM systems, Social CRM and SugarCRM.
Then it focuses on the customisation possibilities of SugarCRM and on its framework structure.
It includes a working example of how to integrate SugarCRM with a CodeIgniter website using the REST API.

You can read more about the presentation on my blog post here: http://enricosimonetti.com/2013/03/27/crm-sugarcrm-and-a-restful-integration/

The PHP source code for SugarCRM and CodeIgniter can be found on this GitHub repo: https://github.com/esimonetti/sugarcrm-codeigniter-sample-rest-case-portal

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Transcript

  • 1. SugarCRM CRM, SugarCRMand a RESTful integration Enrico Simonetti - http://enricosimonetti.com
  • 2. CRMCustomer Relationship ManagementMy definition:CRM is a set of business processes, strategiesand best practices, that with the righttechnologies, can help you improve customerexperience and interactions Enrico Simonetti - http://enricosimonetti.com
  • 3. So what?We use Spreadsheets instead!
  • 4. What about with a CRM in place? Customer Centric Real time results Reporting Visibility Collaboration Automation Efficiency
  • 5. ● Founded in 2004 in California● 350+ employees with >1M users● Open Source PHP code (>10M downloads)● 4 versions - Commercial Open Source● Community Edition on AGPL license● Built for LAMP environments, then added more platforms (goo.gl/MdDL8)● Unlimited hosting choices● SugarCRM source code can be customised Enrico Simonetti - http://enricosimonetti.com
  • 6. the Social CRMThe advantages of any CRM plus: Open SourceFlexible Mobile Social Engage Customers DeeperRelationships
  • 7. How can I customise SugarCRM?
  • 8. ...and... under the covers? Its MVC! Enrico Simonetti - http://enricosimonetti.com
  • 9. What aboutSugarCRM REST API?REST API entry points:{site_url}/service/v4/rest.php{site_url}/service/v4_1/rest.php{site_url}/service/vX_X/rest.phpDeveloper guide: goo.gl/Jn8YIREST methods guide: goo.gl/ehB70The API can be customised Enrico Simonetti - http://enricosimonetti.com
  • 10. Demo Project Fake Hosting.comObjectiveWe want to start new web hosting company,and we need to build a website that integrateswith the CRM system.SugarCRM as a platformUsing SugarCRM as your applicationdevelopment platform, you can concentrateon making the application suit your business. Enrico Simonetti - http://enricosimonetti.com
  • 11. Step 1 - WebsiteThe demo website is built on top of existinglibraries and frameworks:● Codeigniter + Bootstrap for rapid development github.com/sjlu/CodeIgniter- Bootstrap● One of the SugarCRM REST helpers: github. com/asakusuma/SugarCRM-REST-API- Wrapper-Class Enrico Simonetti - http://enricosimonetti.com
  • 12. Step 2 - SugarCRM for B2C? How?SugarCRM is built by default for B2B andwe need to tweak it for B2C. (goo.gl/u2J6I)We just need to add one configuration optioninside the file "config_override.php".$sugar_config[require_accounts] = false;Then we execute a "Quick Repair" of thesystem. Enrico Simonetti - http://enricosimonetti.com
  • 13. Step 3 - Website Service Status pageSugarCRM Interface Changes:We need to add a new dropdown item on the"Type" field of Cases, called "Announcement"via the interfacePortal Code:We can retrieve the last 10 Cases of type"Announcement" that are still "New" or"Assigned" (with SugarCRM "get_entry_list") Enrico Simonetti - http://enricosimonetti.com
  • 14. Step 4 - Support Tickets creationSugarCRM Interface Changes:● We need to add a new dropdown item on the "Type" field of Cases, called "Support".● We also have to create a new custom field in Contacts to track the "Customer Number" (called cnumber_c).We can apply both the above changes fromthe SugarCRM interface in Studio. Enrico Simonetti - http://enricosimonetti.com
  • 15. Step 4 - Support Integration (Cont.)Portal Code:● Validate the Contact against his "Customer Number" (with get_entry / get_entry_list)● If the Contact is validated, create a Case (with set_entry)● Then we need to relate together the Case and the Contact (with set_relationship)● Then retrieve the newly created Case number (with get_entry / get_entry_list) Enrico Simonetti - http://enricosimonetti.com
  • 16. Summary - What did we learn?1. CRM basics and difference between: ○ Emails and Spreadsheets ○ CRM ○ Social CRM2. SugarCRM basic internal structure3. How to quickly integrate your website with SugarCRM via REST Enrico Simonetti - http://enricosimonetti.com
  • 17. Enrico Simonetti - http://enricosimonetti.com
  • 18. Where can I find more info?● Download SugarCRM CE at sourceforge. net/projects/sugarcrm● Use support.sugarcrm.com for: ○ Support ○ Application Guide ○ Training material, FAQ, Forum, videos etc. ○ Developer Guide● Use the developer blog (goo.gl/XTSzn) for coding and best practices, tips and tricks Enrico Simonetti - http://enricosimonetti.com
  • 19. How can I contribute?To contribute to SugarCRM code base youwould need:1. A Github account2. To read the following wiki goo.gl/Lf9Oq3. A signed contributor agreement goo. gl/U9EhvThe SugarCRM CE git repo is at this address:github.com/sugarcrm/sugarcrm_dev Enrico Simonetti - http://enricosimonetti.com
  • 20. My Contact DetailsEnrico SimonettiWeb: enricosimonetti.comLinkedin: linkedin.com/in/enricosimonettiTwitter: @simonettienricoEmail: enrico.simonetti@gmail.comNeed SugarCRM?www.insightful.com.au