SugarCon 2013 - Tips and Best Practices: Most common integrations

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  • This discussion is focused on extending functionality of the Commercial Editions. For Community Editions, a number of customizations and integrations must be made to provide the commercial OOB usage profiles.
  • Remember that with commercial editions, administrators may leverage Sugar Logic, Custom Modules, Logic Hooks*, etc., to address business requirements.*depending on the deployment strategy
  • If a CRM is implemented independently (“stand-alone”), the power of collaboration may not be realized. Whatever the strategy (configuration, customization and / or third party products), extended the CRM to integrate with other systems has positive impact on user adoption, data and process integrity.
  • The “extension” landscape is constantly changing – sometimes functionality is added to the commercial editions of Sugar and extensions are not necessary (e.g., PDF Manager). Savvy CRM consumers should periodically review the extension sources and discuss the product roadmap with their account representative to make informed implementation and maintenance decisions.When in doubt, Google “product and SugarCRM”, replacing “product” with the particular product name or function to find updated information on that integration.
  • The “scientific survey” was an abbreviated survey conducted with 25 Sugar partners in March 2013.Those items highlighted in redare available in the commercial editions, though the functionality may not exactly match a customer’s business requirements.
  • Examples:Dashboard Manager is downloaded from Sugar Forge and the .zip file is installed via Module Loader.Constant Contact is purchased from Faye Business Systems Group, who then installs to a specific instance.Marketo’s “Bridge” product is available from Marketo (originating vendor) and is installed under their guidance.
  • The selected deployment strategy – On-Site or On-Demand – does have an impact on how the integration product is first installed and later maintained.From a trouble-shooting perspective, if issues are identified, the Admin should first consider any recent integrations added via Module Loader or Code.
  • The products listed are from the survey mentioned in a previous slide. The list is not intended to be all-inclusive and exhaustive.
  • Functionality provided via an integration product should be prioritized along with all other business requirements.Including third party products in an initial implementation phase may negatively impact user adoption (too much to learn at once) or take focus off the core functionality desired from the CRM project.Compatibility with the selected commercial edition is key – customers should confirm compatibility early in the evaluation process.
  • SugarCon 2013 - Tips and Best Practices: Most common integrations

    1. 1. Most Common IntegrationsShannon BoydSenior Sales Engineer, SugarCRMApril 2013
    2. 2. Every CustomerEvery UserEvery Time
    3. 3. Every Customer: Sugar’s out-of-box usageprofiles can be easily extended by integratingwith community-, partner- and vendor-developed applications. When the scope isextended, achieving a 360-degree view of thecustomer is optimized.
    4. 4. Presentation Topics• What is “out-of-box”?• Why are extensions necessary?• How often is Sugar extended?• Where do extension products originate?• Which products are most commonlyintegrated?• Who installs the product?• What about On-Site vs. On-Demand?4
    5. 5. What is Out-of-Box (OOB)?• Sugar’s OOB usage profiles include:– Sales automation (lead to close)– Marketing automation (prospect to lead)– Customer support (issue to resolution)– Customer lifecycle (360 degree view)• Plug-ins for Outlook, Word, and Excel• Connectors for Facebook, Twitter, LinkedIn,GoToMeeting and more• All included in every commercial edition!5
    6. 6. Why are Extensions Necessary?• Customers have unique business requirementsand use cases:– Match adult learners and working professionals witheducation options– Manage futures contracts for traders– Issue licenses to biotech companies– Facilitate web-based gift experiences– Leverage social media for student organizations– And … manage prisoners!• Which may be Outside of the Box (OSOB)!6
    7. 7. How Often is Sugar Extended?• Many customers implement CRM as a stand-alone application– What about the power of collaboration?• Our partners report that ~50% of the time, theyare installing some type of extension to addressunique needs7
    8. 8. Where Do Extensions Originate?• Extensions are created by:– the Developer Community– Sugar’s Partners– Product Vendors• Extensions are available at:– Sugar Forge– Sugar Exchange– Vendor websites• Google “product and SugarCRM”8
    9. 9. Which Categories Are Most Common?• In a “scientific survey” the most frequentlyrequested integrations are with:– Email– Email Marketing– Telephone Integration (CTI)– Calendar• And, next in line:– Reporting, Business Intelligence– Order Management, Products & Quotes– Mobile9
    10. 10. Who Installs the Product?• Many extensions can be installed by You viaModule Loader• Some extensions are installed by a Partner• Others are installed by the originating vendor• Once installed, the extension may appear:– In a new panel in the Admin interface– As a menu item from the navigation bar– Via fields exposed in the UI10
    11. 11. What About On-Site vs. On-Demand?11On-Site On-DemandInstalled by … • Module Loader• Code• Module LoaderMaintained by … • Studio• Code• Studio• Regardless of deployment strategy,“Upgrade Safe” changes should always betop-of-mind.• If possible, install first in a sandbox, thenpromote to your production environment.
    12. 12. More About Common Integrations• While partners most commonly integrate:• There are 100s of products available.12Product PurposeACH Credit card paymentEchoSign Electronic signatureSage 100 ERP ERP integrationQuickBooks InvoicingConstant Contact MarketingDocuSign Electronic signatureIntacct FinancialZendesk Case managementActivePrime Search Search engineAct-On Marketing
    13. 13. Finally …• Is the functionality on Sugar’s roadmap?• Do you need the extension in the initialimplementation phase?• Think about:– Cost (Free, one-time expense, recurring, based onnumber of users, etc.)– Implementation and support strategy (you install, thevendor installs, who maintains?)– Commercial editions supported (if the latest Sugaredition is not listed, what is the plan to support?)13
    14. 14. Most Common IntegrationsQuestions?Thank you for attending this session14

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