This document outlines a session on integrating customer service management using SugarCRM and OTRS, emphasizing how to meet business needs and enhance customer satisfaction through seamless integration. Key topics include managing customer and contract data, automating data transfers, and improving efficiency and quality in customer service processes. It also presents IT-Novum as a partner in delivering open business solutions and highlights the benefits of using integrated processes.

1. Integrated
Customer Service Management
SugarCRM and OTRS

2. What you will learn in this session:
• How to meet business needs with best source
solutions.
• How to connect OTRS and Sugar to gain the full
benefits of seamless cross system integration.
• How to keep your customers happy and provide
your sales force with complete customer
information.

3. Agenda:
• it-novum
• integrated processes
• details
– accounts and contacts
– contracts
– tickets
• live
• conclusion
• questions

4. IT-NOVUM: Your Partner for
Open Business Solutions
>65 employees
Covering the complete
ø 20% annual growth value chain
>60% external customers, medium
and large enterprises Design and
Architecture Projekt Management
branches in the D-A-CH* region and Consulting
datacenter of KAP-AG
synergies & inovation „Best-Source“
Rollout
according to concern affiliation
and Training
Integration and
Interfaces
Support and
Subscription
Hosting and
Managed Services

5. it-novum Solutions
Frontend & Portale
Office-Solutions, Browser, mobile devices
Dashboards, Key Figures, Reporting and Analysis
Data integration
and -transfer
Customer
CRM ECM ERP ITSM spec..
Workflow & Prozess Engine
Infrastructure
OS, Hardware, Data Base, Backup, …

6. Open Minded Business Solutions –
the Magic Triangle with IT-NOVUM
ITIL, ROI,
€,SLA
etc.
Best Source as basis for
business process
BUSINESS optimization
TECHNOLOGY to close the gap between
technology and business
integration
cooperation

7. Integrated processes
Gain benefits by using integrated processes:
– seamless business processes
– broad information
– save time
– avoid faults
– increase in efficiency
– improve in quality
– save costs
• Use the best source approach with it-novum.

8. Accounts, contacts and contracts

9. Contract details and SLAs

10. Contract details and SLAs

11. Contract details and SLAs

12. Customers (OTRS)

13. Customers (OTRS)

14. Tickets I

15. Tickets I

16. Tickets II

17. Tickets II

18. Tickets III

19. Tickets III

20. Conclusions
SugarCRM and OTRS
– Seamless process integration
– Manage customer and contract data in Sugar
– Automated transfer of data into OTRS
– Manage your tickets in OTRS
– Create new contacts in OTRS
– Tickets are displayed in Sugar
Benefits
– Relevant information about customers in Sugar and in OTRS
– Manage your data just once
– Avoid faults and save time
– Increase efficiency
– Improve quality

21. Sugar – OTRS
Q&A

22. Thank you very much!
Infos, WhitePapers, Webinars etc.
www.it-novum.com
Contacts: it-novum GmbH
• Uwe Eilers info@it-novum.com
• +49-661/103-986 Fon:+49-661/103-333
• uwe.eilers@it-novum.com
Edelzeller Strasse 44
36043 Fulda