Transforming the Customer Experience with SugarCRM
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Successful businesses create unique experiences...for their customers, their employees, their partners, their investors. What happens when you apply this principle to your customer service?
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Transforming the Customer Experience with SugarCRM
- 1. ©2013 SugarCRM Inc. All rights reserved. TRANSFORMING THE CUSTOMER EXPERIENCE Clint Oram SugarCRM Inc.
- 2. ©2013 SugarCRM Inc. All rights reserved. As SugarCRM talked to people who rely on Customer Relationship Management systems to run their business, we recognized that most sales and support people hate using them. We set out to free them from the tyranny of conventional CRM systems. We knew that companies wanted more than just a recording and management system. They wanted an indispensable tool that would help sales, marketing, and customer support team members win more business and create extraordinary customer relationships. Further, it needed to be affordable so that they could put it in the hands of every employee who engages with customers. We decided to build an innovative CRM system designed for the individual contributor, not just for the management team. We did away with the drudgery of endless data entry, and focused on enabling people to do their job better by giving them the right information, when they need it, before they even ask. And, we simplified the buying process: one price, all-inclusive, with no hidden fees so you know how much the system costs. SugarCRM Manifesto
- 3. ©2013 SugarCRM Inc. All rights reserved. 3
- 4. ©2013 SugarCRM Inc. All rights reserved. Company Background Business Largest pure-play provider of CRM Software Founded April 2004 in Cupertino, California ~ 400+ Employees & FTEs IBM Global Alliance Partner Market Traction Award winning products Visionary in Gartner Magic Quadrant 1.5 M+ users, 120 countries 300+ partners globally Rapid Growth 19 consecutive quarters of growth > 11 Million downloads Nearly 7,500 customers 4
- 5. ©2013 SugarCRM Inc. All rights reserved. THE EVOLVING CUSTOMER EXPERIENCE The Power of “i”
- 6. ©2013 SugarCRM Inc. All rights reserved.
- 7. ©2013 SugarCRM Inc. All rights reserved. Apple S Grand Centr
- 8. ©2013 SugarCRM Inc. All rights reserved.
- 9. ©2013 SugarCRM Inc. All rights reserved.
- 10. ©2013 SugarCRM Inc. All rights reserved. BUT CUSTOMERS STILL AREN’T HAPPY WITH US The Power of “i”
- 11. ©2013 SugarCRM Inc. All rights reserved. Are frustrated because you don’t know my history 75%
- 12. ©2013 SugarCRM Inc. All rights reserved. Say you know nothing about me after the call 61%
- 13. ©2013 SugarCRM Inc. All rights reserved. Escalated issues to a supervisor 41%
- 14. ©2013 SugarCRM Inc. All rights reserved. Escalated issues via social media 21%
- 15. ©2013 SugarCRM Inc. All rights reserved. CRM DRIVES THE DIGITAL EXPERIENCE The Power of “i”
- 16. ©2013 SugarCRM Inc. All rights reserved. Customer, Employee, Partner, Supplier, Investorexperiences Finding, Learning, Buying, Asking, Paying, Using Marketing, Selling, Servicing, Billing, Delivering processes Public Cloud, Private Cloud, Virtual Private Cloud, Hybrid Cloud, On-Premise infrastructure Marketing, Sales, Customer Service, Billing, Deliveryapplications Creating Exceptional Experiences
- 17. ©2013 SugarCRM Inc. All rights reserved.
- 18. ©2013 SugarCRM Inc. All rights reserved. Is this a current customer? Are they are top customer? Have they paid their bills? Do they have any outstanding issues with us? gues Experts Sale Rep Pre-sales Product Manager Sales Manager Lawyer Finance Logistics Service Supp
- 19. ©2013 SugarCRM Inc. All rights reserved. Empower Every Individual Employee Provide Consistent Customer Insight Deliver Personalized Customer Interactions
- 20. ©2013 SugarCRM Inc. All rights reserved. Contact Center Experience 20 Communication Infrastructure Workforce Optimization Customer Relationship Management Agent Desktop
- 21. ©2013 SugarCRM Inc. All rights reserved. Contact Center Experience 21 Customer Relationship Management Agent Desktop• Case management • Knowledge base • Self-service portal • Real-time analytics • CRM accounts, contacts, offers • Social media engagement
- 22. ©2013 SugarCRM Inc. All rights reserved. Contact Center Experience 22 Customer Relationship Management Agent Desktop With Full CRM • 360 Degree View of the Customer • Multi-Channel Response • Sales Force & Marketing Automation • System Integration
- 23. ©2013 SugarCRM Inc. All rights reserved. Contact Center Experience Success What? Optimize Pre-Call Work – Call deflection and skills-based routing based on customer data Reduce Unnecessary Talk Time – Screen pops with customer data Increase Helpful Talk Time – One social agent desktop for all systems Reduce Wrap-up Time – Easy UX, fast data entry, automated business processes Why? Improve Agent Productivity Improve Customer Satisfaction Create Customer Loyalty Retain Best Agents 23
- 24. ©2013 SugarCRM Inc. All rights reserved. Sugar Enterprise Edition 24 • Case management • Knowledge base • Self-service portal • Real-time analytics • CRM accounts, contacts, offers • Social media engagement
- 25. ©2013 SugarCRM Inc. All rights reserved. Successful Customers Business Services Consumer Goods/Retail Financial Services & Insurance Government/ Non-profit Education Healthcare Manufacturing Technology Transportation Travel & Leisure
- 26. ©2013 SugarCRM Inc. All rights reserved. Our Mission… 26 Continuously Innovate the Market-Leading CRM that: – Empowers the Individual User – Connects ALL Customer-Facing Employees – Connects You With Your Customers the way they want to Engage – Provides True Insight
- 27. ©2013 SugarCRM Inc. All rights reserved. Thank you! Clint Oram @sugarclint http://slideshare.net/sugarclint #sugarcrm
Editor's Notes
- We’re often asked what makes Sugar different from other CRM solutions. To help answer that question, we’ve put together our Sugar Manifesto to describe what makes us unique among CRM vendors.
- Here’s a simpler way of describing what makes SugarCRM different: We put the “i” in CRM. What do we mean by that? We’ve taken the traditional management benefits of CRM -- visibility and reporting – and added the individual to the CRM solution. We’ve given anyone who interacts with customers an indispensable tool that helps to deliver extraordinary customer relationships. We’ve added innovation by empowering the individual user with modern tools that improve their work day and help them focus on their customers. We’ve increased value by offering these tools at a price that makes them available to every customer-facing worker, so organizations can provide the highest level of service and productivity in each customer interaction.
- So, how do you break out of the 81%? What do you put in place to reap the benefits of becoming a fully committed customer-centric organization?
- So, how do you break out of the 81%? What do you put in place to reap the benefits of becoming a fully committed customer-centric organization?
- So, how do you break out of the 81%? What do you put in place to reap the benefits of becoming a fully committed customer-centric organization?
- Your customer shouldn’t have to repeat their story for the umpteenth time to someone else in your organization. Ensure that everyone in your organization has the collective wisdom of each customer. Whether the information is based on conversations, emails, digital behavior, or external data sources. Make that context available to everyone in your organization so that they can do their job better in the context of supporting the customer. They should know whether they are a prospect or a current customer, and how important they are to the organization. They should know what business the customer is in and what they buy from the company. Whether they are a customer in good standing, or someone that has any outstanding issues with us. The tenor of your conversation depends on it. I just called in to customer service at FTD to check on my order for the second time….
- Sugar works with thousands of companies who are at various levels of commitment to being a custsomer-centric organization. There are 3 critical success factors that we see the best employ: 1) Infuse a corporate culture where every employee is laser-focused on each individual customer success.. 2) Provide consistent customer insight for every individual in your organization who interacts with the customer. 3) Deliver Personalized Interactions with your customers. Let’s explore each of these.
- Optimize Pre-Call Work -> Drive up agent productivity Quickly find customer information from CRM system based on inbound info (ANI, email address, etc) Reduce Unnecessary Talk Time -> Improve customer satisfaction Find answers quickly, eliminate repetitive questions, reduce wait time Increase Helpful Talk Time -> Create customer loyalty Focus on solving customers problems, discover retention/up-sell/cross-sell opportunities Reduce Wrap-up Time -> Retain qualified agents Execute after-call processes automatically, reduce time to complete screens
- From sales and marketing automation to cross-departmental processes and custom integrations, here are some of the more than 1.4 million SugarCRM users who are building their successful businesses on SugarCRM. For instance: - Redglaze Group uses Sugar to align and automate business processes across their seven different design, architecture, manufacturing and construction companies. Sugar is the backbone of an internal system that manages everything from sales and service to project management and accounting, and gives every employee a customized workview that matches their role in the organization. It’s an affordable, secure, cross-company solution that only Sugar could power.