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Transforming the Customer Experience with SugarCRM

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. 1. ©2013 SugarCRM Inc. All rights reserved. TRANSFORMING THE CUSTOMER EXPERIENCE Clint Oram SugarCRM Inc.
  2. 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. 3. ©2013 SugarCRM Inc. All rights reserved. 3
  4. 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. 5. ©2013 SugarCRM Inc. All rights reserved. THE EVOLVING CUSTOMER EXPERIENCE The Power of “i”
  6. 6. ©2013 SugarCRM Inc. All rights reserved.
  7. 7. ©2013 SugarCRM Inc. All rights reserved. Apple S Grand Centr
  8. 8. ©2013 SugarCRM Inc. All rights reserved.
  9. 9. ©2013 SugarCRM Inc. All rights reserved.
  10. 10. ©2013 SugarCRM Inc. All rights reserved. BUT CUSTOMERS STILL AREN’T HAPPY WITH US The Power of “i”
  11. 11. ©2013 SugarCRM Inc. All rights reserved. Are frustrated because you don’t know my history 75%
  12. 12. ©2013 SugarCRM Inc. All rights reserved. Say you know nothing about me after the call 61%
  13. 13. ©2013 SugarCRM Inc. All rights reserved. Escalated issues to a supervisor 41%
  14. 14. ©2013 SugarCRM Inc. All rights reserved. Escalated issues via social media 21%
  15. 15. ©2013 SugarCRM Inc. All rights reserved. CRM DRIVES THE DIGITAL EXPERIENCE The Power of “i”
  16. 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. 17. ©2013 SugarCRM Inc. All rights reserved.
  18. 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. 19. ©2013 SugarCRM Inc. All rights reserved. Empower Every Individual Employee Provide Consistent Customer Insight Deliver Personalized Customer Interactions
  20. 20. ©2013 SugarCRM Inc. All rights reserved. Contact Center Experience 20 Communication Infrastructure Workforce Optimization Customer Relationship Management Agent Desktop
  21. 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. 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. 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. 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. 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. 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. 27. ©2013 SugarCRM Inc. All rights reserved. Thank you! Clint Oram @sugarclint http://slideshare.net/sugarclint #sugarcrm

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