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SugarCRM

SugarCRM. Creating Customer Experts. Who Does CRM Benefit?. Who Does CRM Benefit?. Focus On the Two Constituents of CRM. The Customer. Creating Customer E xperts. The User. Core CRM Values. every customer. every user. every time.

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SugarCRM

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  1. SugarCRM Creating Customer Experts

  2. Who Does CRM Benefit?

  3. Who Does CRM Benefit?

  4. Focus On the Two Constituents of CRM The Customer Creating Customer Experts The User

  5. Core CRM Values every customer every user every time Better understand the needs of every individual customer Empower every user to engage successfully with their customers Deliver a consistent experience every time

  6. SugarCRM Advantages Flexibility Innovation Value

  7. Innovation

  8. Flexibility Public Vendor Sugar On-Demand Partner Private

  9. Value Several additional hidden fees >$230k license savings Requires multiple products for marketing, sales, and support *Based on Enterprise edition and 100 users

  10. Analysts AgreeGartner Magic Quadrant - 2013 Significant movement; validation as a CRM Visionary Challengers Leaders • SugarCRM continues to innovate • Strength in mobile device, UI and social technology strategy • Attractive, easy-to-understand pricing model • Flexible customization environment • Open industry-standard technologies • Cloud-neutral strategy Salesforce.com Microsoft (Dynamics CRM) SAP (CRM) Oracle’s (Siebel CRM) NetSuite Microsoft (Dynamics CRM Online) Ability to execute Oracle Fusion Sales SAP (cloud for sales SageCRM Swiftpage Pivotal Sales CRMnext Zoho Visionaries Niche Players Completeness of Vision

  11. Successful CustomersMultiple verticals Consumer Goods & Retail Media Insurance Education / Services Manufacturing / Logistics Healthcare Technology

  12. SugarCRM every customer every user every time

  13. Line of Business Slides

  14. Sales

  15. Key Sales Challenges • Maximizing sales growth • Increasing individual rep. productivity • Leveraging a single system • Alignment in execution

  16. SugarCRM Offering CHANNELS REPORTING CORE SYSTEMS Dashboards Marketing Analytics Sales Trends Case Reports Customer Profiles Sales ERP MARKETING SALES SUPPORT Multi-channel Campaigns Opportunity Management Case Management Inbound Email Knowledge Base Campaign Wizard Email Marketing Contact Management Account Management Call Center Accounting Web-to-lead Form Bug Tracking Self-Service Portal Lead Management Forecasting Quotes & Contracts COLLABORATION Web Billing Email Client Project Management Wireless & Office Client Outlook Plug-In Activity Management PLATFORM Partners Office Systems Role Management Workflow Custom Fields Module Loader Dashlets Access Control Layout Editor Module Builder Homepage Layout Exchange Apps

  17. Maximize Sales Growth • Single page access to everything you need to know on the account • Customer intelligence on every screen, for every user • Integrations with social media and external enrichment streams User-first

  18. Increase Individual Productivity • Integrated quota analytics based on forecasting ‘what if’ scenarios • Analytics based on neglected, aging, and most active deals • Activity analytics show what’s trending and requires follow up • Social integration flags account activity

  19. Leverage a Single System • Integrated with quota and pipeline intelligence • Automatic forecasting based on deal tagging • Inline editing, rapid access, and no UI latency • Pulls back information based on data entered

  20. Align Across the Organization • In context activity streams centralize intelligence about the account • Document sharing in the context of doing business • Access to top influencers and contact patterns • Social UX: tag, filter, share, and pin what’s relevant • Help create a single source of truth around customer data; improve data quality

  21. Sales Customer Proof Points “Sugar is ideal for everyone who wants increased control over their sales. Our solution is in the premier league, while the previous solution was in the second division.” –Virosafe “With Sugar, we’ve increased our performance in sales KPIs for four consecutive months. But most important is the new business we’re winning. That’s really skyrocketing.” –Paramount Global Services “Sugar is powerful yet easy to use. After six months with Sugar, our B2B sales increased by 18 percent with no additional staff. It definitely exceeded our expectations.” –HiperTehuelche “SugarCRM has been a key factor in our growth. Now, sales reps can better manage critical information they need. They have complete visibility during every stage of the pipeline and are more accurate in their forecasts.” –GrupoEl Derecho

  22. Support

  23. Key Support Challenges • Rapid respond to customer needs • Monitoring all customer channels • Delivering consistent service • Using tools to increase individual productivity

  24. SugarCRM Offering CHANNELS REPORTING CORE SYSTEMS Dashboards Marketing Analytics Sales Trends Case Reports Customer Profiles Sales ERP MARKETING SALES SUPPORT Multi-channel Campaigns Opportunity Management Case Management Inbound Email Knowledge Base Campaign Wizard Email Marketing Contact Management Account Management Call Center Accounting Web-to-lead Form Bug Tracking Self-Service Portal Lead Management Forecasting Quotes & Contracts COLLABORATION Web Billing Email Client Project Management Wireless & Office Client Outlook Plug-In Activity Management PLATFORM Partners Office Systems Role Management Workflow Custom Fields Module Loader Dashlets Access Control Layout Editor Module Builder Homepage Layout Exchange Apps

  25. Rapid Respond to Customer Needs • Single pane access to all pertinent customer data • Relationship engine identifies hot spots, trouble spots • Open architecture seamlessly integrates with external systems for true 360-degree view of the customer

  26. Monitor All Customer Channels • Seamless integration of social channels for proactive support • Understand your customers as individuals across touch points: phone, email, web, social • Self-service customer portal integration to drive down costs

  27. Deliver Consistent Service • In context activity streams centralize intelligence about the case and account • Document sharing in the context of doing business • Social UX: tag, filter, share, and pin what’s relevant • Powerful workflow standardizes support best practices • Create a single source of truth surrounding customer history

  28. Use Tools to Increase Productivity • Activity streams drive adoption and collaboration – with little learning curve • Social UX: tag, filter, pin and share what’s relevant • Inline editing, rapid access to customer data, and low latency drive adoption and employee satisfaction with the system

  29. Support Customer Proof Points “With Sugar, our staff in sales, marketing, and service are working closely together to know our customers better and deliver jointly personalized service that exceeds the expectations of our customers.” -Lueg “Macquarie can now better manage relationships with our students from inquiries through to graduation and maintain closer ties with commercial partners.” -Macquarie University “With Sugar, we are a much more efficient operation and have the information we need at our fingertips. Now we have a platform that can scale to accommodate our rapid growth.” –TechLive Connect “We brought in Sugar to improve efficiency and save time. It greatly exceeded our expectations, transforming our processes and cutting the time we spend on requests by 70%. We are now rolling it out to other departments.” -ahli united bank

  30. Executive

  31. Key Executive Challenges • Driving overall business growth • Increasing CSAT and retention • Better reporting and analytics • Making CRM a competitive advantage

  32. SugarCRM Offering CHANNELS REPORTING REPORTING CORE SYSTEMS Dashboards Dashboards Marketing Analytics Marketing Analytics Sales Trends Sales Trends Case Reports Case Reports Customer Profiles Customer Profiles Sales ERP MARKETING SALES SUPPORT Multi-channel Campaigns Opportunity Management Case Management Inbound Email Knowledge Base Campaign Wizard Email Marketing Contact Management Account Management Call Center Accounting Web-to-lead Form Bug Tracking Self-Service Portal Lead Management Forecasting Quotes & Contracts COLLABORATION Web Billing Email Client Project Management Wireless & Office Client Outlook Plug-In Activity Management PLATFORM Partners Office Systems Role Management Workflow Custom Fields Module Loader Dashlets Access Control Layout Editor Module Builder Homepage Layout Exchange Apps

  33. Drive Overall Business Growth • Customer intelligence for every user on every screen • Powerful forecasting and true pipeline management drives predictable results • Seamless mobile edition keeps users productive on the go • Social UX: drive increased collaboration User-first

  34. Increase Satisfaction and Retention • Single-pane access to all pertinent customer information • Seamless account and case history – empower support agents • Collaboration and workflow tools drive best practices • Reporting tools provide management visibility – drive predictable results

  35. Improve Reporting and Analytics • Drive data quality with a single, centralized customer data repository • Built-in data quality checks ensure only consistent, quality data resides in the CRM • Powerful reporting tools keep your finger on the pulse of your revenue pipeline User-first

  36. Make CRM a Competitive Advantage • Lowest TCO in the market drives long-term value • Fast-to-deploy, fast to ROI • One price for core sales, marketing, support automation • Low barrier to creating exceptional sales and support models Several additional hidden fees >$230k license savings Requires multiple products for marketing, sales, and support *Based on Enterprise edition and 100 users

  37. Executive Customer Proof Points “Sugar improved our new business forecasting by two quarters – from three months to nine. That means production can plan ahead so jobs run more smoothly, costs are controlled, and we can protect our profit margins.” -Kramski “With Sugar, we have real time insight into our sales funnel. The future is predictable.” -Vanderlande “Sugar has had a major impact on our business. It helped us increase sales by 50 percent and improve customer service dramatically.” –Selangor Dredging “Highland (solutions) and Sugar have made it possible for us to grow and serve our customers better. We now have the ability to expand into markets we’re not in today.” -Hilco

  38. IT/CIO

  39. Key IT/CIO Challenges • Keeping users and management happy • Increasing ROI on IT spend • Shifting business and inf. requirements • Vendor responsiveness

  40. SugarCRM Offering CHANNELS REPORTING CORE SYSTEMS Dashboards Marketing Analytics Sales Trends Case Reports Customer Profiles Sales ERP MARKETING SALES SUPPORT Multi-channel Campaigns Opportunity Management Case Management Inbound Email Knowledge Base Campaign Wizard Email Marketing Contact Management Account Management Call Center Accounting Web-to-lead Form Bug Tracking Self-Service Portal Lead Management Forecasting Quotes & Contracts COLLABORATION COLLABORATION Web Billing Email Client Project Management Wireless & Office Client Outlook Plug-In Activity Management Activity Management Email Client Project Management Outlook Plug-In Wireless & Office Client PLATFORM PLATFORM Partners Office Systems Role Management Role Management Workflow Workflow Custom Fields Custom Fields Module Loader Module Loader Dashlets Dashlets Access Control Access Control Layout Editor Layout Editor Module Builder Module Builder Homepage Layout Homepage Layout Exchange Apps Exchange Apps

  41. Ensure Happy Management and Users • User-first design • Customizable UX and Intelligence Panes • Social UX: monitor, learn and share what’s relevant right inside the Sugar UI User-first

  42. Decrease TCO • Go live quickly with Sugar’s highly intuitive configuration tools • Create customized mobile experiences • Configure or create intelligent widgets to drive business insight for every user

  43. Increase ROI • One CRM – One Price • No Hidden Fees • Customize without penalty • Integrate freely with legacy and third party data and apps Several additional hidden fees >$230k license savings Requires multiple products for marketing, sales, and support

  44. Adapt to Business and Inf. Requirements SugarPrivate Cloud SugarOn-Demand Sugaron Public Cloud SugarOn-Site Sugaron Partner Cloud

  45. Partner With a Provider Who Cares • Best-of-breed CRM with 300+ local partner experts • Wide reaching technology partner ecosystem of hundreds of ISVs to extend sales, marketing, support processes • Shared knowledge and best practices from 6700 customers and a community of 100,000s

  46. IT Customer Proof Points “In six months, our company went from having no CRM to possessing a system that had been deployed and integrated by all of our offices.” –Someflu “We looked at Salesforce.com in our evaluation process and realized that to support our dynamic and ever-changing business over time, Sugar was our best choice.” -Bancvue “Without a doubt, installing Sugar has been an excellent business move. The solution is affordable and easy to customize. We also get the professional support we need whenever we want. No other CRM provider comes close to giving us all this.” -Thomas Murray “Sugar has increased our ability to be more effective overall. It empowered us to scale and support our sales team as we grew from a small to medium-sized company.” -Viawest

  47. Customer Examples

  48. Loomis CUSTOMER PROFILE • Loomis UK offers end-to-end cash management solutions for clients in retail, financial, and other sectors throughout the UK CHALLENGES • Reduce CRM costs, increase flexibility and maintain highest level of customer service • Current SFDC solution costly and limited development choices • Lacked sales efficiency with limited visibility into sales activities • Two-day training program resulted in full user adoption • Workflow automates regular customer follow-up • Campaign module provides targeted email marketing SOLUTION RESULTS • Reduced bottom line costs by 25 percent • Increased customer satisfaction with customized service packages • Improved sales and marketing data for management analysis

  49. Coca-Cola • Coca-Cola Enterprise is the world's largest marketer, producer, and distributor of Coca-Cola products CUSTOMER PROFILE • Lacked a cost-effective solution that could be customized to integrate with a larger e-commerce and logistics platform • Unable to identify new opportunities • Needed greater visibility into sales and distribution channels CHALLENGES SOLUTION • Integrated Sugar On-Demand with its e-commerce engine and logistics platform • Deployed in three months • Increased orders and reorders • Drove and optimized new distribution channels • Delivered real-time access to reports for different markets and customer bases RESULTS

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