Business Wire

SugarCRM Announces Sugar Serve, an Innovative New Offering Focused on Customer Support

Share

SugarCRM Inc.®, the company that helps organizations deliver exceptional customer experiences, today announced Sugar Serve, a game-changing new offering for automation of customer support processes that puts everything agents need to work a support case right at their fingertips, in an integrated and optimized console experience.

“This introduces extensive new capabilities for customer service agents unlike any application on the market today,” said CEO Craig Charlton. “With our Service Console, we’ve put all the critical information for resolving a support case into a single panel, helping our customers reduce case resolution times, improve SLA achievement, increase customer satisfaction and improve support experiences. And that puts them on the path of cultivating customers for life.”

The Service Console is a key feature of Sugar Serve, placing essential data points such as next best action based on SLA, account and contact information, account activity history and even case details, front and center - with no searching or navigation required. Other key features include:

  • SLA Management – Prioritizes work, ensures SLA achievement, and measures support performance through the coordinated management of complex SLAs, multi-region business centers, and business hours
  • SugarBPM Automation – Leverages out-of-the-box workflows and SugarBPM to prioritize work intelligently; route, reassign, and escalate cases; calculate follow-up dates; and send notifications
  • Self-Service – Enables customers to resolve issues and find answers to questions with an easy-to-use customer portal and knowledge base
  • Reporting and Analytics – Provides support center managers deeper insights into the metrics that matter with over 60 pre-packaged reports and dashboards

Sugar Serve is part of Sugar’s 9.1 release, which also includes:

  • Sugar Sell – Sugar’s award-winning sales automation solution, renowned for its intuitive user interface, extensibility, and customer satisfaction
  • Sugar Market – A rebranding of Sugar’s recently acquired marketing automation solution, Salesfusion, Sugar Market is the all-you-need marketing automation solution designed to supercharge marketing efficiency and productivity
  • SugarIdentity – Provides federated identity and comprehensive single sign-on across Sugar’s applications and services, helping customers securely manage user identities and access to applications and services in the Sugar ecosystem
  • Tile View – Provides a pivot table-like organizational structure to the opportunity pipeline, including managing opportunities by sales stage and expected close date
  • Sugar Mobile Enhancements – Brings drill-down insights, enhanced collaboration, and a better quoting experience for multiple currencies
  • SugarBPM Advanced Email Handling – Monitors and triggers email-based actions within a workflow and allows setting “From” and “Reply-To” email addresses in automated emails

“SugarCRM’s new Sugar Serve module, combined with the Salesfusion-powered Sugar Market, is a complementary addition to Sugar Sell, one of the strongest salesforce automation products on the market,” said Dan Elman, Lead CRM Analyst of Nucleus Research. “The tightly coupled integration of all three is a key enabler to providing predictive insights that span the full customer journey.”

Charlton added: “Our vision is clear, and we will continue to drive the future of customer experience with powerful products and innovative ideas by anticipating and fulfilling the needs of customers before they realize they have them.”

For more information about Sugar Serve and the Sugar 9.1 release, visit the web site at https://www.sugarcrm.com.

About SugarCRM

SugarCRM is a customer experience leader enabling businesses to create profitable customer relationships by delivering highly relevant, personalized experiences throughout the customer journey. We empower companies to strengthen existing customer relationships, create new ones through actionable insights and intelligent automation and better understand the customer at every stage of the journey. This enables businesses to accelerate demand generation, grow revenue, deliver superior customer care and increase loyalty. Our easy-to-use, intuitive platform makes customer experience easy and accessible for everyone, allowing marketing, sales and services professionals to focus on high-impact, value-adding activities that create customers for life.

Based in Silicon Valley, SugarCRM is backed by Accel-KKR. More than 2 million individuals in over 120 countries rely on SugarCRM.

To learn more visit www.sugarcrm.com or follow @SugarCRM.

NOTE: SugarCRM and the SugarCRM logo are registered trademarks of SugarCRM Inc. Third-party trademarks mentioned are the property of their respective owners.

Contact information

Angela Connor
Change Agent Communications
angela@changeagentcommunications.com
919-635-8527

About Business Wire

For more than 50 years, Business Wire has been the global leader in press release distribution and regulatory disclosure.

Subscribe to releases from Business Wire

Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.

Latest releases from Business Wire

IFF to Present at Barclays Global Consumer Staples Conference September 520.8.2019 23:15:00 EESTPress release

Regulatory News: IFF (NYSE: IFF) (Euronext Paris: IFF) (TASE: IFF), a leading innovator of taste, scent, and nutrition & ingredients today announced that the Company’s management will speak at the Barclays Global Consumer Staples Conference in Boston, Massachusetts, on Thursday, Sept 5, 2019 at 2:15 PM ET. Investors may access the live webcast and accompanying slide presentation on the Company's website at ir.iff.com. For those unable to listen to the live webcast, a recorded version will be made available for replay. Welcome to IFF At IFF (NYSE:IFF) (Euronext Paris: IFF) (TASE: IFF), we’re using Uncommon Sense to create what the world needs. As a collective of unconventional thinkers and creators, we put science and artistry to work to create unique and unexpected scents, tastes, experiences and ingredients for the products our world craves. Learn more at iff.com, Twitter , Facebook, Instagram, and LinkedIn. View source version on businesswire.com: https://www.businesswire.com/news/ho

Novalis LifeSciences Launches its First Life Science Investment Fund with $85 Million20.8.2019 19:29:00 EESTPress release

August 20th, 2019, Novalis LifeSciences, an investment and advisory firm for the Life Science industry, announced today that it has raised $85M in capital for its first fund - Novalis LifeSciences Investments I, L.P. Novalis LifeSciences is focused on highly innovative Life Science companies. On the occasion of closing the first fund, Marijn E. Dekkers, founder and chairman, said: “This first fund is a growth-oriented fund that will invest in 8-12 companies that are commercializing breakthrough technologies in various segments of the Life Science industry. This includes drug discovery, life science tools, genomics, synthetic biology, diagnostics, and agricultural biotechnology – all areas with huge unmet needs and exciting opportunities for investors”. About Novalis LifeSciences Novalis Lifesciences LLC, is a globally acting venture capital firm focused on breakthrough technologies in Life Science. Founded and managed by Dr. Marijn E. Dekkers, current chairman of Unilever and former ch

Bermuda Tech Week 2019 to Celebrate Innovation and Explore Opportunities for Growth20.8.2019 17:27:00 EESTPress release

Registration is under way and filling fast for Bermuda Tech Week 2019 which will take place at the Hamilton Princess & Beach Club from October 14-18, 2019. The programme of insightful and engaging events will explore future opportunities and challenges presented by emerging technologies such as artificial intelligence, blockchain, digital assets, insurtech and virtual reality. It will showcase Bermuda’s ongoing success in creating a welcoming, stable and well-regulated environment where technology and start-up companies can thrive. “Bermuda has a long history of innovation so we understand and recognise the power of technology to positively impact both the economy and society,” said Bermuda Premier David Burt. “Over the past two years, we have built on our strength as a global leader in regulating the risks associated with the global insurance industry to develop a clear regulatory framework around managing the risks associated with Fintech. Our progressive approach has drawn accolades

Limelight Networks Expands Developer Toolkit With New API and Portal Enhancements20.8.2019 17:25:00 EESTPress release

Limelight Networks, Inc. (Nasdaq: LLNW), a leading provider of edge cloud services, today announced it has expanded the management and configuration capabilities of its suite of services with new Application Programming Interfaces (APIs) and web portal offerings. With these new capabilities in addition to existing APIs and Software Development Kits, developers now have more power to manage and monitor services across Limelight’s edge cloud platform. According to an IDC surveyi, more than half the organizations surveyed have already adopted DevOps practices, with an additional 20 percent planning to do so in the next 12 months. To help organizations meet these demands, Limelight has introduced expanded API capabilities to provide developers with access to the full set of configuration options available across its content delivery services. Limelight’s new Configuration API enables developers to configure Limelight services and programmatically integrate them into their workflows. It exp

Andersen Global Enters Zimbabwe20.8.2019 16:30:00 EESTPress release

Andersen Global announced it has signed a collaboration agreement with Chimwamurombe Legal Practice (Zenas) in Zimbabwe. Andersen Global has built a presence in over 14 African countries in just under two years. Zenas was founded in 2015 and now has a team of 11 professionals who provide legal services to individuals, organizations, institutions and corporations. With a specialty of serving small to medium enterprises, they offer solutions in mining and construction, commercial, debt recovery, property law, labor law, family law, tax, technology, telecommunications, media and intellectual property law, and criminal litigation. “When we started, we set out to be the most sought-after, trusted legal firm in Zimbabwe,” said Fungai Chimwamurombe, Zenas Office Managing Director. “These values line up very closely with those firms in the Andersen Global international organization. We are happy to join a team of professionals that is equally committed to treating clients like family and deliv

AnitaB.org Welcomes New Executives to Achieve Ambitious Goal of 50/50 Tech Equity by 202520.8.2019 16:00:00 EESTPress release

Today, global nonprofit AnitaB.org announced that with its recent new hires it has fully staffed its Executive Team working on the ambitious goal of 50/50 intersectional tech equity by 2025. Three new hires join its executive bench to help achieve the company’s mission: Kety Maria Esquivel as Vice President of Marketing and Communications; Robert G. Read as Vice President, Business Development and Partnership Success; and Victoria Hughes as Vice President of People and Culture. The three new appointees will join CEO and President Brenda Darden Wilkerson’s leadership team as the non-profit tech women’s organization looks to expand its global reach and continues to improve its roster of AnitaB.org/365 programs that help women and underrepresented communities gain access and career opportunity through technology. Esquivel has been brought in to lead the world-wide marketing team, bringing more than two decades of global marketing and communications experience to the role. Prior to AnitaB.

In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.

Visit our pressroom