When Every Interaction Counts
Get happier customers who are truly loyal by ensuring every CRM user across your customer service ecosystem has what they need to expertly engage. From help desks to call centers to social media communities, Sugar's best of breed CRM platform equips your business with the rapid customer insight and real-time collaboration necessary to deliver valuable support to every customer, every time.
360-Degree Customer Activity History
Deliver real insight. Know your customers inside and out with Sugar's 360-degree view of customer activity history. Get the most relevant, up to date customer insight in a single view and spend more time addressing your customer's requests and less time cutting through red tape.
Deliver proactive service. Know what your customers are saying about you across social media channels and take action. Stay current with up to the minute information about key topics across your customer base and route issues into a single agent queue. Leverage your customers’ social voice to build real customer insight across your organization. Sugar is fully Social CRM ready.
Deliver expert service backed by the power of the collective enterprise. Connect to and collaborate with experts in real time across the extended support and technical organization.
Inbound Routing and Workflow Management
Deliver on time service. Respond faster by routing calls and emails to the right service representative. Address issues proactively and eliminate escalations by monitoring and prioritizing customer activity across channels. Enhance customer satisfaction by turning every channel into a rapid response support channel.
Case and Defect Management
Deliver on your promises by logging and monitoring your customer cases centrally, allowing for a detailed history of customer requests and alerts as part of every account. Close the loop between engineering and support with integrated bug and case tools. Track the effectiveness of your case and issue handling including response time to ensure customer satisfaction.
Deliver smarter service by providing accurate, user-ranked content across your knowledge base as well as Google, business and technical communities, and social media channels. Empower every customer to get rapid access to the answers they need quickly.
Deliver options. Decrease support costs by empowering your customers to leverage the collective ecosystem to find solutions and get updates automatically. Enable customers to post questions on Sugar’s cross-device, self-service Portal to get peer and expert advice for faster support.
Support & Service Analytics
Deliver smart. Sugar reporting and dashboards provide you with real-time information about your customer support performance, including responsiveness and time to resolution across accounts, teams, and departments, common customer problems and root causes, and overall customer satisfaction.
Sugar's Best of Breed CRM Platform
Service your way. Unlike traditional CRM solutions that record your work in monolithic systems only IT controls, Sugar has the flexibility, agility, and simplicity to personalize the platform to suit your various help desk, call center and IT needs.