Make the most of your IBM investment

The SugarCRM solution builds on the value of your IBM investment through a comprehensive set of processes to ensure the most robust level of integration with IBM software and infrastructure.

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IBM ExperienceOne and Sugar

IBM and SugarCRM are changing how organizations approach the entire customer engagement model. The combined solution we offer redefines what it means to create a customer-centric experience. The combination of Sugar and IBM ExperienceOne provides an integrated customer experience across marketing, sales and service, and across digital and human interaction channels.


Social Business

Collaboration can play a critical role in the sales process of any company and many believe collaboration is a key attribute of a successful social business. Consider how sales professionals are required to work outside of their CRM system to engage engineering, legal or finance to evaluate, structure and negotiate a proposal. Leading companies are beginning to utilize enterprise collaboration environments to facilitate these robust conversations and provide a mechanism to refer, reference and repeat their successes.

The integration of SugarCRM and IBM’s collaboration software portfolio will drive better communications within a selling organization and improve customer support by increasing effective communication and teamwork, both inside and outside your organization.

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Analytics – “tell me something I don’t already know”

At SugarCRM, we believe in putting the “i” in CRM – helping the customer-facing individual (hence “i”) such as a seller or a customer service person do their job better to create exceptional customer relationships. This means that a CRM system should deliver insight and analytics, in context, for those customer-facing individuals; the CRM system should tell those individuals something they don’t already know about their prospect or their customer.

SugarCRM is integrated with IBM’s comprehensive, unified portfolio of analytics software, embedding that insight and analytics directly and in-context in the CRM system.

Sugar Analytics Powered by Cognos Business Intelligence (Sugar Analytics for short) is the ideal solution for integrating advanced analytics with CRM. Like Sugar itself, Sugar Analytics combines powerful business insight with ease of use and exceptional value. It does this by embedding Cognos BI directly into the Sugar UI with management integrations like single sign-on as well as an ETL tool for extracting from Sugar operational database. Sugar Analytics is an offering sold and serviced by Sugar, available on a subscription price model, that embeds Cognos BI.

For existing Cognos customers, Sugar offers a Sugar Connector for IBM Cognos that includes the same integrations as above (integration of Cognos reports into the Sugar UI, single sign-on, and an ETL tool), without the actual Cognos components. With the Connector, existing Cognos customers can leverage their existing Cognos investment with the ease of use of Sugar.

Sugar also integrates with SPSS to provide predictive analytics directly in context for a customer-facing individuals. Sellers or customer service agents can be more productive by taking advantage of rich analytics helping them to decide which opportunities are the most likely to close, which customers are at highest risk of attrition, or which service topics are likely to cause the most drain on company support resources.

SugarCRM was one of three partners invited by IBM to participate in the launch of IBM Watson Analytics, and is exploring the use of Watson Analytics integrated to Sugar.

SugarCRM is also working with joint IBM Watson and SugarCRM partner Findability Sciences to put IBM Watson cognitive computing technology into the CRM system.


Integrations

One of Sugar’s key strengths is its enterprise class CRM platform purpose built to support complex integration challenges for companies who require simple integration to spreadsheets or a multitude of integration requirements including guaranteed message delivery, data migration or connecting to an Enterprise Service Bus.

Access to on premise and cloud-based data sources and transaction systems allow companies to feed their customer facing professionals with the information they need to provide the best customer interactions every time.

Products:

WebSphere CastIron
WebSphere ESB
WebSphere MQ


Resources:

Solution Brief
PodCast


Infrastructure

The Sugar solution is optimized for a wide variety of IBM infrastructure, giving customers choice, protecting customers’ investments, and reducing customer risk.

  • SugarCRM customers can choose from a wide variety of IBM deployment methods and infrastructure options, giving customers full flexibility between scalability, cost, and speed.
  • Sugar is tested and validated with a range of IBM infrastructure offerings including DB2 and a wide variety of IBM Power and Intel servers.
  • Testing, validation, scalability tests and guidelines help reduce your risk and maximize your investment. Sugar supports IBM DB2®, IBM PureSystems®, IBM System i®, IBM System x®, System p®, IBM SmartCloud® Enterprise, SoftLayer®, WebSphere® Cast Iron® Cloud, and IBM PowerLinux™ and has achieved multiple IBM validations: Ready for SmartCloud Services, Ready for DB2, and Ready for PureSystems.

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Products:

DB2
PureSystems
PowerSystems
System i
System x
System p
SoftLayer / SmartCloud Enterprise
WebSphere
PowerLinux

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