How We Use Sugar’s Dashboards

As a Product Manager, I’ve created a number of dashboards for my own use to provide an overview of our:

  • Sales pipeline process
  • Marketing efforts
  • Customer Support interactions
  • Contract renewal processes

My personal preference is to have multiple dashboards.  I use an overview dashboard combined with several more focused departmental dashboards.

When customizing your dashboard, the two most versatile dashlet components are the List View dashlet and the Saved Reports Chart dashlet. Using the List View you can easily create a list of your most recent hot leads or your highest priority service tickets. Using the Saved Reports Chart dashlet you can use the chart from any standard or custom report in the system to create a visual representation of your data.

I will review three dashboards from my collection.

Sales Dashboard

Sales Dashboard

Here I see a selection of key information managed in Sugar. From right to left, here is a description of each dashlet:

  • Current Quarter Sales pipeline

I use this to remind myself to keep my pipeline up to date and make sure I drive opportunities forward.

  • Opportunities by Month

I like this dashlet because it helps me quickly compare the value of our monthly won opportunities and it also offers a projected value for the current month.

  • Opportunities By Reps and Sales Stage

I use this to monitor the volume of monthly qualified opportunities entering our sales process, broken down by each sales rep in our team and the sales stage the opportunity finds itself in.

  • Closed Opportunities by Rep

With the help of this dashlet, we keep a closer eye on each sales rep’s performance. This, of course, drives healthy competition within our team, too.

  • Weekly Call Activity By Rep

This dashlet helps us account for the time spent in calls by each sales rep, weekly.

  • Weekly Appointments by Rep

Not only calls with sales-ready opportunities can drive sales, but also face-to-face appointments. I like to keep a closer eye on each rep’s weekly appointments, for comparison.

 Pipeline Dashboard

Here is a sample of my Sales Pipeline dashboard from our own Sugar system.

Pipeline Dashboard

Disclaimer: The dashlets above are part of a Sugar Add-On and not an out-of-the-box feature.

  • Total Pipeline Value

Here we display a traditional pipeline stacked area chart for the current calendar quarter with open opportunities segmented by sales rep. We customize our sales pipeline to reflect our sales performance as team members.

  • Current Month Licenses Pipeline

It is useful to see broken down how much dollar value of the monthly pipeline generated by each user is due to licenses sold, so here we have a visual representation of the overall monthly license revenue against overall revenue for each user.

  • Total Pipeline Value

This horizontal bar chart shows us our total pipeline value, broken down by user and service-generated revenue. This is a tweak to the first dashlet, but it’s very useful when you want to see how much of your total revenue is generated by services. Besides, you can set up pipeline goals for one or more users, which gives us a better overview of our performances.

  • Quarterly Closed Sales

Again, broken down by user, we have the Quarterly Closed Sales dashlet that gives us an accurate depiction of won opportunities, as well as their value.

  • Current Month Services Pipeline

Some of our revenue is also generated by services, and this dashboard lets us see the overall performance of service revenue against the monthly overall revenue, for each user.

  • Weekly Pipeline Value

Like the Total Pipeline Value dashboard, we use this one to keep an eye on each week’s revenue, broken down by sales representatives.

Below the charts but now shown (to make it a little harder for our competition…) are detailed list views of opportunities in various sales stages for easy reference.

Ideas to expand this dashboard would be to include dashlets showing age ranges of opportunities in days, a pie chart showing reasons for losses, detailed breakdowns of opportunity by product line and much more.

Customer Support Dashboard

Customer Support Dashboard

Support Dashboard 2

The support dashboard gives more detailed visibility into the Support activity.

  • New Cases by Month

This is a repeat from the main dashboard showing the volume of new cases created per month.

  •  Open Cases by User by Status

This chart shows the number of open cases by assigned user and grouped by the case status (New, Working, Waiting for Customer input, etc).

  • Cases by Product

This pie chart shows the distribution of open cases by the type of product they are related to.

  • Cases Closed

This chart shows the number of cases closed by the support desk day by day for the last 30 days.

  • Open Cases by Priority

This chart shows all open cases by user and grouped by priority.  This is mostly used to spot if a user is handling high priority cases.

  •  Cases by Problem Area

This pie chart shows the distribution of support cases received in the last 90 days by problem area.

To learn more about how to manage your dashboards you should review the SugarCRM Home page documentation.

If you would like help organizing your own dashboard metrics we stand at your service. Contact us for a consultation.

  • CRM
  • customer experience
  • Dashboards
About the Contributor
Christian Wettre
Christian Wettre Committed to helping customers grow revenue and improve processes related to sales and marketing, Christian Wettre is the General Manager for Sugar Sell and Sugar Market at SugarCRM. A dedicated professional with a team mentality, he strives every day to make a difference for customers.

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