Reclaiming the Most Precious Resource: A Time-Aware CX Platform
“Lost time is never found again.” -Benjamin Franklin
There’s a good reason that time is an obsession with some of history’s most quotable figures.
Defining features of the advance of human civilization centers around time: how to measure it, how to manage it, and how to resist misconceptions like “having all the time in the world.”
Though nobody can stop the flow of time, what we can do is manage our time more effectively to get the most out of every day. In the ever-accelerating digital marketplace, the efficient use of time is more important than ever. Businesses strive to become more agile, quick to address opportunities, and implement innovative technologies at a faster pace than ever before. Focusing on (and trying to improve) productivity is one of the biggest predictors of a company’s success.
High productivity frees up more time to focus on optimizing the essentials of your business, implementing effective plans for leveraging your resources, and modernizing operations. By reducing the time previously wasted on non-optimized activity, it enhances your company’s profile and, ultimately, your revenue. The constructive use of time can be that crucial edge making your organization stand out from competitors. No matter your industry, that distinction is perhaps more challenging than ever before.
Fortunately, today’s businesses have a new ally in the quest to maximize their productivity: SugarCRM. A time-aware CX platform, enhanced by Sugar Discover.
The Fundamentals of Time-Aware CX
The time-aware CX platform is an innovative approach to tracking, analyzing, and engineering great customer experiences. Instead of isolated snapshots of customer data at any given point in time, presents the full history of each customer’s interactions with a company—recording and time-stamping each interaction or event and its result in an event-stream database to help you know where your customer is within their buyer’s journey.
Along with historical data, Sugar’s time-aware CX suggests the next best action to address any customer needs thus providing the best path forward for converting opportunities to customers. What’s more, it’s built to easily hand off data between marketing, sales, and customer service teams ensuring fast access to the insights they need to address issues and capitalize on opportunities.
Sugar Discover doesn’t just aggregate data effectively, it also provides real-time reporting and user alerts that guarantees your teams are aware of any challenges or opportunities when they happen. Via Discover Insights, companies can analyze team performance over any given time span and compare between periods and act accordingly.
Sugar Discover’s time-aware CX functionality makes it easy for companies to:
- Have a clear and fully-contextualized picture of any customer’s needs and preferences at any given time
- Accurately assess team performance and compliance with customer needs
- Be responsive to, and genuinely knowledgeable about, customer issues as fast as possible
- Forecast and predict revenue changes providing actionable insights before they occur
These developments can save you both time and money in several ways.
5 Ways Time-Aware CX Saves Time and Money for Your Business
Time-aware CX dramatically boosts the efficiency of many of the most time-consuming tasks that modern businesses face on a daily basis.
1. Training Teams and Increasing User Buy-In
The innovative event-stream database at the core of Discover’s time-aware CX insights doesn’t require specific coding and database-building knowledge from your team. Discover is designed for ease of use providing out-of-the-box value but also allows for customized insights, and companies often find that 100% of their team members are able to adapt to SugarCRM. This reduces the time-to-value providing direct ROI to your organization.
2. Leveraging Analytics and Key Performance Indicators (KPIs)
Activities that could once span days, such as the analysis of data and conversations to identify trends and priorities, can take only minutes with the rich data, built-in analytics, and KPIs provided by Sugar Discover.
3. Processing and Managing Orders
Time-stamped data that’s easy to migrate from one team to another eliminates redundancy and confusion. It also makes it easy to see pipeline updates on any particular order so executives can directly view its progress. This process also allows for seamless agent responses to any issues with a customer’s order or Sugar instance.
4. Converting Leads
With Sugar Discover, the lead-to-conversion process speeds up considerably. Sales teams can quickly and accurately access a prospect’s history to identify pain points or reservations that need to be overcome.
5. Identifying Strategic Goals and Priorities
The ability to swiftly assess which tactics, initiatives, campaigns, and products have or haven’t yielded dividends over time removes the guesswork and hesitation out of setting strategic objectives and prioritizing specific products or services.
In almost every category of business endeavor, Sugar’s time-aware CX platform reduces or eliminates wasted hours, freeing you to invest your teams’ energies where and when they’ll most directly drive your company’s growth. These benefits mean concrete dividends for SugarCRM users from a wide range of industries.
Discover the Full Productivity Benefits of a Time-Aware CX Platform
Sugar Discover’s time-aware CX features are seamlessly built into the technology. When combined with other signature SugarCRM features such as continuous cloud innovation, no-touch information management, and robust integration with over 200 business systems (including a full range of Google, Oracle, and Microsoft applications, among many others) this platform delivers truly transformative customer experiences. Time-aware makes it all happen with ease and efficiency that you may have once thought to be impossible.
It’s little wonder, then, that SugarCRM is renowned as a leading name in cutting-edge CX platforms. To find out more about which pre-packaged or custom Sugar solutions would be best for your business, contact us today to arrange a demo or visit us online.