The CRM for Exceptional Customer Service & Support

Deliver exceptional customer service and customer support with our CRM software. Reduce resolution time through rich insight, by automating complex business processes, and driving both internal and customer collaboration. Decrease overall support load through customer self-service and intuitive knowledge management. Engage your customers at any time on any device.

Product Demo

Watch what Sugar can do for your business.

Watch a Demo

​Case and Defect Management

Deliver a superior, multi-channel customer experience with a centralized and optimized customer support hub. Attack customer issues quickly with smart routing and escalation workflows, and quickly access or author knowledge content to solve common issues for the lowest cost. Provide “at a glance” views of complete customer histories for all customer-facing employees. Close the loop between manufacturing and support teams with integrated bug and defect tracking.

Learn More: Case Management and Bug Tracking

screenshot

​Knowledge Management

Improve customer service by empowering smarter customers. Manage structured content publication using template-driven processes. Seamlessly deliver content throughout the Sugar UX. Increase knowledge awareness and relevance through user-defined tagging and intuitive searching.

Learn More: Knowledge Base

​Customer Self-Service

Empower your customers and save time and money with simple, effective self-service tools. Deliver an intuitive experience for customer or business partners with fast access to bug or case status, knowledge base records, and case creation tools. Give customers the power to seek advice from company experts anytime, anywhere using Sugar’s mobile-enabled Portal.

Learn More: Self-Service Portal

screenshot

​Expert Collaboration

Harness collective wisdom through collaborative service. Easily identify and connect with experts across your organization. Enable context-sensitive discussions that are easily cross-referenced in the future. Increase knowledge sharing by allowing individuals to classify information in a manner that makes sense to themselves.

Learn More: Case Management and Bug Tracking

​Process Automation

Provide fast, expert response through intelligent routing of inbound calls and emails to the right service representative every time. Leverage Sugar’s business rules engine and advanced workflow to design seamless handoffs and smart escalations. Enhance the customer experience by building bridges to internal product experts outside the support center.

Learn More: Advanced Workflow

screenshot
screenshot

​Customer Service & Customer Support Analytics

Deliver smarter service with intelligence that exists on every page. Sugar reporting and dashboards provide you with real-time information about your customer’s history, product usage, and hot topics. Track responsiveness and time to resolution across accounts, teams, and departments, common customer problems and root causes, and overall customer satisfaction.

Learn More: Dashboards and Reports