SugarCRM is looking to make the customer experience of vendors and solution providers using its platform easier through the new Service Console, a module that delivers real-time access to comprehensive account records to resolve technical and other issues.
The Lowdown: Service Console is part of Sugar Serve, which consolidates customer data – including service-level agreement requirements and compliance, account and contact information, account history, and case details – under a single pane of glass for expeditious access. The idea is getting first-line customer service representatives all the information they need to resolve account issues efficiently.
The Details: The new capabilities in Service Console include SLA Management for prioritizing, monitoring, and recording contractual requirement compliance; SugarBPM Automation for directing workflows and tracking ticket resolution; self-service capabilities that enable customers to help themselves in accessing information and resolving issues; and new reporting and analytics capabilities.
The Impact: SugarCRM calls the addition of Service Console to its customer relationship platform “game changing.” What SugarCRM recognizes and is tapping into is the growing need for better customer experience management. Customers – regardless of their size – are more likely to change suppliers of products and services due to bad experiences in service and support. By putting more account information in the hands of support agents, SugarCRM is looking to arm its users with the tools to improve and maintain customer relationships.
The Buzz: “This introduces extensive new capabilities for customer service agents unlike any application on the market today,” said CEO Craig Charlton. “With our Service Console, we’ve put all the critical information for resolving a support case into a single panel, helping our customers reduce case resolution times, improve SLA achievement, increase customer satisfaction, and improve support experiences. And that puts them on the path of cultivating customers for life.”
“SugarCRM’s new Sugar Serve module, combined with the Salesfusion-powered Sugar Market, is a complementary addition to Sugar Sell, one of the strongest salesforce automation products on the market,” said Dan Elman, lead CRM analyst at Nucleus Research. “The tightly coupled integration of all three is a key enabler to providing predictive insights that span the full customer journey.”