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Dynamic Web Technologies - CRM Features Overview
 
 
You are here: Solutions Customer Relationship Management Features Overview
 
 

Features Overview

Sales Force Automation

Sugar drives sales performance by allowing sales representative to track and share contacts and opportunities, manage and upsell into existing accounts, forecast revenue, monitor performance through dashboards, manage quotes and contracts, work offline through our mobile solutions and collaborate through integration with Microsoft Outlook and other groupware applications.

Impact

  • Share sales data across individuals and teams
  • Focus attention on the most profitable deals
  • Bring new sales representatives up to speed
  • Present effective presentations and proposals to customers
  • Monitor quota progress and business performance

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Marketing Automation

Sugar closes the loop between marketing and sales. Create, execute and track campaigns across multiple channels with the campaign wizard. Develop compelling email marketing programs and capture leads directly into your CRM system with web-to-lead forms. Manage and assign leads to your sales reps and track the marketing ROI of your programs.

Impact

  • Create and execute campaigns across marketing channels
  • Captures leads directly into CRM System
  • Measures return on investment of campaigns

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Customer Support

Acquiring new customers is much more expensive than selling to existing ones. With Sugar customer support, companies have the confidence that customer cases will be handled quickly and effectively. Sugar customer support centralizes customer service requests across channels to allow companies to manage inbound emails, diagnose bugs, share knowledge, and resolve customer issues. In addition, companies can defray customer support costs with the Customer Self-Service Portal.

Impact

  • Centrally manage and share all customer service issues
  • Understand frequency of incidents to improve product quality
  • Share information across individuals and teams
  • Measure the responsiveness of customer support

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Reporting

Sugar Reporting turns data into actionable information. Managers can monitor business performance across the entire business with reporting tools on Marketing Analytics, Sales Trends, Case Reports, and Customer Profiles. Dashboards can be customized to meet the individual roles of users or to track key metrics across the organization. Underlying each report is actual data, so managers can drill down and explore the data impacting their business.

Impact

  • Create real-time reports and dashboards on any CRM metric
  • Monitor the effectiveness of marketing programs, sales opportunities, and support cases
  • Share/restrict access to reports and dashboards across teams

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Collaboration

Underlying marketing, sales and support activities, Sugar Collaboration provides capabilities to manage email within Sugar while integrating with Microsoft Outlook, schedule and track activities, manage projects, and work in offline or mobile settings. Sugar collaboration streamlines common tasks and promotes more effective communication with employees and customers.

Impact

  • Manage schedules, calls, meetings and emails from a single location
  • Create, assign and manage key projects across teams
  • Integrate Sugar with popular applications such as Microsoft Outlook
  • Allow workers to access CRM in mobile and offline settings

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Platform

Sugar Platform capabilities allow administrators and developers to create powerful business processes quickly and easily. Administrators can define teams, control access rights to modules and fields, change the homepage layout or modify and existing screen with the layout editor, and create new dashlets from third-party data sources. Simple yet powerful workflow tools give user the ability to create and enforce business rules. Sugar offers the ability to create custom fields within a given module or create an entire new module with Module Builder. These new modules can be unique to your company or they can be shared or sold via Sugar Exchange and loaded into other Sugar instances through the Module Loader.

Impact

  • Simple drag-and-drop user interface for easy configuration
  • Deep customization features allow for the creation of custom fields and modules
  • Streamlined business processes to match business requirements
  • Reveal and protect information based on user role and profile
  • Share and add additional modules based on your company needs

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