Introducing the New SugarCRM

by Paul Scondac on August 2, 2019

6 minute read

Recently, SugarCRM made some announcements that will fundamentally change the way businesses utilize CRM. Their recent acquisitions of Collabspot, Salesfusion and a business intelligence team mark their transition into the realm of customer experience (CX).

As the first of many steps towards realizing this vision, Sugar announced three new products built on their CX platform. These solutions address the needs of the three organizations that drive customer experience – marketing, sales, and support:

  • Sugar Market – The all-you-need marketing automation solution designed to supercharge marketing efficiency and productivity (formerly Salesfusion).
  • Sugar Sell – The award-winning sales automation solution renowned for its intuitive user interface, extensibility, and formerly Sugar Enterprise.
  • Sugar Serve – An all-new customer engagement center solution designed to streamline case management and issue resolution.

While there is a lot of change at Sugar, there are some things that will not change. Sugar is still a company that makes CX easy and accessible for everyone, allowing marketing, sales and service professionals to focus on high-impact, value-adding activities that create customers for life.

New Brand and Website

To mark their transformation from a CRM-focused organization to customer experience, Sugar has unveiled their new website and brand.

SugarCRM logo

The updated logo is a great representation of Sugar's new vision and products: business solutions that address the needs of various organizations, unified by a common CX platform.

Sugar Sell

Sugar Sell, formerly known as Sugar Enterprise for SugarCloud deployments, is the CRM solution renowned for its intuitive interface, high levels of customization, and it continues to hold the #1 ranking for satisfaction, reliability and tech support in PCMag’s Business Choice Awards. 

How is Sugar Sell different than Sugar Enterprise? It does not include case management functionality, and its future development is based on a cloud environment that will allow SugarCRM to use more modern technologies in its feature set.

Sugar Market

Formerly known as Salesfusion, Sugar Market is the all-in-one marketing automation software that enables marketers to access to all the tools they need to engage audiences and measure success. With Sugar Market, you can easily uncover which tactics are working — and where improvements are needed — to refine campaigns and constantly deliver results.

What is Sugar Serve?

Sugar Serve, SugarCRM's new customer service automation offering, puts everything agents need to work a support case right at their fingertips, in an integrated and optimized console experience. Sugar Serve is designed to streamline case management and issue resolution by focusing on making customer support professionals more effective every time they interact with a customer.

Key Features

The centerpiece of the new Serve product is a newly designed and re-imagined Service Console — a fresh take on the case management user interface and productivity tools; SugarBPM-powered SLA management, routing and escalations out of the box; and many new reports, dashboards, and data visualizations for both customer support agents and their managers.

Sugar Serve Service Console The Service Console for Sugar Serve.

Sugar Summer '19 is Here!

To support the changes brought about by the New Sugar, the Summer '19 update was released for SugarCloud customers. Among the platform's many new features and enhancements, we think Sugar customers will benefit the most from the following:

Tile View

For Cases, Tasks, and Opportunities, a new view has been added called Tile View, that displays records as tiles in an interactive, drag-and-drop interface.

SugarCRM Tile View

Business Centers Module

The new Business Centers module is available for designating distinct time zones, operating hours, and holidays for different business centers in your organization. For distributed organizations, Accounts can be assigned to their relevant business center.

SugarCRM Business Centers module

Interactions Dashlet

The new Interactions dashlet is available on record view to see a history of past Calls, Emails, Meetings, and Notes related to the record as well as to create new interactions.

SugarCRM Interactions Dashlet

These new additions are just a small portion of what's included in Sugar Summer '19. If you want to see the full list of changes, take a look at the release notes.

Three Pillars

Sugar also announced its three pillars – the core tenets upon which they are building their value proposition and differentiation. Sugar’s new Intelligent Customer Experience platform which unifies disparate data into a single ‘time aware’ customer data model is one of their three key differentiators – the architectural foundation on which the new product portfolio was built.  The second is No-Touch Information Management, enabling users to spend less time entering and finding data and more time delivering positive customer outcomes.  The third differentiator is Continuous Cloud Innovation, allowing you to trust in the most modern, durable, and future-proof CX platform on the market.

In Conclusion

With these changes to their products and vision, Sugar is determined to lead and drive success for businesses everywhere, and we are very excited to be along for the ride!

Find out more about the New Sugar and what’s coming next at SugarConnection, SugarCRM’s one-day event series for Sugar customers.

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