When the Customer Journey Plugin for SugarCRM was released earlier this year, many Sugar users were excited about the tool and it’s capability to integrate customer journeys into Sugar. But as our customers experimented with it, the feedback we received was that it was a cool concept, but they just weren’t ready for it because they hadn’t solidified their customer journey internally.
We decided to explore the plugin more in order to discover the best way for our customers to use it. Although it’s called The Customer Journey Plugin, we are beginning to think about it as a process management tool instead. The plugin can be used to outline any multi-step processes using what’s called a “Customer Journey Template” and then you can apply that template to as many records as you want. Below, are three examples of processes that can be managed using the Customer Journey Plugin for Sugar.
This Customer Journey Template outlines the process for a sales rep to follow with each new Sales Opportunity, starting with pre-sales and ending with the customer signing a contract. Using the Plugin to manage this process allows managers to have more insight into forecasting and what steps of a process opportunities get stuck on.
Below is a Customer Journey Template for a new support case. Imagine this being used in a support department where support reps answer phone calls and emails and use Sugar to keep track of cases. This Template allows support reps to clearly understand the process to follow, each step is logged in Sugar as they work on cases, and management can better understand the workload on each support rep (by seeing the number of open customer journeys in progress and the status of each).
This Customer Journey Template maps out the process for qualifying leads. At larger organizations, there may be three different people who handle a new lead--in this example, the marketing department does an initial marketing qualification, an Inside Sales Representative completes a sales qualification, and an Account Executive or Account Manager takes over the lead to work it once it’s qualified. This process overlaps between different departments, but involves the same record. The Customer Journey Template will actually move over to a lead once it’s converted to a Contact. This is great because it allows each department to have quick visibility into where leads are in a process. For example, as a marketer, I might want to check a lead and see what a rep has completed so far with a lead I assigned her. Or an Account Executive might want to check and see how many leads are currently in the “sales qualification stage” to get an idea of what his future workload will be.
What other processes can you think of that could be usefully plugged into a Customer Journey Template? Are there any processes with what feels like too many steps? Does your sales cycle differ for different product lines? Is there any process you lack visibility into or that reps fail to store notes on in CRM? These are all processes to consider when using this tool. To learn more about the Customer Journey Plugin for Sugar, reach out to W-Systems here.