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Sugar Showcase: Relationship Analytics for Sugar

by Sarah Friedlander Garcia on April 5, 2017

6 minute read

On March 28th, we had our Sugar Showcase webinar highlighting Relationship Analytics for Sugar, a powerful solution for automated organizational relationship tracking. The tool is designed to work easily and seamlessly with Sugar. Leverage Sugar and Relationship Analytics platforms to deliver real-time insights that emerge from popular enterprise productivity and collaboration applications. By mining email data, TrustSphere can intuitively show a user who in the organization has relationships with any other organization.

Thank you to everyone who participated in this webinar. Below is the video recording, slide deck, and Q&A.

If you have questions about wMaps or would like an individual demo, feel free to contact us.


  • Introduction
  • About TrustSphere
    • Relationship Analytics
    • LinksWithin
    • 360 Degree View of Customers
    • Handover/Transition Report
    • Relationship Analytics for Sugar Demo
  • Sugar Showcase Q&A Session

Slide Deck

Questions & Answers

TrustSphere is analyzing email logs and suggesting potential new Contacts to be associated with Accounts. How does it treat emails to other entities, (i.e. Leads or Targets)? If we do a mailing to a Target List, will TrustSphere try to associate all those emails with the Targets that generated them?

Unlike it being a contact, TrustSphere will notice that an email was sent or received, but it's looking for a back and forth relationship. So if there is a marketing message you might think that person has the strongest relationship because they send out the most email. However, the reality is that it's typically just one way. 

Where do you get the data from?

TrustSphere has built a connector for virtually ever email system including Microsoft Office 365, Microsoft Exchange, IBM SmartCloud (Notes/Verse), Google Apps for Work and IBM Domino. This connector does not touch live email, it only touches the logs behind the scenes, so we'll never cause an outage, never have a problem, and it's already pre-built. You drop it in, and 15 minutes later it starts collecting the data. The data again has nothing to do with the content, nothing to do with the subject line, it's just who is it from, who is it to, when was it sent, it's just network analysis.

What is the licensing cost?

Licensing is based on the number of users that you have inside of Sugar. To learn more about Licensing for TrustSphere, please contact us so we can give you an accurate quote.

Does this support Sugar On-Demand and On-Premise?

Yes, it works both with Sugar On-Demand as well as On-Premise.

How long does this take to implement into my CRM?

People love the answer to this because it's all pre-built, so what it happens in three pieces. (1) The first thing is to add the email connector, and it starts building the relationship graph underneath the surface. (2) Then TrustSphere adds the ability to see this in your accounts, and then (3) there's some configuration. TrustSphere typically sees an hour for each of these pieces (so 3 hours total). Most people love that it's so easy to work with, and it works just like any traditional Sugar implementation. All the data is available to you, and you can add it to all of your reports.

What email systems and cloud email services do you support?

Virtually everything including Microsoft Office 365, Microsoft Exchange, IBM SmartCloud (Notes/Verse), Google Apps for Work and IBM Domino. If you are working with something that is a little unique, which we've done before, or you have a system in place that your email filters through, likely TrustSphere has a connector for it, so reach out to TrustSphere/W-Systems to discuss more.

My company has strict security guidelines; I'm concerned that everyone will see my data.

TrustSphere is extremely sensitive to privacy and security concerns. One of the things that TrustSphere has done is to set it up that nobody has access to the email except for you. Also, TrustSphere is compliant with all of the EU laws so if you have a business that goes outside of the US that is not a problem since TrustSphere can handle business globally.  TrustSphere is set up so that the security that you set up inside of Sugar is the same security that maps to how TrustSphere works. 

Do you correlate the relationship strength to activities and if so how is it recorded?

Out of the box it does not correlate any other activity other than the emails back and forth. However, that's a fairly reasonable report to write using W-Systems.

To that exact point what you could see is the relationship strength that TrustSphere is going to be on the email send and time to response, and volume of both. You could overlay the number of activities, and W-Systems has seen metrics for our clients where they say, "We're too email focused. We're not calling this person. We're not going out and visiting them. We've sent X number of emails to them, but we're not getting in front of the client." So I think it's a good example of being visible with communication, which currently sits in the silo in a salesperson or support person's email inbox, and overlaying that with the actual use case of Sugar, which should contain some level of activity management as well.

Does TrustSphere capture appointments?

It sees emails that are sent, including emails that include appointments.