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Record Assignment Based on Keywords in Sugar

One of our customer in the hospitality industry came to us requesting that we help them centralize their support system so that it didn’t require so many manual tasks and could use up less of their employees valuable working hours--saving them time and money.

W-Systems built a customization inside their Sugar system which automated their entire support routing process. 

Today, a custom Keywords Module automatically scans each incoming support request for keywords that most likely indicate what the request is about.Then the module uses supporting workflows behind the scenes to route the request to the appropriate rep and automatically archive the email in Sugar with the associated Account. 

Using Sugar, our customer was able to centralize their support system and automate the routing process.

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