Case Management and Bug Tracking Solution

Make it easy for your users to present a unified view of your organization to your customers. Empower your support team to better manage customer support requests through our case management system that facilitates streamlined information sharing and case routing.

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Case Management and Bug Tracking Solution

Streamline Information Across All Teams

Unlike other major CRM products, Sugar offers support, sales and marketing capabilities all in one package. Make it easy for your users to present a unified view of your organization to your customers. Empower your support team to better manage customer support requests through our case management system that facilitates streamlined information sharing and case routing.

Case Management and Bug Tracking Solution screenshot

Ensure all of your customer-facing personnel have easy access to any case status with our case management tool. It’ll showcase a listing of all the cases within an Account so your team is better prepared when they engage with a customer. Cases also provide an easy view of all the requests and responses between your customer and your organization.

Start your free trial today and:

  • Gain better insights into the performance of your customer satisfaction and support teams.
  • Effectively measure Case metrics, including response time and customer satisfaction rates.
  • Monitor how issues are resolved in your organization.
  • Quickly identify process improvements for setting Case priorities, escalation definitions, and resolutions.
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Easily define the priority level for each case and rank product defects for faster attention. Route Cases and their escalation status to the appropriate customer support agents and ensure timely resolution. Track resolution times across accounts and agents. Create reminders to ensure bugs are handled quickly and ensure greater customer satisfaction.

Sugar’s Inbound Email functionality allows emails to be automatically routed to the right customer support agent that is handling the case. Ensure certain incident categories are automatically routed to the right team for resolution.

With our case management system, we help you easily manage team resources and productivity. You can also prioritize issues and allocate Cases based on support agent caseload and expertise.

Use Sugar’s bug tracking software module to track and manage product related problems, either found internally or reported by your customers. Tie in each Bug record to other Sugar records such as contacts, calls, case and more. Give your users a way to quickly review all details of the Bug and visibility into its resolution status. With Sugar’s Bugs Module, you gain a complete view of the product problems, their frequency and the effort needed to resolve them. Sugar’s Bugs module not only ensures that customer problems are solved but also helps improve your products.

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SugarCRM has plans that scale with your team. No hidden fees or gotchas.

20+ Years of Happy Clients

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Great People to Work With

W-Systems has great people to work with. They really took the time to understand our business and help us move into CRM best practices. They are reliable and helpful. SugarCRM was also a great decision for our team. The product functions as we had hoped and is easy to self-manage for day to day items.

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The Entire Team Works Hard

The entire team at W-Systems works hard to make sure you are satisfied with their service - be it resolving technical issues or implementing new technologies! BIG thumbs up!

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An Excellent Partner for Enhancements and Resources

Our experience with the team has been nothing but positive. They are a valuable resource for SugarCRM integrations and enhancements as well as day-to-day support. Our Account Manager has always shared relevant and engaging content and there is a wealth of webinars and knowledge shared throughout the year by the company. A+++

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CRMs are Personal and Complicated

CRMs are personal and complicated. With every project and every issue we have had, I feel that we were treated fairly and professionally. On the occasional misunderstanding or miscommunication, there was no gotcha but a desire to solve the issue fairly. The expertise level is high. Very good and respectful service.

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W-Systems is Wonderful!

W-Systems installed our system and has been wonderful about working with us over a long period of time when something went wrong.

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Stellar Service

We have worked with W-Systems for many years. Their service is stellar on every level, including the expertise and caring of their staff members.

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Instrumental in our Upgrade

Mark was instrumental in our upgrade to the latest version of GoldMine. Not only did Mark do the data conversion but he has subsequently resolved several issues that have surfaced with the GoldMine alarms & the daily backup process. Mark has been very accommodating to any contact I have made to either ask questions or resolve an issue. Previously we have worked with Bob thru the years to support our GM application and again very pleased with the support offered by Bob. I would highly recommend W-Systems Corp. for support.

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There Will Be Issues!

I highly recommend W-Systems. We have a complex solution that integrates numerous different software application and databases. This requires several different team members at W-Systems for support. Their knowledge and ability to work together provide the timely support I need. I’m not surprised there are challenges and issues with the complex technology support I ask from them, what is surprising is they always keep it working. Thank you!

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Great CRM Partner!

We brought on W-Systems to take on a very complicated CRM upgrade. We chose W-Systems due to their knowledge around our system, and they had the resources to execute. Their PMs, dev team, customer service, and sales teams were all top-notch and responsive to our needs and feature requests. I'd recommend W-Systems to any company looking for a SugarCRM partner.

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