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Customer Service Platform & CRM

Everything you need to create outstanding customer experiences.

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Sugar Serve

No matter if your company sells products or services Sugar CRM SugarServe is the support ticketing system elevating your customer service to the next level of customer experience management (CXM).

Get Ready to Create Customers for Life

Imagine resolving every customer service inquiry promptly and proficiently — without a single sloppy handoff or having to scramble for purchase histories. From easy at-a-glance dashboards to robust self-service portals, Sugar Serve has everything you need to create outstanding customer experiences.

You’ll always be prepared to give customers exactly what they need. At any moment, for any issue or interaction.

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Customer Service Will Never Be the Same

Get the Full Story

Sugar’s modern, agent-focused interface paints a clear picture of each customer’s needs so you can resolve issues quickly and confidently. And when you integrate with Sugar Sell and Sugar Market, you’ll get a 360 view of every interaction they’ve ever had with your company.

Make Customers Smile

Focus on people, not processes. SugarBPM helps ensure your customers receive a prompt response for each and every case. It means a better experience for them and more loyalty and retention for you.

Keep Costs Low

Build out robust self-service and knowledge-driven support tools that reduce the need for agent-assisted cases. Better yet, real-time reports and dashboards will clue you in to problem areas before they become full-blown issues.

The Best Customer Experiences are Supported By Sugar Serve

Too many companies today are investing time and money to capture leads and land sales — only to watch those relationships crumble because of bad customer experience. With Sugar Serve, it’s easy to keep customers happy and coming back for more. With a customer support platform focused on the features that matter most to service agents, you’ll always have instant access to the exact insights you need.

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See Every Issue at a Glance

Empower your agents to be more productive with a powerful, efficient console. Sugar Serve's service console leverages SLA information, along with case priority and severity, to intelligently prioritize each and every inquiry.

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Deflect Support Calls

Help your customers help themselves. Sugar’s self-service portal and knowledge base allow users to quickly solve common problems. Your customers will get the answers they need, while you minimize costs and avoid support calls.

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Route Cases Intelligently

Have inbound customer service requests automatically routed to the right person. Whether you need to escalate a case or reassign it when too much time has passed, SugarBPM™ ensures no customer gets left behind.

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Understand and Monitor Support Performance

With real-time reports and dashboards, you’ll understand problem areas long before they become full-blown issues. Sugar Serve's customer service analytics let support center managers see what’s going well and what needs to be addressed.

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Sugar Serve Resources

Sugar Serve comes with a wide range of out-of-the-box (OOB) features, functionalities, and capabilities, making it one of the best customer service platform and crm software in the market.

Sugar Serve Datasheet

Take a look at Sugar Serve's core features and capabilities.

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W-Systems knows Sugar Serve inside out. With hundreds of implementations under its belt, W-Systems is the ideal technological partner for companies, of any size and industry, looking for help, guidance, and support in the implementation of Sugar Serve.

50 Things Your CRM Should Tell You About Your Customer

These 50 points of information are intended as food for thought as you develop a CRM information model.

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The customer journey changed a lot for us with Sugar. Now we can react faster.
Robert Amper CIO, Unifin
W-Systems is a SugarCRM Elite Partner award winning of the SugarCRM Global Reseller of the Year

Sugar Sell starting from $80 per user/month

20+ Years of Happy Clients

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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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Excellent Experience Implementing SugarCRM

W-Systems provided our not-for-profit with outstanding guidance and support to customize and implement SugarCRM to manage a complex network of activities, properties and partner relationships. The outcome was a clear, user-friendly system for our team resulting in professional reporting for our funders and senior leadership. W-Systems provides a project manager who is accountable and responsive throughout the process and provided resources for us to manage our system effectively.

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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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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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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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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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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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Good Integrator to Work With

W-Systems is an experienced and diligent SugarCRM integrator and developer. They have worked on numerous integrations and implementation projects with us and have been a great partner.

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Second to None

We have found that W-Systems' knowledge and response time is second to none. They are always willing to take the time and use the necessary resources needed to answer our questions, resolve our issues and teach us whatever we need to learn. They are patient, informative and proactive.

Latest from our Blog

SugarCRM Among the Top 5 Enterprise CRM Leaders

September 16th, 2020   •   5 minute read

Thanks to its extended CRM features, flexibility, and customization potential, SugarCRM is among Destination CRM’s top 5 Enterprise CRM leaders in 2020.

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Managing Support Rep Shifts in Sugar Serve

September 2nd, 2020   •   4 minute read

No support inquiry is left behind with Sugar Serve’s Shifts and Shift Exceptions modules, designed to enhance your support rep shift planning capabilities!

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What is Customer Experience (CX), and How Can You Improve It?

August 19th, 2020   •   8 minute read

How customer-centric is your brand? Are you exceeding your customers’ expectations, or rather doing barely enough to remain a valid option for them?

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Provide Outstanding Support with Sugar Serve

August 13th, 2020   •   3 minute read

Learn why Sugar Serve’s customer support platform has everything you need to create outstanding customer experiences.

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Release RoundUp: Sugar Q3 2020 (10.1)

July 28th, 2020   •   8 minute read

Sugar’s latest release, Q3 2020 is a cloud-only release packed with awesome updates and features. Here’s our Release RoundUp for Sugar 10.1!

Read More

How to Leverage Sugar Serve for Better Customer Service

July 20th, 2020   •   9 minute read

Learn how Sugar Serve's Service Console helps customer support professionals meet their Service Level Agreements and create customers for life.

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Training & Events

Sugar University

Admin Quick Start for Salesforce or MS Dynamics Administrators

This introductory course provides new Administrators who are familiar with other CRMs the skills necessary to start administering Sugar.

Recent Releases

September 15, 2020

Sugar Mobile SDK 24.0

The latest Mobile SDK release is compatible with Sugar Mobile 24.0 and is available for SugarCRM customers or SugarCRM OEM Partners.

September 15, 2020

Sugar Mobile 24.0 for Android

Sugar Mobile 24.0 for Android includes the ability to create, edit, and save custom list view filters directly in the app.

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