About the Company
California-based SugarCRM is one of the world’s leading customer relationship management system providers, with a wide range of on-premise, cloud, public cloud, and open-source offerings. While the company’s flagship product continues to be its on-premise/small business CRM platform, Sugar has recently come out with a new offering purpose-built for customer support.
The 2019-launched Sugar Serve is part of the solution’s 9.1 release, where the company launched several capabilities designed to elevate the SugarCRM experience. This includes Sugar Sell, Sugar Market, SugarIdentity, Sugar Mobile Enhancements, and SugarBPM Advanced Email Handling, among others.
Sugar Serve isn’t intended to be a standalone customer servicing tool – rather, it is a complementary add-on for Sugar Sell and SugarCRM, intended to equip companies with a truly holistic CX management suite.
Let’s explore what Sugar Serve has to offer.
Inside Sugar Serve
Sugar Serve helps to transform customer service and ticket resolution, giving you a unified service console that consolidates visibility across multiple channels. You can automate key support processes and equip agents with contextual data, which helps serve customers better.
Service Console
This unified console is at the heart of Sugar Serve’s value proposition, fetching and consolidating all the critical information needed to close a service ticket. The service console also provides managers with visibility into the overall status of service tickets, specific agent workloads, and other service metrics. There are a number of views you can choose from, including a tile view for at-a-glance insights.
Intelligent SLA Management
Sugar Serve automatically calculates ideal KPI thresholds and your progress in fulfilling SLAs so that you can course-correct on time. It aggregates performance metrics across multiple locations and business hours to give you unified visibility into progress. Based on this data, service tickets and case queues are prioritised automatically so that every customer relationship stays within the SLA thresholds.
Ticket routing and escalation
Sugar Serve lets you automate ticket routing workflows, ensuring that the right agents are assigned with the appropriate customer issues. Sugar Serve comes with out of the box workflow templates for setting up routing rules and determining escalations, depending on your SLA metrics. This feature is powered by SugarBPM, which is a visual process designer for business process management.
Ready to use reports and dashboards
With Sugar Serve, you don’t have to spend time manually configuring customer service reports or dashboards. These come baked into the platform, ready to use from day one after implementation, for both service agents and managers. Sugar Serve includes pre-built dashboards, 60+ reports, and dashlets at the time of delivery.
