BAHCESEHIR UNIVERSITY ENGINEERING MANAGEMENT

SUGAR CRM SALES AND ADMINISTRATOR TOOLS
CUSTOMER RELATIONSHIP MANAGEMENT
Duygu MAZLUM Funda ÖZCAN

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TABLE OF CONTENTS 1. 7. 3. Layout Editor: 2.2. Module Builder and Loader 2. 3. 3.6.1. 3. Provide Better Visibility Across The Business 6.1. REFERANCES 2 Duygu Mazlum Funda ÖZCAN . Role Management and Role Control 2.4. Why Sales People Use SugarCRM? 6.5. About SugarCRM 2.2. User Types in Sugar CRM 2. Workflow 2. 3.2.5.3.1. 6.1.1. Homepage Layout and Dashlets 3 Sales Force Automation 3.1. Sales Reps. Sales Managers.1.4.3. Sales Trend Analysis 5. Increase the Productivity of Sales Force Opportunity Management Contact Management Account Management Forecasting Quotes and Contracts 4.1.1 Administrator 2.

1. SugarCRM develops CRM software in three editions: Sugar Community Edition Sugar Professional Sugar Enterprise 3 Duygu Mazlum Funda ÖZCAN . SugarCRM was based on the rapid evolution of open source projects from Linux.000 copies of Sugar Open Source. SugarCRM isn an organized method using software to manage customer relations from initial contact to after sales support. Each type of customer interaction may take place with a different department and CRM software is a way to ensure that the customer passes from department to department without ever getting lost in the cracks. Each contact point with a customer is a chance to Excel and after a customer has turned from a lead into a sale. The company began as a commercial open-source project in April 2004. In June of 2004. [1] SugarCRM is founded in 2004 with 5000 customers in 30 countries. Sugar expanded quickly and by September 2004. About SugarCRM SugarCRM is an open-source software-solution vendor which produces the Sugar Customer Relationship Management (CRM) system. John recruited both Jacob Taylor and Clint Oram to found the SugarCRM open source project in April of 2004 and the corporation in June of that year. Satisfied customers are what businesses depend upon. to powerful scripting languages such as PHP and free databases such as MySQL. SugarCRM was one of the very first commercial open source based corporations to raise venture capital. The hope in early 2004 was to create an enterprise class business application powered by an open source project. Josh Stein of DFJ invested $2M into the startup and become a board member. Together they designed and built SugarCRM with the help of developers wo rldwide. With the help of this investment. customer relations continue. Josh is one of the first venture capitalists to invest in an open source applications startup. potential users had downloaded 25. The popularity of the project allowed the company to raise $46 million of venture capital.

The products originated on the LAMP stack of Linux. User Types in Sugar CRM End user: can access and use Sugar modules but does not have administrative privileges. Sales ± force automation Marketing campaigns Customer support Collaboration Reporting. MySQL and PHP. with Sugar Community Edition containing roughly 85 percent of the function ality contained in Sugar Professional and Sugar Enterprise. and MS SQL or Oracle as alternative databases. [2] [4] 2. but also run well on other platforms that can deliver PHP (such as Windows. Apache. 4 Duygu Mazlum Funda ÖZCAN . and Mac OS X).Each product derives from the same code tree. Product functionality includes. Solaris. Administrators: have administrative privileges in Sugar to perform tasks such as creating users. SugarCRM can also use MS IIS as a web server.

It has streamlined business processes to match business requirements and reveal and protect information based on user role and profile. You can create multiple roles. and define alerts. A portal-only user cannot login through the Sugar web interface.1. So. and execute necessary actions when the specified conditions are met. You create a group user when you create a group for an inbound email inbox. You can then assign one or more users to each role to enable them to access the appropriate Sugar modules and perform the tasks. the system can send out an alert when a time period expires or a record changes. set out alerts. cannot log into Sugar. In that case. triggers and actions to ensure follow-up.1. administrator protects sensitive information and ensures data quality. For easy configuration it provides simple drag and drop user inte rface.1 Administrator Administrators create business process easily and custom fields objects and modules. Workflow Workflow controls information flow within the company. Deep customization features allow for the creation of custom fields and modules.1. Portal users: Can use portal web services. 2. Another impact of administrators is sharing and adding modules based on your company needs. for example. 2. Workflows allow you to track events. Also control visibility and access at the field level with designing workflow processes to fit your business.2. A role defines a set of privileges to p erform specific tasks. 2. Role Management and Role Control In role management administrator controls visibility and change privileges. admin defines role and assign employees to a role. A group user is not a real user and. The workflow cycle is as follows: 5 Duygu Mazlum Funda ÖZCAN . therefore.Group users: is a bucket that you use to collect inbound emails for distribution. creates c ustom processes based on company needs.

Specify the conditions to trigger alerts. and optionally. Layout Editor: The Layout Editor provides administrators with the ability to tailor the look of each Sugar screen by editing and renaming tabs. actions. Users can build an unlimited number of custom modules.1. Upgrades for custom modules are fully supported. y y y Change the appearance of Sugar to fit your company needs Hide unused modules to focus user attention on core processes Prioritize module appearance based on company objective 2. 5. changi ng dropdown values.1. Accounts. Create a workflow definition 2. Create an alert or select from an existing list of alerts. In case of multiple workflows. Workflow and Sugar Studio tools.5. while hiding unneeded modules. Module Builder and Loader The Sugar Module Builder enables users to build custom modules from scratch or combine existing or custom objects into a brand new CRM module. 2. Impact. which interoperate seamlessly with Reporting. 4. Cases and Opportunities to build a new module or create their own custom objects from scratch to form a new module.1. 3. 2. administrators can tailor the application to meet the specifics use cases of the company. Homepage Layout and Dashlets 6 Duygu Mazlum Funda ÖZCAN .4.3. Documents. With the Sugar Layout editors. Create actions or select from an existing list. Developers can leverage existing Sugar Objects such as Contacts. and choosing to hide unused modules.1. specify the execution sequence.

Impact y y y y y Share sales data across indi viduals and teams Focus attention on the most profitable deals Bring new sales representatives up to speed Present effective presentations and proposals to customers Monitor quota progress and business performance 3. Impact. improve the productivity of sales individuals and teams. y y y Configure homepage to display only information relevant to your job Create multiple dashlets based on Sugar modules or outside data sources Edit the information display of any dashlet [5] 3 Sales Force Automation Sugar drives sales performance by allowing sales representative to track and share contacts and opportunities.1. work offline through our mobile solutionsand collaborate through integration with Microsoft Outlook and other groupware applications. Increase the Productivity of Sales Force Organize sales information into a single system.Sugar gives end users control over what information they see on their screens. 7 Duygu Mazlum Funda ÖZCAN . forecast revenue. users can change the layout of their homepage . manage and upsell into existing accounts. and gain visibility into sales performance. manage quotes and contracts. hide unused dashlets or create new dashlets reflecting information important to the user. Using drag-and-drop capabilities. monitor performance through dashboards.

Customize Sugar to fit how your opportunity management process works. Act.3. account information and customer case information. Contact Imports Import contacts from a variety of data sources in a few simple steps. including sales methodologies.3.2. Contact Management Sugar Contact Management consolidates contacts into a single location and associates accounts with sales opportunities. tracking deal progress.com. Sugar supports data transfer formats for Salesforce. and recording deal -related interactions. Impact y y y y y Share opportunity information across individuals and teams Increase sales productivity through standardized sales processes Ensure effective opportunity handling through collaboration and workflow Tailor sales methodologies to meet your business needs 3. and opportunity handling. Proven import and de-duplication technology ensures that companies have a clean. Excel and CSV formats. Opportunity Management Sugar Opportunity Management allows your team to close deals faster by sharing consistent sales information. consistent view of customers and relationships. account details. 8 Duygu Mazlum Funda ÖZCAN . Microsoft Outlook.

Account Management Sugar Account Management capabilities provide a single view of customers across products. Managers can create. activities. and track their sales progress from the Sugar homepage. Account management gives your organization the ability to build tighter. Forecasting Sugar Forecasting gives sales representatives and managers the ability to generate accurate forecasts based on sales data in SugarCRM. roll-up forecasts across individuals and teams. and status. In one single page. 9 Duygu Mazlum Funda ÖZCAN . Impact y y y y Understand account status and relationships Improve up-selling and cross-selling opportunities Ensure consistent interactions with customers Share account information across marketing. utilize worksheets to develop accurate commit amounts. history. account. assign and edit quotas for their team. but all associated sales opportunities. and measure forecast accuracy relative to commit amounts. Record Merge Merge similar records in a few simple steps. users see not only account information. contacts.5. companies can combine information from multiple records to create a single master. more profitable relationships by understa nding the status of each account. medium and low forecasts. sales and support departments 3. With record merge.4. geographies. reducing duplicate contacts while increasing data cleanliness 3. Sales representatives can take advantage of scenario planning tools to generate high. cases and quotes.De-Duplication Automatically ensure good data quality through de -duplication checks which scan for similar contact records upon import.

Impact y y y y Present user-specific information about opportunities Consolidate sales data for executives Customize charts and reports based on key metrics Drill down on charts to understand performance 10 Duygu Mazlum Funda ÖZCAN .6. Impact y y y Generate and present accurate quotes and contracts to customers Manage multiple revisions in a single location Gain a clearer picture of customer agreements and products purchased 4. Quotes and Contracts With Sugar Quote and Contract Management functionality. sales managers can monitor the pipeline of sales representative by sales stage. sales reps can generate accurate quotes with support for multiple line items. view how many calls each rep has made over a given time period. Strong version control functionality ensures reps can more easily manage multiple versions of quotes and contracts. On one screen. currencies and tax codes.3. Managers and reps can also take advantage of the strong reporting and charting capabilities to create personalized dashboards that update whenever information changes. Sales Trend Analysis Sugar Reporting gives sales managers the insight needed to adjust to changing business conditions. Word or PDF. and monitor closed and expected revenue for the quarter. Quotes and contracts can be delivered to customers via email.

‡ Sales Reps.5.1. ‡ Sales Managers.2. Easy to use    ntuitive navigation Short forms Offline and wireless Dashlets and themes Change tabs/sub-panels Dashboards Email Contacts Calender ‡ Personalization    ‡ Sync with outlook    6. sales opportunities and support cases. 6. Also sharing access to reports and dashboards across teams is available. Reporting    Easy to run Share with team Share with executives Quickly get information they need Adoption increases useful data Meaningful dashlets on home page Control visibility by module Control actions by module/field 11 Duygu Mazlum Funda ÖZCAN ‡ Flexibility    ‡ Security   . Provide Better Visibility Across The Business Real time reports and dashboards can be created by reporting. Why Sales People Use SugarCRM? 6. SugarCRM monitor the effectiveness of marketing programs.

REFERANCES 1.sugarcrm.html 2.com/university/ 5.wikipedia.slideshare.org/wiki/SugarCRM 3.com 12 Duygu Mazlum Funda ÖZCAN . http://www.articlesbase. http://en.7. http://www.com/management-articles/sugar-crm-customerrelation-management-software-for-today-3841389.sugarcrm.net/MarketingIndu stries/sugar-crm-marketing-industriespresentation-2-sales-force-automation 4. http://www. http://www.

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