The Rule of Three: Marketing, Sales & Service Success

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© 2021 SugarCRM Inc. All rights reserved. Presenters 3 ERIK TAVENNER Mid-Market Team Lead SugarCRM erik.tavenner @sugarcrm.com FRANKLIN DE LA CRUZ Senior Solutions Consultant SugarCRM franklin.delacruz @sugarcrm.com MORGAN SADOWSKI Senior Solutions Consultant SugarCRM msadowski @sugarcrm.com SARAH FRIEDLANDER G. Director, Content Marketing SugarCRM sarah.friedlander @sugarcrm.com

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© 2021 SugarCRM Inc. All rights reserved. Introducing Lumina Health ● Lumina Health provides DNA testing to the public and makes DNA test equipment for the bio-pharma industry ● During the past year, the business has been forced to accelerate digital adoption as employees work from home and face-to-face meetings have become rare ● Business is booming and the company has had to quickly adopt new ways of getting work done to full demand 7

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© 2021 SugarCRM Inc. All rights reserved. • Building an Audience • Automate Nurture Campaigns • Understanding Interest and Responding at the Right Time • Share Engagement with Sales and Service Engaging the Market to Grow Overview 10

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© 2021 SugarCRM Inc. All rights reserved. Building an Audience Dynamic DNA 11 • Build contact, demo, and event registration forms • Embed your forms on branded landing pages • Easy to build with drag- and-drop functionality Dynamic DNA Learn about rapid DNA Testing In this webinar we show you how we discover your unique DNA ancestry from a simple saliva swab Stay Current with Lumina. Sign up to receive updates about our latest innovations. I agree to the Lumina privacy policy and consent to receive email updates..

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© 2021 SugarCRM Inc. All rights reserved. Automate Nurture Campaigns 12 • Easy-to-use nurture and email builders • Create branching paths based on recipients’ actions • Automatically move your leads through the pipeline

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© 2021 SugarCRM Inc. All rights reserved. Understanding Interest & Responding at the Right Time 13 • High-maintenance • Subjective • Based on engagement quantity, not quality • No setup required • Accurate, uncovers engagement quality • Easy to follow points visit website point open email points attend webinar points job page visit = points +10 +1 +50 -10 51

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© 2021 SugarCRM Inc. All rights reserved. • Prioritizing Sales Leads • Details from Marketing • Lumina’s Processes Are All in Sugar • Using New Digital Communication Channels Conducting Business Effectively Overview 16

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© 2021 SugarCRM Inc. All rights reserved. Details from Marketing DNA Test DNA Testing Request Submitted Test request from product page 05/05/21 05/05/21 05/05/21 • Better information helps motivate follow-up • If marketing knows something, sales should know it too … and vice versa 18

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© 2021 SugarCRM Inc. All rights reserved. • Lumina’s Service Footprint • Seamless Handoffs • Omnichannel Agent Desktop • Routing, Escalation and SLA Management • Knowledge Management • Data Driven Decision Making Servicing the Customer Overview 22

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© 2021 SugarCRM Inc. All rights reserved. Lumina’s Service Footprint Customer Experience Platform (Sugar Serve) Email, Phone, SMS, Chat, Chatbots (Amazon Connect + SugarLive) Customer Portal (Sugar Case Portal) Online Ordering (WooCommerce + Serve API) Help Center (WordPress + Serve API / KB) DNA Sequencer Device Logs (Amazon IoT + Sugar Integrate) 23

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© 2021 SugarCRM Inc. All rights reserved. Seamless Handoffs Call Logged Case Created Repair Scheduled Agent makes notes alongside recording Ok, Let me transfer you to an agent who can help. Personalized Greeting Phone number matched against contact on Sugar Hello, Jennifer. How can I assist you today? Jennifer, We have technicians available today, what time works for you? Incoming Customer Call / Chat My DNA Sequencer is broken. Dynamic Routing Agent selected based on intent, skills, account level or escalation status. Agent Desktop Manage current call or chat. View customer and case history. Access KB, entitlements, reports and tools. Sentiment and Coaching Understand the impact and trends of customer conversations. Identify crucial feedback and coaching opportunities. 24

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© 2021 SugarCRM Inc. All rights reserved. Active Call / Chat Context and Notes Active Call / Chat Window and Controls 360-degree Overview Customer Tier Case History Knowledge Base Interaction Timeline Call / Chat Transcripts Sentiment Analysis Show/Hide Agent Desktop Omnichannel Agent Desktop 25

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© 2021 SugarCRM Inc. All rights reserved. Routing, Escalation and SLA Management Process Designer Pre-built support processes for routing, escalation, tasking, notifications Rule Designer Packaged rules for SLA assignment, escalation management, case update notifications Journeys Playbooks for complex case resolutions or internal coordination 26

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© 2021 SugarCRM Inc. All rights reserved. No Touch Scheduling and Exception Handling Work Orders Map View Service Area Fill Gaps In Schedule Drag & Drop Scheduling Technicians and Skills Technician Job 29

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© 2021 SugarCRM Inc. All rights reserved. Our Vision and Goal NO BLIND SPOTS • Full change history • Accurate predictions • Descriptive analytics • Complete and accurate customer data • Shared view across departments NO BUSY WORK • Calendar, email, mobile, documents, and omnichannel integration • Automated sales research • Data and process integration • Pre-built data warehouse NO ROADBLOCKS • Reduced data gaps • Greater operational scale • Comprehensive customization • Integrate with anything • Scalable global infrastructure 34