Improve Your Customer Experience with Self-Service

Customers want the freedom to engage with you where, when, and how they want. Why not empower them to do just that? With Sugar Serve’s new Self-Service Center, we want to help you reduce costs and enable customers to connect with you on their own terms while building long-term, high-value relationships with them.

Transcript

1. Improve the
   Customer Experience
   with Self-Service
   

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2. © 2022 SugarCRM Inc. All rights reserved.
   2
   Everyone is
   on mute
   Questions
   are welcome
   Recording
   available
   Before We Start
   

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3. © 2022 SugarCRM Inc. All rights reserved.
   Agenda
   • Introductions
   • The Future of Service
   • Sugar’s Vision of Customer Service &
   Support
   • Demo: Self-Service with Sugar Serve
   • Future Roadmap
   • Beyond Customer Service: Our Vision for
   Digital Engagement
   • Q&A
   3
   3
   

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4. © 2022 SugarCRM Inc. All rights reserved.
   Eric Okimoto
   Director of Product Management
   SugarCRM
   eric.okimoto
   @sugarcrm.com
   Presenters
   Volker Hildebrand
   SVP, Product Marketing
   SugarCRM
   volker.Hildebrand
   @sugarcrm.com
   Sarah Friedlanger G.
   Sr. Director, Brand & Content
   SugarCRM
   sarah.friedlander
   @sugarcrm.com
   4
   

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5. © 2022 SugarCRM Inc. All rights reserved.
   The Future of Service
   5
   

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6. © 2022 SugarCRM Inc. All rights reserved.
   Your customers want to be able to report issues 24/7 and "get it off
   their chest"….and they want to know its being worked.
   • Must be easier than picking up the phone.
   • May still expect a call first thing in the morning.
   • Feedback from you must be provided (automated or otherwise)
   so that users know how their problem is being solved.
   • Tight Email integration and tracking is essential. Notifications of
   submission and responses.
   • B2B customers are warming up to chat but still rely heavily on
   email and phone.
   • Provides customers with the answers they need – or – quickly
   take them to someone who can not just answer the phone but
   solve their problems.
   Your Customers Expect Better…
   6
   

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7. © 2022 SugarCRM Inc. All rights reserved.
   You need tools that allow your agents and account reps to
   communicate 24/7 to maximize existing customer sales.
   • The goal is not "deflection". Rather you want to
   provide a better communication channel than email or
   phone.
   • Your tickets are complex and not just "knowledge"
   issues. Interactions lead to new sales.
   • Case creation allows routing of new opportunities to
   the right department or account executive.
   • Having sales and service on the same platform tied to
   self-service ensures every customer interaction is
   handled and optimized for growth.
   Your Support Challenges
   © 2022 SugarCRM Inc. All rights reserved.
   7
   

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8. © 2022 SugarCRM Inc. All rights reserved.
   Customers
   are changing
   the rules
   Technology
   is changing
   the game
   8
   

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9. © 2022 SugarCRM Inc. All rights reserved.
   By 2022,
   85% of customer
   service interactions
   will start with
   self-service.
   85%
   Source: Gartner
   9
   

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10. © 2022 SugarCRM Inc. All rights reserved.
    Sugar’s Vision of
    Customer Service & Support
    10
    

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11. © 2022 SugarCRM Inc. All rights reserved.
    A Vision for Self-Service:
    Focus on the Customer Experience
    11
    Convenience Speed
    Guidance
    Effortless Efficiency
    What your customers
    really want
    Personal
    

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12. © 2022 SugarCRM Inc. All rights reserved.
    Blending Self-Service with Human Service
    12
    Low Touch
    Service
    High Touch
    Service
    Service Tickets &
    Case Management
    Transactions
    & Documents
    Knowledge
    Base
    Service
    Processes
    Service
    Automation
    Customer
    Feedback
    Responding
    to customer requests
    & Resolving customer
    issues
    “Automate the mundane and
    humanize the exceptional”
    

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13. © 2022 SugarCRM Inc. All rights reserved.
    The Future of
    Customer Service
    13
    “Business growth as a goal
    is well-aligned with the idea
    of value-added customer
    service that creates more
    value for the customer
    beyond simply resolving
    their issue.”
    - Brad Fager,
    Research Director, Gartner Customer
    Service & Support Practice
    

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14. © 2022 SugarCRM Inc. All rights reserved.
    Self-Service
    with Sugar Serve
    14
    

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15. © 2022 SugarCRM Inc. All rights reserved.
    Sugar Serve: The Customer Service Platform
    Built for Customer Service Heroes
    Create better customer experiences in moments that matter.
    Empower
    your employees
    with real-time
    insights
    Engage
    your customers
    on their terms
    Listen
    to the voice of
    your customers
    Deliver
    on your promises
    with operational
    excellence
    15
    

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16. © 2022 SugarCRM Inc. All rights reserved.
    Customers will have the
    ability to add
    attachments, and view
    or download business
    documents such as
    quotes, orders,
    contracts, invoices.
    Customer can submit
    service tickets or requests,
    create cases, view case
    detail or ticket status,
    communicate with an
    agent
    Self-Service Capabilities
    Case
    Management
    Document
    Center
    A brand-new platform for
    digital customer service &
    support. Easy online &
    mobile access for
    customers. Modern User
    Interface, Mobile
    responsive
    Self-Service
    Center
    * Document access slated for early 2023
    16
    

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17. © 2022 SugarCRM Inc. All rights reserved.
    Demo
    17
    

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18. © 2022 SugarCRM Inc. All rights reserved.
    Demo
    18
    Customers can configure the look & feel for a
    complete customized brand experience.
    

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19. © 2022 SugarCRM Inc. All rights reserved.
    Future Roadmap
    19
    

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20. © 2022 SugarCRM Inc. All rights reserved.
    This material contains forward-looking statements relating to SugarCRM’s
    expectations and plans regarding our products. These statements are based on
    the current expectations and beliefs of SugarCRM’s management as of the date
    this material is issued.
    Our roadmap could change substantially from what is presented here due to a
    variety of factors, some of which are beyond our control. Such changes can be
    made by us without updating these forward-looking statements.
    Forward Looking Statements
    20
    

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21. © 2022 SugarCRM Inc. All rights reserved.
    Improve your customers'
    scheduling experience
    by providing them
    flexibility to schedule on
    their own time, directly
    from their devices.
    Re-skinning our current
    knowledge base to
    provided a better
    knowledge base and
    search experience.
    Extend self-service
    capabilities to sales
    cycles and marketing
    campaigns.
    What’s Next?
    21
    Self-Service
    Digital Customer
    Engagement
    Self-Service
    Help Center
    Self-Service
    Scheduling
    

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22. © 2022 SugarCRM Inc. All rights reserved.
    Self-Service – Document Center
    22
    Customers will have the
    ability to add or download
    attachments like Invoices,
    quotes, any SugarDoc
    template.
    

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23. © 2022 SugarCRM Inc. All rights reserved.
    Self-Service – Knowledge Base
    23
    Re-skinning our current
    knowledge base to provided a
    better knowledge base and
    search experience.
    

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24. © 2022 SugarCRM Inc. All rights reserved.
    Self-Service – Create Help Center on Website
    24
    

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25. © 2022 SugarCRM Inc. All rights reserved.
    Business Benefits
    25
    Self-Service can
    make support available
    to your customers all day,
    every day.
    Allows your customers to
    choose the most
    convenient self-service
    channels for them.
    Reduce the overall inbound
    call and ticket volume.
    Self-service results in
    reduced operational and
    infrastructure costs.
    24/7 Online Support
    anywhere, anytime
    Improve Customer
    Experience
    Reduce Customer
    Service & Support Cost
    

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26. © 2022 SugarCRM Inc. All rights reserved.
    Case queues help organize
    and prioritize cases for
    support agents to optimize
    the effectiveness of the
    support team.
    Queues
    For the Service Agent
    26
    Key metrics get seen by
    the right people at the
    right time. Admins can
    customize new metrics
    and share them with
    different teams in a click.
    KPIs
    Advanced routing
    capabilities based on
    contextual understanding
    of customer, their issues,
    and their history.
    Routing
    

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27. © 2022 SugarCRM Inc. All rights reserved.
    Beyond Customer Service:
    Our Vision for Digital Engagement
    27
    

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28. © 2022 SugarCRM Inc. All rights reserved.
    The Future of Digital Engagement
    28
    Leads
    Product Information
    Quote & Offer
    Customer
    On-boarding
    Meeting
    Scheduler
    Contract TBD
    Sales & Marketing:
    Partner Portal & Deal Room
    Customer Service & Support
    The Customer
    Journey
    Service Ticket/Request
    Online Support
    Document Center
    Self-Service
    

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29. © 2022 SugarCRM Inc. All rights reserved.
    Sugar Serve Proof Points
    29
    Actual business results from SugarCRM customers.
    17%
    Revenue
    Increase
    30%
    Revenue Contribution
    from Support Team
    27%
    Reduced Case
    Error Rate
    

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30. © 2022 SugarCRM Inc. All rights reserved.
    Take the Next Step
    to Learn More
    Poll Question: Are you interested in learning more
    about adding self-service capabilities to your CRM?
    30
    

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31. © 2022 SugarCRM Inc. All rights reserved.
    Q&A
    31
    

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32. © 2022 SugarCRM Inc. All rights reserved.
    Thank You!
    32
    

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