The Rule of Three: Marketing, Sales & Service Success

Let us show you how to let the platform do the work for marketing, sales, and service. Let us show you how the Sugar platform enables you to get a complete picture of each customer.

Transcript

1. The Rule of Three:
   Marketing, Sales &
   Service Success
   

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2. Everyone is
   on mute
   Questions are
   welcome
   Recording
   available
   2 © 2021 SugarCRM Inc. All rights reserved.
   Before We Start
   

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3. © 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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4. © 2021 SugarCRM Inc. All rights reserved.
   • Introducing Lumina Health
   • Engaging the Market to Grow
   • Conducting Business Effectively
   • Servicing the Customer
   • Summing it Up
   • Q&A
   Agenda
   4
   

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5. © 2021 SugarCRM Inc. All rights reserved.
   Introducing
   Lumina Health
   5
   

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6. © 2021 SugarCRM Inc. All rights reserved.
   Introducing Lumina Health
   6
   BLIND SPOTS BUSY WORK ROADBLOCKS
   

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7. © 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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8. © 2021 SugarCRM Inc. All rights reserved.
   The Sugar CX Platform at Lumina Health
   8
   

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9. © 2021 SugarCRM Inc. All rights reserved.
   9
   Engaging the
   Market to Grow
   

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10. © 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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11. © 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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12. © 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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13. © 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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14. © 2021 SugarCRM Inc. All rights reserved.
    Share Engagement with Sales and Service
    14
    • Awareness of customer
    interest areas
    • Responding to enquiries
    • Helping sales
    understand the
    opportunity
    

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15. © 2021 SugarCRM Inc. All rights reserved.
    Conducting
    Business Effectively
    15
    

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16. © 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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17. © 2021 SugarCRM Inc. All rights reserved.
    Prioritizing Sales Leads
    • Sugar Predict AI assisted
    prioritization of leads
    • Comparing leads against
    previous successes and
    ideal customer profile (ICP)
    17
    

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18. © 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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19. © 2021 SugarCRM Inc. All rights reserved.
    Guiding the User
    Lumina’s Processes Are All in Sugar
    Automating Workflow
    in the Background
    19
    

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20. © 2021 SugarCRM Inc. All rights reserved.
    • Initiate communication
    from the website
    • Enable web chat and
    digital voice channels
    Using New Digital Communication Channels
    20
    

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21. © 2021 SugarCRM Inc. All rights reserved.
    Servicing
    the Customer
    21
    

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22. © 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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23. © 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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24. © 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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25. © 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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26. © 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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27. © 2021 SugarCRM Inc. All rights reserved.
    Knowledge Management
    Agent Desktop
    Product FAQs Technical Bulletins
    Knowledge Base
    Articles
    27
    

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28. © 2021 SugarCRM Inc. All rights reserved.
    Aggregated
    Sentiment
    Real-Time
    Transcription
    Sensitive Customer
    Data Redaction
    Conversational
    Keyword
    Search
    Real-Time Alerts
    Sentiment and Coaching
    28
    

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29. © 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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30. © 2021 SugarCRM Inc. All rights reserved.
    Digitize Pen and Paper Processes
    eSignature
    Work
    Acceptance
    Part
    Barcode
    Job Form
    Next Job
    Job List
    Other Tools
    Get
    Directions
    30
    

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31. © 2021 SugarCRM Inc. All rights reserved.
    Data Driven Decision Making
    Case
    Queue
    Charts are
    Drillable
    Active or
    Overdue Tasks
    Case
    Metrics
    Configure and
    Publish
    Dashboard
    Show/Hide
    Dashlets
    31
    

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32. © 2021 SugarCRM Inc. All rights reserved.
    Summing
    it Up
    32
    

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33. © 2021 SugarCRM Inc. All rights reserved.
    End to End Customer
    Communication and Processes
    CUSTOMER
    ENGAGEMENT
    FAST SALES
    CYCLES
    PRECISION
    SERVICE
    33
    

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34. © 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
    

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35. © 2021 SugarCRM Inc. All rights reserved.
    Q&A
    35
    

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36. © 2021 SugarCRM Inc. All rights reserved.
    Thank You!
    36
    

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37. © 2021 SugarCRM Inc. All rights reserved.
    sugarcrm.com
    37
    

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