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.
The Rule of Three:Marketing, Sales &Service Success
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Everyone ison muteQuestions arewelcomeRecordingavailable2 © 2021 SugarCRM Inc. All rights reserved.Before We Start
© 2021 SugarCRM Inc. All rights reserved.Presenters3ERIK TAVENNERMid-Market Team LeadSugarCRMerik.tavenner@sugarcrm.comFRANKLIN DE LA CRUZSenior Solutions ConsultantSugarCRMfranklin.delacruz@sugarcrm.comMORGAN SADOWSKISenior Solutions ConsultantSugarCRMmsadowski@sugarcrm.comSARAH FRIEDLANDER G.Director, Content MarketingSugarCRMsarah.friedlander@sugarcrm.com
© 2021 SugarCRM Inc. All rights reserved.• Introducing Lumina Health• Engaging the Market to Grow• Conducting Business Effectively• Servicing the Customer• Summing it Up• Q&AAgenda4
© 2021 SugarCRM Inc. All rights reserved.IntroducingLumina Health5
© 2021 SugarCRM Inc. All rights reserved.Introducing Lumina Health6BLIND SPOTS BUSY WORK ROADBLOCKS
© 2021 SugarCRM Inc. All rights reserved.IntroducingLumina Health●Lumina Health provides DNA testing tothe public and makes DNA testequipment for the bio-pharma industry●During the past year, the business hasbeen forced to accelerate digitaladoption as employees work from homeand face-to-face meetings havebecome rare●Business is booming and the companyhas had to quickly adopt new ways ofgetting work done to full demand7
© 2021 SugarCRM Inc. All rights reserved.The Sugar CX Platform at Lumina Health8
© 2021 SugarCRM Inc. All rights reserved.9Engaging theMarket to Grow
© 2021 SugarCRM Inc. All rights reserved.• Building an Audience• Automate Nurture Campaigns• Understanding Interest andResponding at the Right Time• Share Engagement with Sales andServiceEngaging the Market to Grow Overview10
© 2021 SugarCRM Inc. All rights reserved.Building an AudienceDynamic DNA11• Build contact, demo, andevent registration forms• Embed your forms onbranded landing pages• Easy to build with drag-and-drop functionalityDynamic DNALearn aboutrapid DNATestingIn this webinar we showyou how we discover yourunique DNA ancestryfrom a simple saliva swabStay Current with Lumina. Sign up to receive updates about ourlatest innovations.I agree to the Lumina privacy policy and consent to receive emailupdates..
© 2021 SugarCRM Inc. All rights reserved.Automate Nurture Campaigns12• Easy-to-use nurtureand email builders• Create branchingpaths based onrecipients’ actions• Automatically moveyour leads throughthe pipeline
© 2021 SugarCRM Inc. All rights reserved.Understanding Interest & Responding at theRight Time13• High-maintenance• Subjective• Based on engagementquantity, not quality• No setup required• Accurate, uncoversengagement quality• Easy to followpointsvisit websitepointopen emailpointsattend webinarpointsjob page visit=points+10+1+50-1051
© 2021 SugarCRM Inc. All rights reserved.Share Engagement with Sales and Service14• Awareness of customerinterest areas• Responding to enquiries• Helping salesunderstand theopportunity
© 2021 SugarCRM Inc. All rights reserved.ConductingBusiness Effectively15
© 2021 SugarCRM Inc. All rights reserved.• Prioritizing Sales Leads• Details from Marketing• Lumina’s Processes Are All in Sugar• Using New Digital Communication ChannelsConducting Business Effectively Overview16
© 2021 SugarCRM Inc. All rights reserved.Prioritizing Sales Leads• Sugar Predict AI assistedprioritization of leads• Comparing leads againstprevious successes andideal customer profile (ICP)17
© 2021 SugarCRM Inc. All rights reserved.Details from MarketingDNA TestDNA TestingRequestSubmitted Test request from productpage05/05/2105/05/2105/05/21• Better information helpsmotivate follow-up• If marketing knowssomething, sales shouldknow it too … and vice versa18
© 2021 SugarCRM Inc. All rights reserved.Guiding the UserLumina’s Processes Are All in SugarAutomating Workflowin the Background19
© 2021 SugarCRM Inc. All rights reserved.• Initiate communicationfrom the website• Enable web chat anddigital voice channelsUsing New Digital Communication Channels20
© 2021 SugarCRM Inc. All rights reserved.Servicingthe Customer21
© 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 MakingServicing the Customer Overview22
© 2021 SugarCRM Inc. All rights reserved.Lumina’s Service FootprintCustomer 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 SequencerDevice Logs(Amazon IoT +Sugar Integrate)23
© 2021 SugarCRM Inc. All rights reserved.Seamless HandoffsCall LoggedCase CreatedRepair ScheduledAgent makes notesalongside recordingOk, Let me transferyou to an agent whocan help.Personalized GreetingPhone number matchedagainst contact on SugarHello, Jennifer.How can I assistyou today?Jennifer, We havetechnicians availabletoday, what time worksfor you?IncomingCustomerCall / ChatMy DNASequencer isbroken.Dynamic RoutingAgent selected based onintent, skills, account levelor escalation status.Agent DesktopManage current call or chat. Viewcustomer and case history.Access KB, entitlements, reportsand tools.Sentiment and CoachingUnderstand the impact and trends ofcustomer conversations. Identify crucialfeedback and coaching opportunities.24
© 2021 SugarCRM Inc. All rights reserved.Active Call / ChatContext andNotesActive Call / ChatWindow andControls360-degree OverviewCustomer TierCase HistoryKnowledgeBaseInteraction TimelineCall / ChatTranscriptsSentiment AnalysisShow/HideAgent DesktopOmnichannel Agent Desktop25
© 2021 SugarCRM Inc. All rights reserved.Routing, Escalation and SLA ManagementProcess DesignerPre-built support processesfor routing, escalation,tasking, notificationsRule DesignerPackaged rules for SLAassignment, escalationmanagement, case updatenotificationsJourneysPlaybooks for complex caseresolutions or internalcoordination26
© 2021 SugarCRM Inc. All rights reserved.Knowledge ManagementAgent DesktopProduct FAQs Technical BulletinsKnowledge BaseArticles27
© 2021 SugarCRM Inc. All rights reserved.AggregatedSentimentReal-TimeTranscriptionSensitive CustomerData RedactionConversationalKeywordSearchReal-Time AlertsSentiment and Coaching28
© 2021 SugarCRM Inc. All rights reserved.No Touch Scheduling and Exception HandlingWorkOrdersMapViewServiceAreaFill Gaps InScheduleDrag & DropSchedulingTechniciansand SkillsTechnician Job29
© 2021 SugarCRM Inc. All rights reserved.Digitize Pen and Paper ProcesseseSignatureWorkAcceptancePartBarcodeJob FormNext JobJob ListOther ToolsGetDirections30
© 2021 SugarCRM Inc. All rights reserved.Data Driven Decision MakingCaseQueueCharts areDrillableActive orOverdue TasksCaseMetricsConfigure andPublishDashboardShow/HideDashlets31
© 2021 SugarCRM Inc. All rights reserved.Summingit Up32
© 2021 SugarCRM Inc. All rights reserved.End to End CustomerCommunication and ProcessesCUSTOMERENGAGEMENTFAST SALESCYCLESPRECISIONSERVICE33
© 2021 SugarCRM Inc. All rights reserved.Our Vision and GoalNO BLIND SPOTS• Full change history• Accurate predictions• Descriptive analytics• Complete and accuratecustomer data• Shared view acrossdepartmentsNO BUSY WORK• Calendar, email, mobile,documents, andomnichannel integration• Automated sales research• Data and processintegration• Pre-built data warehouseNO ROADBLOCKS• Reduced data gaps• Greater operational scale• Comprehensivecustomization• Integrate with anything• Scalable globalinfrastructure34
© 2021 SugarCRM Inc. All rights reserved.Q&A35
© 2021 SugarCRM Inc. All rights reserved.Thank You!36
© 2021 SugarCRM Inc. All rights reserved.sugarcrm.com37