What are some of the most useful process definitions that you have added to your business? Ones that changed the way you work and saved time. What was a game changer for you?
The most useful we've introduced is the TimeLine in Sugar
Along with an automated collection of custom logical key events on the TimeLine it does change the way users work - users and managers get the content they would like to be aware of and get it in the form of prepared conclusions, so that they may not spend time on combining and interpreting bunches of raw physical CRM data
Let me show a real difference
With TimeLine, the user may just read the conclusion e.g. about the event happened at 2021-05-06 2:00pm :
"P1 Case #234 was closed for Tier1 customer with SLA Broken"
Now, what raw data should the user deal with in case of no TimeLine?
Let's make a list:
Please estimate how much time the user would spend on this in comparison instead of just reading "P1 Case #234 was closed for Tier1 customer with SLA Broken" on the Timeline for customer X.
That is why we believe that introducing TimeLine and logical events in a form of conclusions in CRM is one of the biggest advantages for the way of working - it boosts operational awareness and cuts time users might spend on raw CRM data processing.
In turn, the BPM processes help to automate, including awareness processing - e.g. to decide who to send the email with the subject "we are so sorry that SLA was broken for Case #234"
I hope this helps
Also, I'd suggest moving this topic to Best Practices chapter because it is not about Sugar development but rather Sugar usage - SugarBPM is out-of-the-box and TimeLine is provided with TimeLine Viewer addon - no need to develop anything
We make work in Sugar CRM system faster, more convenient and efficient