Sugar Serve, SugarCRM's new customer service automation offering, puts everything agents need to work a support case right at their fingertips, in an integrated and optimized console experience. Sugar Serve is designed to streamline case management and issue resolution by focusing on making customer support professionals more effective every time they interact with a customer.
Sugar Serve, available in SugarCloud, seamlessly integrates with your existing Sugar Sell or Sugar Enterprise implementation, allowing your business to better optimize the customer lifecycle end-to-end, thus increasing customer satisfaction, retention, and recurring revenue, while lowering overall IT costs.
Key features of Sugar Serve
The centerpiece of the new Serve product is a newly designed and re-imagined Service Console; our fresh take on our case management user interface and productivity tools; SugarBPM-powered SLA management, routing and escalations out of the box; and many new reports, dashboards, and data visualizations for both customer support agents and their managers.
Serve integrates with Sugar Sell as well as the cloud version of Sugar Enterprise. Serve does not integrate with on-premise versions of Sugar Enterprise nor does it integrate with Sugar Professional (SugarCloud or on-premise). Customers of these products can purchase Serve, but the products will not interoperate or share data. It is recommended that customer migrate to Sell if integration with Serve is required.
More Excitement to Come
This is just the debut of a lot of great features and functionality that will be released in Sugar Serve. 2019 has been a busy year for us in the product group here at Sugar as we add Serve and continue rapid innovation across our core products, as well as SugarBPM, Hint, and our new Sugar Market offering. We're very excited to share what else we have in store.