Sugar’s CX & Product teams are looking for participation from customers who have an interest in sharing use cases and challenges to help drive changes to Sugar’s platform to support your business needs.  

April’s open conversation will have breakout sessions to cover two main topics: 

1. Improving Service / Support Team productivity - led by Eric Okimoto, Senior Director of Product Management 

• What challenges do your support agents encounter when working in SugarCRM? 
• What problems do you have managing your Support Agents’ workload?  
• What communication channels is your team leveraging outside of SugarCRM?  
• Do you have an omnichannel presence that you would like to see better embedded into your SugarCRM  (Zoom, Microsoft Teams, or other channels of Customer Engagement)? 
• Does your team communicate in the platform (SugarCRM) and if so what challenges do they have? 

2. Viewing & Logging Communications and Interactions with your Customers – led by Ellen True, Senior Director of Product Management 

• How do you capture and leverage communication touchpoints within your CRM? 
• Do you currently look at your customers’ or prospects’ engagement (such as opens, clicks)? How would you like engagement information to show within your CRM?  
• Challenges you face having your CRM keep a log of interactions happening outside of your CRM 
• Do you / how do you use Sugar’s Timeline feature? 

This session is best for: 

• Sales or Customer Success users who are on the lookout for recent communications to customers 
• Support Agents (anyone who uses the case management module) 
• Service or Sales Managers 
• CRM Administrators 

Register now to secure your spot!