Voice of Customer / Feedback integration with SugarCRM

77% of consumers view brands more favorably if they seek out and apply customer feedback.

In 2021 we are looking to roll out a VoC initiative to collect feedback from our customers. This could range from NPS/CSAT type surveys on support to product feedback questions. It makes sense for this information to live within the CX / CRM platform.

Have other companies using SugarCRM integrated this successfully and do you have advice on how we do that? How do you do it at Sugar?

I see SurveyRocket has a SugarCRM plugin. Has anyone had experience with this? Is this a good choice or is this type of development expected within the SugarCRM roadmap.

Looking forward to your thoughts!

+1 Jana Ferguson over 4 years ago

Hi Glenn,

My name is Jana and I manage the VoC program here at Sugar. I'm happy to share what we do. We administer our program through a tool called CustomerGauge. Integration work is currently in progress to join the two systems, and that integration would be available for any CustomerGauge/Sugar joint customers moving forward. I don't have any direct experience with SurveyRocket, but perhaps one of your fellow Club members has and can weigh in.

While we have always valued customer feedback, we began a formalized VoC program towards the beginning of 2020 and have been refining it ever since. It is a big initiative that impacts all parts of the business. I'm happy to connect directly and share more.

Thanks!

Jana

Director, Customer Enablement | SugarCRM
0 Glenn Buchan over 4 years ago in reply to Jana Ferguson

Thanks Jana - would love to connect and here more! Can you reach out? glenn.buchan@rystadenergy.com
0 Jana Ferguson over 4 years ago in reply to Glenn Buchan

Absolutely! You beat me to it. I was in the process of looking up your information. I'll send you a private message shortly.

Director, Customer Enablement | SugarCRM
0 John Kitsmiller over 4 years ago

We are looking at doing the same thing right now. I was actually just talking to a couple of folks from Sugar, but on the deployment side. Last year we used Microsoft Forms because it allows branching. But then none of the data is in CRM.

They suggested External Form Connector so I am going to play with that over the next few days to see if I can link it to Microsoft Forms to get the logic/branching we need.
0 Glenn Buchan over 4 years ago in reply to John Kitsmiller

Thanks for the input John. Appreciate it and good to hear from you. Integration for us in number 1 priority. If we can build it into customer data and BPM then that would be ideal so Jana's suggestion sounds interesting or perhaps for now a survey tool that integrates to SugarCRM directly. I'm not sure if you have SugarMarket but have you considered using the forms in there to also achieve similar results?
0 John Kitsmiller over 4 years ago in reply to Glenn Buchan

We do use Sugar Market, and I started working on a Form, but there is no way (that I can find) to build logic or branching into it.

For example, if I have a questions "Have you ever contacted Support" and they answer "No" I don't want to ask them about their experience with Support.

My mention of the External Form Connector is actually in Sugar Market.
0 Glenn Buchan over 4 years ago in reply to John Kitsmiller

Fully understand now. Interesting. This is something we hadn't considered - use an external survey and link it through external form connector. We will look into this too. Thanks John.