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How do your users use Sugar Mobile?

Brenda Rossetto

Hi everyone, it's Brenda with SugarCRM here - I work on the documentation team and in particular, I document Sugar Mobile, among other products.

I'm curious to know how you and/or your users use the mobile app! What are your typical use cases? Sales reps making in-person visits to prospects, service agents making service calls to customers, or something else entirely?

I'd love to hear more about your industry and your specific usage of the app:

  • Which modules you use on mobile

  • Which additional mobile features (dashlets, SugarBPM processes, calendar, the brand new Doc Merge, etc.) you take advantage of

  • If you rely on offline mode much

  • If you use an SDK-customized version of the app or not

Include as little or as much detail as you like. Slight smile

I'd love to get your input so I can learn more about the ways the mobile app is being used. I'm interested to learn more perspectives and it also helps me understand how to frame the user guides (Android and iOS) and what types of use cases are worth walking through in help articles.

Thanks in advance for sharing!

-Brenda

  • My Sales group uses the mobile app to retrieve data more than entering data whiile on the road.  This would include finding addresses to plug into the GPS, finding the contact name and phone number.  They would also sometimes review previous email communications. to verify time of appointment.  They dont use it to enter data.  They dont use it in the office and prep for visits in the office.

  • Hi Brenda,

    here some quick fire answers from our side:

    Modules:

    Regarding the most important entities, we are mainly using Accounts, Contacts and Opportunities on Mobile. We will probably add Quotes to the mix soon, since we are shifting from a previously heavy use of opportunities only for the full product lifecycle to using Quotes and QLIs as well. Addtionally of course, calls and meetings - our SalesReps love the functionality of Speech to Text to fill in Description fields and making notes as well as the option to directly create a call in the app, when dialing directly from the app.

    Additional Features:

    Currently none of them, because we are not on a version with the system that supports most of those (still on 11.0).

    Offline Mode:

    We don't use it, since our users need to have VPN activated to access the system, that's why they only use the app  in online mode, anyway.

    SDK:

    Nope, we are using the app in standard version.

    Hope it helps!

    Best regards,

    Julia

  • Sugar Employee Badge in reply to Mark Blaszka

    Hi Mark, thanks for sharing this - interesting to hear the "retrieving data only" use case. So it sounds like your Sales group does most of their work and preparation before leaving the office. I can relate to this myself since I personally much prefer a keyboard and a mouse over a touch screen. Slight smile Would you say that they might actually do data entry on the road if it were easier or certain tools were available on the app, or do they just have no reason to do it and might as well wait until they're back at the office?

  • Sugar Employee Badge in reply to Julia Weinhold

    Hi Julia, thanks for all the input! Glad to hear the speech-to-text option is working well. As I was just saying to Mark above, I don't enjoy typing on a touch screen myself!

    Ah that makes sense - as VPN users, you don't have the choice but to use the app while online.

    Once you upgrade to a newer Sugar version, be sure to check out some of the mobile versions of the new features. There's some really cool stuff the team has released in the last year or so. It's been an exciting and busy year for me trying to keep up with documenting it all. Smiley

  • in reply to Brenda Rossetto

    They dont have the thumbs for it.  Crowd is a little older.  Sugar in general is better on a laptop entering than on a phone.  If we went to a tablet with a connecting keyboard, maybe, as they can be more detail about their activities information that would be entered.  When I was on the road, I would enter details about the customer stop outside in the parking lot since our old CRM had an offline mode to enter than it would upload later.