Matthew Davidson, USA FACT CRM has done wonders for sales, but bottlenecks can still exist across other departments when trying to deploy a client order. For USAFact, closing a new client and adding branch locations used to often represent a week-long endeavor of redundant, manual work, in order to properly reflect the information across other critical USAFact applications and client environments. In this session, Matt Davidson, CEO of USAFact, will show you how USAFact cost-effectively integrated Sugar with these legacy applications and how simple status updates in Sugar now ensure that all client sales and change requests are expertly deployed.

1. Building User Adoption with
Enhanced User Experiences
Matt Davidson
CE0 – USAFact, Inc.

2. • Gross Sales are up 19%
• Net Profits up 88%
• Bottleneck Resolutions: About
– EchoSign Integration
– “Change Order” Module
– “FireFall” Synchronization
• Project Highlights:
– <$2000 Project
– <40 hours of development
– Immediate DEFAULT
deployments
– 18+% Productivity Gain

3. Identifying the Issues
• 5 Very Organized Departments:
Sales, Tech, Ops, Accounting, Client Care, etc.
• A Great CRM Plan Speeds up The Sales Process
• Why is Your CRM “Ignored” by Other Departments?
– Value?
– Workflow?
– Access?
• Do Resources of Other Departments Mesh?

4. Where Does Sugar Fit: Human/Application/Workflow Demands
• Identify Where Sugar Sits in Your Current Workflow
• Question for the Audience: Is Sugar Helping or Hurting in the
Configuration (“Current State”)
• Re-Design to Accommodate H/A/W Demands (“Future State”)
• When Possible, Consider H/A/W With a “Stock” SugarCRM

5. Improve CRM Adoption
• Sales and Operations “Pairing”
• Accept “Version 1.0, etc.” Mindset
• Put a Temporary Solution in Place
• Plan for the Pending CRM Solution to
Satisfy All Dept Needs . . . But Quietly
Steer the Executive Goal at Improved
Accountability

6. Improve Accountability:
Our Previous, Temporary Solution: The SugarCRM “Change Order Checklist” (COC)
.xls and file cabinets (6 months) Solution: Replaces Both The Poor, Original Process
and Temporary Process Improvement
• CLIENT ID • Dashlets: All Client COCs noted
• NET Opportunity Values (+ & - ) • Full Transparency
• Check Boxes and Date Fields • Complete Accountability
• Dept Head Signatures and Special Notes

7. Integrate and Automate
• Any Accountability Workflow Should be User-Simple
• Improved Accountability Must Consider Automation
• Does the Process Dump More Work Elsewhere?
• Can Process Include Automation?
• Can The Automation Sync H/A/W?

8. Epicom’s Solution
• The Project:
– Sync SugarCRM with USAFact’s Legacy System
Legacy System
• The Challenge:
– Legacy system was built using a different programming
language than Sugar.

9. Resulting Workflow Once Tech
Within Due Date Completes the
SugarCRM Change, and Upon
Add users, products,
branches Change Due Date,
COC is Passed to
Account Mgmnt.
For Client
Notification or
Training
Sales Links Upon SAVE, Tech Deploys
All Contact, Custom “Status” The Change,
Account, Elements Auto- With all Sales,
Document, matically Pass Product Catalog,
EchoSign, ALL Account and Standard/Custom
Quote, Contact Data to Configuration
And Opportunity Legacy Operations Details Pre-linked
Detail to the COC and Client Care into the COC. No
Module or Applications Paper Documents,
its Subpanels No Emails.
COC Passes to Ops
for any Prep needed

10. Web Demonstration

11. Epicom’s Solution
The Solution:
Create custom fields in Sugar
Create business logic hooks
Work closely with USAFact legacy system developers
Less than 16 hours to develop and integrate
The Result:
Everything happens on the back-end,
resulting in easy adoption of the
integration and less manual data entry
due to automation of data flow

12. Thank You