SugarCRM presentation by Marketing Industries BV Netherlands. See also: Presentation - 0 Overview Presentation - 1 Marketing Automation Presentation - 2 Sales Force Automation Presentation - 3 Customer Support Presentation - 4 Reporting Presentation - 5 Platform Presentation - 6 Collaboration

1. SugarCRM Customer Support ©2008 SugarCRM Inc. All rights reserved.

2. Central repository for customer support and product issues Share knowledge and case resolutions across teams Reduce costs through customer self-service 2/23/2010 ©2008 SugarCRM Inc. All rights reserved. 2 Create a Consistent Customer Experience

6. Knowledge base exposes FAQs, common resolutionsReduce costs through customer self-service No ability for customers to help themselves

7. Gain a complete view of support request history Escalate unresolved issues for resolution Monitor the effectiveness of case responses 2/23/2010 ©2008 SugarCRM Inc. All rights reserved. 4 Case Management

8. Shared group inbox manages and assigns cases based on workflow rules Automatically attaches to customer account record for better understanding of customer issues Issues can be prioritized and assigned 2/23/2010 ©2008 SugarCRM Inc. All rights reserved. 5 Inbound Email

9. Helps support teams to better manage and share information Supports FAQs, files, search and user ratings Utilizes a Wiki-like user interface for managing content Expose to customers for self-service 2/23/2010 ©2008 SugarCRM Inc. All rights reserved. 6 Knowledgebase

10. Systematic tracking of product defects Provides feedback loop to development and support Identify common problems and provide resolution 2/23/2010 ©2008 SugarCRM Inc. All rights reserved. 7 Bug Tracking

11. Customers can log cases, upload relevant information, and track cases to resolution Update account information and newsletter subscriptions Reduces the number of inbound support calls 2/23/2010 ©2008 SugarCRM Inc. All rights reserved. 8 Self-Service Portal

12. Monitor the effectiveness of case responses Identify and prioritize customer problems Measure how issues are resolved across individuals and teams 2/23/2010 ©2008 SugarCRM Inc. All rights reserved. 9 Case Reporting

13. Start with SugarCRM within days Professional CRM system Easy to use Collaborate with other applications and databases Cost effective, no need to invest in: Servers Server software Databases Application managers Database managers Back-up 2/23/2010 ©2008 SugarCRM Inc. All rights reserved. 10 Your advantage

14. 2/23/2010 ©2008 SugarCRM Inc. All rights reserved. 11 More information? Presentation - 0 Overview Presentation - 1 Marketing Automation Presentation - 2 Sales Force Automation Presentation - 3 Customer Support Presentation - 4 Reporting Presentation - 5 Platform Presentation - 6 Collaboration Marketing Industries BV Televisieweg 56 1322 AM Almere The Netherlands Tel +31 36 536 72 33 www.marketingindustries.nl info@marketingindustries.nl