Migrating to Sugar Sell and Serve
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In a recent webinar we explored the differences between Sugar Enterprise and Sugar Sell and Serve, shared the benefits of migrating, and provided an overview of the migration steps.
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Migrating to Sugar Sell and Serve
- 1. BrainSell Open Mic: The Benefits of Migrating to March 3, 2020
- 2. Housekeeping • 45-minute presentation with Q&A at the end • Type questions into the "question box" to submit them throughout the presentation • We'll send a copy of the deck and recording of the webinar in follow-up emails after the event #LearningWithBrainSell
- 3. About BrainSell • Founded in 1994 • A growth enablement company • We help companies thrive by solving their business challenges with guidance and technology. • Specialize in Customer Service, CRM, Business Intelligence, ERP and Marketing Automation technologies #LearningWithBrainSell
- 4. Agenda Introduction The Continued Benefits of Migrating to Sugar Sell & Serve Enterprise vs. Sell & Serve How to Migrate Live Q&A with Open Mics #LearningWithBrainSell
- 5. Today’s Presenters Ali Lipman Customer Success at BrainSell Martin Schneider Head of Corporate Strategy SugarCRM #LearningWithBrainSell Patrick Sullivan Senior Escalation Manager SugarCRM
- 6. The Continued Benefits of Migrating to Sell & Serve TIME-AWARE CUSTOMER EXPERIENCE PLATFORM Capturecustomer history, discover actionable insights, predict future outcomes and recommend next best actions • Delivers360°view over entirecustomerlifetime • UsesAI analysistounderstandpastand presentin order to predictthefuture • Aggregates, unifies,andaugmentscustomerdata NO-TOUCH INFORMATION MANAGEMENT Spend less time entering andfinding data and more time on high value work • Capturescontentautomaticallyasby-productof usersworking • Processesand analyzesdatatoprovidenext bestactionguidance • Presentsinformationin-contextwith users’dailyactivities CONTINUOUS CLOUDINNOVATION Trust in the most modern, durable,andfuture-proof CX platform on the market • Enablescontinuoustechnologyimprovementsat tremendouseconomiesof scale • Grows andexpandswith yourbusiness • Providesmarket-classscalability,extensibility,availability,and security LIFELONG COMMITMENTTO CUSTOMERS Customersforlife is both acontinuous product objective anda solemn business commitment • Deliver onpromises • Treatyoufairly • Be respectfulof yourtime • Put yoursuccessfirst TheFour Pillars
- 7. The Continued Benefits of Migrating to Sell & Serve NO-TOUCH INFORMATION MANAGEMENT CONTINUOUS CLOUD INNOVATION LIFELONG COMMITMENT TO CUSTOMERS TIME-AWARE CUSTOMER EXPERIENCE PLATFORM
- 8. The Continued Benefits of Migrating to Sell & Serve On the Roadmap for Sell & Serve… • Renewals Console (Available Now in Sell!) • Sales Console • Enhanced Lead SLA • Discover Insights Inside Sell UX • Workforce Management • Omnichannel Customer Response • Seamless Telephony Integration • Portal Improvements for Self-
- 9. Enterprise vs. Sell & Serve Sugar Productivity Add-Ons (Connect, Customer Journey, Hint) Time-Aware Analytics with Sugar Discover AWS as a Service Advanced Visual Workflow - SugarBPM Kanban View for Opportunities and Line Item Forecast Renewal and Service Console Views Continued Sugar Innovation
- 10. Enterprise vs. Sell & Serve Opportunity Management, Forecast, Quoting ✓ Enterprise features + recurring product management, console dashboard view X Account and Contact Management ✓ ✓ ✓ Service Case management, bug and feature request management, Web portal X Enterprise features + updated web portal, business centers, SLA management, team collaboration, time- aware service reports, service console Workflow Sugar BPM and legacy basic workflow Out-of-the-Box Lead SLA management using Sugar BPM Out-of-the-Box workflows for common service processes using SugarBPM Projects Legacy Project Module Customer Journey, Sugar Integrate, etc. Customer Journey, Sugar Integrate, etc. Release Schedule Annual Quarterly Quarterly enterprise
- 11. How to Migrate Feature Validation: • Projects • Legacy Workflow • SOAP API • Legacy REST API • Bugs, Cases, Releases, Case Portal Finalize list of users for Sell, Serve, and Sell & Serve Work with your Customer Success Manager to set up a test instance for functional validation
- 12. How to Migrate Complete setup for a test group Validate customizations and new features in your test environment Update production license with Sell/Serve seats. Apply any changes to production from the validation state Revalidate license keys Admin changes users to Sell and Serve in production
- 14. Thank You For Attending! Take Advantage of our Migration Concierge Services! Contact: alipman@brainsell.net (866) 356-2654 www.brainsell.net Follow us on Twitter: @BrainSell#LearningWithBrainSell
Editor's Notes
- Thank you for attending our Open Mic Event on the Benefits of Migration Sugar Sell and Serve. The presentation will begin in just a few moments
- But before we dive in, let’s take care of some housekeeping. If you have any questions during the presentation, please type them into the question box in your control panel. During the question section of this presentation, I will be unmuting mics for our open-mic portion of the event. If you wish to ask a question – please raise your hand so I can unmute you. You can also type your questions into the question box of the control panel for me to read out. This session is being recorded and we will share it with you via email. You can expect to see it in your inbox likely tomorrow morning.
- First, a bit about BrainSell. Out CEO founded the company 26 years ago this year in his bedroom, and over the years we’ve evolved from a pure reseller of software to a true consultancy with a variety of technologies and services that support growth initiatives. Today we have a portfolio of end-to-end business technology solutions in CRM, ERP, MA, BI, Support, and Sales Enablement. Our core focus is providing technology and services that help our clients become “growth enabled,” beginning with people and processes.
- Ali to run through Agenda Here is our agenda for today’s presentation. First – I will introduce our presenters Second, we will discuss the continued benefits of migrating to Sugar and Serve and why we are recommending it for all our customers Next, we’ll get into the differences between Enterprise and Sugar Sell + Serve so you can better understand the allocation of features between the product lines Then, we’ll walk you through the steps of how to easily Migrate from Sugar Enterprise to Sell and Serve Then, we’ll open the mics for a live Q&A session with the Sugar Customer Advocacy Team Stay tuned because at the end we have a special offer!
- I’d like to tell you exactly how Sugar is different from other vendors in this space. We call our differentiation “The Four Pillars”. The pillars define areas of distinction that Sugar stakes a legitimate claim to being the best in the industry. Our four pillars are: <click 1> Intelligent Customer Experience Platform – Harnesses customer data and discovers actionable insights and next best actions Companies have touted the benefits of advanced use cases like marketing attribution and utilizing online sentiment analysis in customer service. But they haven’t delivered on them. The reason is because these types of capabilities require a comprehensive 360o view of customer interactions, which has been elusive to vendors. Sugar’s Intelligent Customer Experience Platform finally delivers on the industry’s long-promised goals of a 360o customer view. The platform aggregates customer from a wide variety of internal sources, unifies the data into a single data model, augments it with data from external and 3rd party sources, and employs AI and machine learning to derive predictive insights and next best action guidance from the data. It also adds a time dimension to customer data so to enable time series analysis. <click 2> No Touch Information Management – Spend less time entering and finding data and more time on high value work No Touch Information Management is the Sugar design philosophy of taking advantage of every opportunity to automate the collection, processing, and presentation of customer information. No Touch Information Management captures information as an automated byproduct of the user working – engaging with customers, using other tools and systems, etc. It automatically processes and enhances data with predictive insights. And finally, it delivers customer data directly to users in-context with what they’re doing, within their tools of choice, so that they receive key insights just when they need them. <click 3> Continuous Cloud Innovation – Trust in the most modern, durable, and future-proof CX platform on the market Sugar makes extensive use of the most rapidly innovating commercial cloud technology available. Some CX vendors are hosted on a commercial cloud provider. But only Sugar makes such extensive use of the advanced technologies available from our cloud provider. As a result, our cloud infrastructure averages a 40% increase in new features and capabilities every year, while maintaining extremely competitive prices. Our cloud provider’s infrastructure is truly global, giving Sugar the ability to expand to 190 countries worldwide. Our data centers comply with 34 different security and compliance standards and are audited in an almost continuous fashion. All of this means that Sugar and our customers always have access to the most advanced, secure, scalable, and reliable infrastructure technology available, at prices driven by the enormous economies of scale only possible with the commercial cloud. <click 4> Lifelong Commitment to Customers – “Customers for life” is both a continuous product objective and a solemn business commitment The CRM industry is well-known for large, powerful software companies that under-deliver on promises while dictating the terms of relationships with their customers. “Lifelong Commitment to Customers” ensures a mutually beneficial relationship through shared clarity of purpose, promises kept, and mindful engagement. With Sugar, you can always count on a trusted partner to deliver on promises, treat you fairly, be respectful of your time, and put your success first. Of course, all vendors claim to be customer-oriented. How do you know that Sugar is for real? Because Sugar is uniquely recognized in the industry for its customer satisfaction scores, low churn rates, and the flexible way in which we do business. 2020 SoftwareReview CRM Emotional Footprint Champion 4-time PCMag Business Choice Award Winner for CRM Industry-leading churn rate and NPS
- I’d like to tell you exactly how Sugar is different from other vendors in this space. We call our differentiation “The Four Pillars”. The pillars define areas of distinction that Sugar stakes a legitimate claim to being the best in the industry. Our four pillars are: <click 1> Intelligent Customer Experience Platform – Harnesses customer data and discovers actionable insights and next best actions Companies have touted the benefits of advanced use cases like marketing attribution and utilizing online sentiment analysis in customer service. But they haven’t delivered on them. The reason is because these types of capabilities require a comprehensive 360o view of customer interactions, which has been elusive to vendors. Sugar’s Intelligent Customer Experience Platform finally delivers on the industry’s long-promised goals of a 360o customer view. The platform aggregates customer from a wide variety of internal sources, unifies the data into a single data model, augments it with data from external and 3rd party sources, and employs AI and machine learning to derive predictive insights and next best action guidance from the data. It also adds a time dimension to customer data so to enable time series analysis. <click 2> No Touch Information Management – Spend less time entering and finding data and more time on high value work No Touch Information Management is the Sugar design philosophy of taking advantage of every opportunity to automate the collection, processing, and presentation of customer information. No Touch Information Management captures information as an automated byproduct of the user working – engaging with customers, using other tools and systems, etc. It automatically processes and enhances data with predictive insights. And finally, it delivers customer data directly to users in-context with what they’re doing, within their tools of choice, so that they receive key insights just when they need them. <click 3> Continuous Cloud Innovation – Trust in the most modern, durable, and future-proof CX platform on the market Sugar makes extensive use of the most rapidly innovating commercial cloud technology available. Some CX vendors are hosted on a commercial cloud provider. But only Sugar makes such extensive use of the advanced technologies available from our cloud provider. As a result, our cloud infrastructure averages a 40% increase in new features and capabilities every year, while maintaining extremely competitive prices. Our cloud provider’s infrastructure is truly global, giving Sugar the ability to expand to 190 countries worldwide. Our data centers comply with 34 different security and compliance standards and are audited in an almost continuous fashion. All of this means that Sugar and our customers always have access to the most advanced, secure, scalable, and reliable infrastructure technology available, at prices driven by the enormous economies of scale only possible with the commercial cloud. <click 4> Lifelong Commitment to Customers – “Customers for life” is both a continuous product objective and a solemn business commitment The CRM industry is well-known for large, powerful software companies that under-deliver on promises while dictating the terms of relationships with their customers. “Lifelong Commitment to Customers” ensures a mutually beneficial relationship through shared clarity of purpose, promises kept, and mindful engagement. With Sugar, you can always count on a trusted partner to deliver on promises, treat you fairly, be respectful of your time, and put your success first. Of course, all vendors claim to be customer-oriented. How do you know that Sugar is for real? Because Sugar is uniquely recognized in the industry for its customer satisfaction scores, low churn rates, and the flexible way in which we do business. 2020 SoftwareReview CRM Emotional Footprint Champion 4-time PCMag Business Choice Award Winner for CRM Industry-leading churn rate and NPS
- Thank you Martin! Now that we have heard about the benefits of Migrating to Sell and Serve and all of the great features that are coming down the pike, I want to use my time to go through detailed product differences. This slide provides an overview of benefits of being on the new platform. First, you will have access to Sugar’s productivity add-ons like Connect for email integration, Customer Journey for process management, and Hint for data enrichment. All of the things that combat data entry fatigue and increase benefit to effort ratio when your sales team uses the CRM while giving them access to an end to end consolidated customer view. Then with Sugar discover – you have the ability to continuously monitor KPIs, proactively alert user, and automatically surfaces root causes and risk before it effects your business AWS – AWS hosting is only about 15% of the value that Sugar passes through to the customer. Using AWS services gives Sugar and it’s customers access to a broad range of technology, allows Sugar to deliver innovation at pace unmatched by competitors using proprietary cloud hosting, and provide all this technology at massive economies of scale. Furthermore, it will enable you the customer to integrate using common skills and technology. The possibilities are endless. Some of you are already familiar with SugarBPM – the advanced visual workflow designer, but Sugar Sell and Serve come equipped with out of the box workflows that help solve your common business challenges Sugar is continuously simplifying views for sales and service users as is evident through the Kanban view for opportunities and the renewal and service consoles that Martin talked about The most compelling reason for migrating however, is to be a part of the continued innovation that Sugar is putting into its platform – with great feature updates coming to you on a quarterly basis.
- Here is a simplified comparison guide between Enterprise and Sell and Serve if you switch today. Keep in mind that Enterprise, Sell and Serve have been very similar up until this point, but will begin diverging more and more in the coming year. For your pipeline and opportunity management, in Sell you will see new recurring product management features, and console views on your dashboard. In Serve, you will find an update customer web portal, business center and SLA management, team collaboration, time-aware service reports out of the box, and a service console for simplified case management. As I mentioned before, Sugar Sell and Serve come equipped with out-of-the-box workflows to help you automate common business processes. For Project Management – Sell and Serve have customer journey to manage processes and can integrate with project management systems And of course, we’ll continue to deliver innovation to you once a quarter. Feel free to send your questions over, but now I’m going to hand it over to Patrick who will walk us through how to Migrate!
- How much does it cost to migrate? – Even if you want sell and serve we’ll give it to you as long as it fits your use case Can or Sell and Serve be hosted on premise? Are there read-only licenses for Sell and/or Serve? – yes limited-use licenses available Can we move to Sell now and add on Serve later? What if we’re using the projects module ? – customer journey and integrate for pm or have repurposed the case module? Legacy Workflow to SugarBPM? – streamlining getting done to core business rules instead of 1:1 workflow model. OOB workflows. Better for IT overhead and maintenance When will Discover be available for custom modules, serve, and market
- Ali to wrap it up