SugarCRM Reimagines the Future of Customer Experience

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Groundbreaking Management of Time-Aware Data Allows Businesses to Rewind the Past and Forecast the Future to Better Engage with Customers

SugarCRM Inc.®, the company that helps organizations deliver exceptional customer experiences, is driving the future of the industry as the only vendor providing customers a complete view of their data, both historical and forward-looking with its time-aware customer experience (CX) platform. The time-aware foundation is one-of-a-kind, recording, storing and making available all the data needed to intelligently forecast the future for businesses of all sizes.

“For us and our customers, the future is now. And it’s about time—which is one of the most valuable assets in business.” – Rich Green, SugarCRM Chief Technical and Product Officer

“It took SugarCRM to introduce a concept that both makes a bunch of sense and makes you wonder why you hadn’t heard of any other companies talking about time and incorporating it into their platform,” said Brent Leary, co-founder and Partner of ​CRM Essentials, LLC​. “I think the potential is there for this to have a significant impact by using machine learning and time coefficients to detect anomalies and patterns and could be a game-changer for surfacing more successful next-best actions and recommendations.”

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One of the great failings of the majority of CRM systems, SugarCRM’s time-stamped data helps customers dig deep, uncovering insights that provide answers to questions that were previously unanswerable, such as the average amount of time leads spend in the pipeline and at what stage, by reviewing the actual progression of leads over time. A standard application database would only show the current stage of that lead, without any historical data.

“Everything that we do, from marketing to sales to service, is recorded in Sugar,” said Brant Myers, Client Services Manager of ​Terradatum​, an industry leader in real estate analytics. “Every call is routed, and every case is created. All of that activity is recorded, and it’s how we measure our performance.”

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Powered by ​Sugar Discover​, SugarCRM’s wide-ranging analytic insights platform, the database is available for customers to access when they’re ready to find answers to complex questions, locate anomalies, study patterns, decipher data or compare recent performance to a select period in the past.

“When you’re only seeing a snapshot in time, you don’t really understand your customer or your business, and you certainly don’t have the ability to intelligently predict the future,” said Rich Green, SugarCRM Chief Technical and Product Officer. “It’s not enough to say, ‘here’s the state of our customer,’ you have to know what it took to get them to that state, and our time-aware foundation helps clients do exactly that.

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