Sugar Serve
SugarCRMReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
34 reviews
from
External reviews are not included in the AWS star rating for the product.
Simple and Easy to use for users and admins alike.
What do you like best about the product?
The user experience is consistent across the various modules, including anything that is customized. Users are able to utilize the system from their computer and mobile devices when they are on the road. They are also able to integrate the Outlook accounts for quick and easy archiving of emails from customers and distributors. Users are able to access the system daily, including weekends. Implementing Sugar, was assisted with the cloud team of Sugar to assist with implementing our environment based off of our business needs and use cases.
What do you dislike about the product?
The customer portal is limited in it's current capability. Would like to be able to leverage it as a customer support portal for both customers and distributors.
What problems is the product solving and how is that benefiting you?
Customers are able to fill out a web form to request assistance. This is then imported into Sugar, and then routed to the customer service team. Currently the system is more manually driven as the current solution is more of a stop-gap without a fully fledged out cutomer portal.
Most of our use case is utilizing the platform for our Sales and Marketing team to drive customer sales, engagement, and retention.
Most of our use case is utilizing the platform for our Sales and Marketing team to drive customer sales, engagement, and retention.
A great improvement for our support team!
What do you like best about the product?
The best feature is probably that tickets are seamlessly integrated with our CRM data which is where we manage our sales and operations, however the actual ticket management functionality is very good as well.
What do you dislike about the product?
We have not run into any major downsides yet, as everything has been very easy to customize to our needs.
What problems is the product solving and how is that benefiting you?
customers can submit support tickets via email, that route directly into serve. Employees can also create tickets on behalf of customers or for their own internal needs. Everything is available to the whole company and very transparent which is much better than our former platform.
Knowledge Base Functionality is Limited
What do you like best about the product?
The reporting cabailities are helpful. It is easy for me to create a report that extracts data from our Knowledge Base. Also the ability to create dashboards is intuitive.
What do you dislike about the product?
As someone that manages our Knowledge Centered Service program, the Knowledge Base management aspect of Serve seems lacking. Search functionality is our biggest hurdle with the Knowledge Base. Reps can struggle to find the correct article to attach to a case which can affect their KPIs and goals. Currently, search only looks at the Title of the article and the Applies To section and is very keyword specific. I wish that it had functionality to search the entire article, body included, similar to Google.
The integration of knowledge base works okay. We have implemented some features, such as an Article Preview, that still does not work properly.
The integration of knowledge base works okay. We have implemented some features, such as an Article Preview, that still does not work properly.
What problems is the product solving and how is that benefiting you?
The reporting is Serve allows us to pull case data related to specific Knowledge Base articles and case drop downs in order to trend issues and access the Voice of the Consumer. This data has allowed us to make a number of product, website, and service improvements at Avery.
Great ticketing, especially if you already use Sell or Market
What do you like best about the product?
Seemless integration with Sell/Market. If you're already in on one of those products and need CS ticketing, this is an easy win!
What do you dislike about the product?
I suppose if you're not already invested in the Sugar eco there's not at much interest.
What problems is the product solving and how is that benefiting you?
Internal and external ticketing.
Easy to navigate
What do you like best about the product?
Accesability and its easy to use and manage your book of business . Also allows you a better way of keeping track of your interactions.N/A
What do you dislike about the product?
So far my experience has been great, I had not expience any issues.
What problems is the product solving and how is that benefiting you?
Being able to manage book of business
Great CRM to work with!
What do you like best about the product?
It's user friendly and ticks all the boxes we need in a CRM for our company.
What do you dislike about the product?
The amount of storage and the fact that we have to pay more on a regular basis for storage.
What problems is the product solving and how is that benefiting you?
It helps us organize our clients and allows us to work more efficently as a team to provide customer service.
Our Go To Database
What do you like best about the product?
I like the use interface is not complicated and everyone seems to be able to navigate well.
What do you dislike about the product?
I would like to be able to customize the colors
What problems is the product solving and how is that benefiting you?
it helps with running reports for management
It's ok
What do you like best about the product?
Helpful in making sure the cases are handled.
What do you dislike about the product?
It's cimbersome and not the most intuitive
What problems is the product solving and how is that benefiting you?
I can;'t really say it's solving a lot of provlems
Sugar CRm its really useful when it comes to make a quote.
What do you like best about the product?
How Sugar CRM saves all the information for future quotes.
What do you dislike about the product?
theres nothing I dont like about sugar, everything is fine about it
What problems is the product solving and how is that benefiting you?
The way it saves information and you dont make mistakes
The Service Console is all you need to see to know Serve is a top tier solution.
What do you like best about the product?
Sugar Serve condensates all the information you need to take customer service to the next level.
ANYTHING that you need to know about your clients can be either entered by the user or integrated with another solution to have the whole picture in one screen.
Also, multichannel communication is key for us. Our clients can reach us by email, call, bot, and many others, and we still have everything centered in the Sugar database.
ANYTHING that you need to know about your clients can be either entered by the user or integrated with another solution to have the whole picture in one screen.
Also, multichannel communication is key for us. Our clients can reach us by email, call, bot, and many others, and we still have everything centered in the Sugar database.
What do you dislike about the product?
The Customer Journey is a part of the solution that it´s mighty, but you need to make various iterations to have it on point for the SLA´s; although the certificated partner helps you to configure it, the company keeps evolving, and you need to adjust.
What problems is the product solving and how is that benefiting you?
Simple, having everything in one sight.
Before Serve we needed to go to many solutions to look for the information, service level, last communication, status, etc. Now we have all in Serve plus having all the departments involved keeps us on time for the responses.
Before Serve we needed to go to many solutions to look for the information, service level, last communication, status, etc. Now we have all in Serve plus having all the departments involved keeps us on time for the responses.
showing 11 - 20