sugarcon 2013: building user adoption with enhanced user experiences
DESCRIPTION
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.TRANSCRIPT
Building User Adoption with Enhanced User Experiences
Matt DavidsonCE0 – USAFact, Inc.
• Gross Sales are up 19%• Net Profits up 88%• Bottleneck Resolutions:
– EchoSign Integration– “Change Order” Module– “FireFall” Synchronization
• Project Highlights:– <$2000 Project– <40 hours of development– Immediate DEFAULT
deployments– 18+% Productivity Gain
About
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?
?
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
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
Improve Accountability:
Our Previous, Temporary Solution: .xls and file cabinets (6 months)
The SugarCRM “Change Order Checklist” (COC) Solution: Replaces Both The Poor, Original Process and Temporary Process Improvement
• CLIENT ID• NET Opportunity Values (+ & - )• Check Boxes and Date Fields• Dept Head Signatures and Special Notes
• Dashlets: All Client COCs noted• Full Transparency• Complete Accountability
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?
Epicom’s Solution
• The Project: – Sync SugarCRM with USAFact’s Legacy System
• The Challenge:– Legacy system was built using a different
programming language than Sugar.
Legacy System
Resulting Workflow
Sales LinksAll Contact,Account,Document,EchoSign,Quote,And OpportunityDetail to the COC Module or its Subpanels
Upon SAVE, Custom “Status”Elements Auto-matically Pass ALL Account andContact Data to Legacy Operations and Client Care Applications
COC Passes to Ops for any Prep needed
Tech DeploysThe Change,With all Sales,Product Catalog,Standard/CustomConfiguration Details Pre-linkedinto the COC. No Paper Documents,No Emails.
Within SugarCRM
Due Date
Once Tech Completes the Change, and UponChange Due Date,COC is Passed to Account Mgmnt.For Client Notification or Training
Add users, products, branches
The Solution: Create custom fields in Sugar Create business logic hooksWork closely with USAFact legacy system developersLess 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
Epicom’s Solution
Thank You