APPLICATION EXAMPLES
The use of a CRM is as diverse and complex as the customer themselves.
This overview provides some application examples. Let yourself be inspired.
CleverReach integration for Sugar – across all tools
Industry: Department store
Products used: Sugar, CleverReach
Customer since 2021
Different tools are often used for email marketing and CRM, which requires manual data imports and exchanges and makes data exchange difficult due to different fields in the systems.
This also complicates the personalization of campaigns, as segmentation has to be laboriously carried out manually and information may be missing.
The long-established department store Ludwig Beck, which runs email newsletter campaigns for successful shop marketing, chose our CleverReach integration for Sugar. The goal was to leverage the potential of automated data exchange across multiple systems (shop, ERP, CRM, and newsletter tool) while simultaneously ensuring a smooth and easy workflow. Our solution also proved its scalability.
You can read more information about the CleverReach integration for Sugar in this blog.
Subscription-Management and Chargebee-Integration
Industry: Software as a Service (SaaS)
Products used: Sugar, Sugar Integrate, Chargebee
Customer since 2019
The goal was to automate the management of software subscriptions by synchronizing data from three different solutions. All process steps were also optimized for an optimal user experience and rapid availability. Now, despite many complex calculation formulas, discount scales, and approval specifications, quotes can be created in less than a minute using a pricing calculator we developed ourselves. We also developed special layouts for quotes and invoices.
The optimized ordering process works in two ways:
1. Sales creates a quote in Sugar. Once accepted, the relevant data is synchronized with the Chargebee tool, which handles payment and invoicing.
2. Self-service: In a self-service portal developed by the customer, the end customer receives an overview of their subscriptions and can compile and order products and product features themselves. The data is then transmitted to Chargebee and simultaneously synchronized with Sugar. Support and customer success employees thus always have up-to-date information on products in use, renewals, cancellations, or upsells. We have also developed workflows and alerts in Sugar to ensure that important information is not lost.
Conclusion: In close collaboration with the customer, we developed a solution that optimally simplifies the workload of users and managers. The result is drastically reduced administrative effort and exceptionally accelerated processes.
As a key pillar of the business model, the new solution is a key resource for the future positive development of the customer organization.
Higher conversion thanks to standardized processes
Industry: Software as a Service (SaaS)
Products used: Sugar, Hej CTI, Sipgate
Customer since 2019
Appointment scheduling workflow ensures better conversion
The customer previously had no standardized process for lead qualification or scheduling demo appointments for a software solution. This has been changed. A key component: a CTI integration, which now allows phone calls to be initiated directly from the CRM tool with one click and notes to be conveniently and quickly added during the call. The call result is selected from a dropdown menu, which opens a follow-up screen for scheduling a demo or follow-up appointment.
The result: more calls, better options for evaluating call results, and overall higher conversion thanks to optimized, standardized processes.
Sophisticated data synchronization and better employee networking
Industry: Telecommunications
Products used: Sugar
Customer since 2013
Data integration from multiple systems, networking of different departments, CRM strategy expanded together.
For the top 3 telecommunications provider in Germany, it is important to ensure cross-system data exchange and to provide its employees with up-to-date information and key performance indicators (KPIs) at all times.
To this end, the CRM strategy was further developed in collaboration with us, and sales-related processes were optimized and expanded. In the process, paper processes were also digitized, thus accelerating and automating collaboration between multiple departments. This led to significant time savings and increased efficiency.
Create offers in German and display them in different national languages
Industry: Mechanical engineering / manufacturing
Products used: Sugar
Customer since 2008
For an internationally operating mechanical engineering company, we were able to significantly simplify and accelerate the quotation creation process by creating quotations in Sugar in German, but outputting them in the customer’s national language, including the applicable tax rates and country-specific peculiarities.
For this purpose, all components of the quotation were stored in different languages (including English, Chinese, Korean, and Italian); the required product texts come from SAP. The employee simply needs to select the language when creating the quotation and then create all quotation items in German (or any other language) as usual. The document is then automatically converted into the corresponding national language. This allows Chinese employees to create an Italian quotation, and vice versa.
Ordermanagement-Integration
Industry: Software/IT Services
Products used: Sugar
Customer since 2013
Make data from the order management system available in the CRM
Sales-relevant information (invoice data, invoice PDFs, products) from the order management system is now also available in the CRM tool thanks to an integration.
In addition to analyses to identify cross-selling and upselling potential, for example, information about overdue invoices is also stored for each contact, all color-coded. This keeps sales up to date at all times, allows them to address customers directly, and respond to potential inquiries.
Ordermanagement-Integration
Industry: Software/IT Services
Products used: Sugar
Customer since 2013
Automate Offer Follow-Up Process
Industry: Management Consulting
Products Used: Sugar
Client since 2015
Following up on offers takes time. To ensure this doesn’t get lost in everyday stress, we have developed a workflow that automates the follow-up process. After a predefined period, a reminder email is sent or a task is created in the CRM tool to follow up.
This way, offers stay on your radar and you don’t lose orders to competitors because you responded too late.
Map complex and customer-specific pricing models in Sugar
Industry: Media/Advertising and Agencies
Products used: Sugar
Customer since 2013
For a media marketer, we mapped their complex pricing structures (including PDF layout), consisting of numerous different price tiers, discounts, and commissions, directly into Sugar. Employees no longer have to manually calculate prices that depend on a variety of factors; they simply enter the respective quantities; the program then determines the corresponding values.
This way, errors are avoided, the process is accelerated and a lot of time is saved when creating an offer.
CleverReach® integration for Sugar – always up-to-date data (sets) across all tools
Industry: Health
Products used: Sugar, CleverReach
Customer since 2019
Different tools are usually used for CRM and email marketing. Unfortunately, important information often gets lost: Did a contact open a newsletter, click a link? Which emails did they even receive? Previously, this required importing and exporting data and manually adjusting it. This was a lot of work, and error-prone.
For one of our clients, we developed a Cleverreach® integration for Sugar. This automatically synchronizes data and contact lists between Sugar and CleverReach®, provides visibility into analyses for each contact, and much more.
Marketing and sales are always up to date, and time-consuming rework – both in Sugar and CleverReach® – is a thing of the past.
You can read detailed information about our CleverReach® integration for Sugar in this blog article.
Clearly present sales processes
Industry: Media technology industry
Products used: Sugar, Kanban Add-on
Customer since 2012
A customer’s sales process was standardized and optimized by introducing predefined workflows. From inquiry to close, the individual process steps are now clearly presented thanks to the Kanban view.
Important information, key figures and potential bottlenecks are quickly available at the click of a button, such as where processing is stalled or how many days an offer is in a certain phase – particularly helpful for sales managers when it comes to sales management.
Automatically enter business cards into CRM tool
Industry: Media technology industry
Products used: Sugar, snapADDY
Customer since 2012
Anyone who has to manually enter many business cards into a CRM tool, for example after a trade fair, knows how time-consuming and error-prone this can be.
We optimized this process for our client with the help of our partner snapADDY. Their app allows business cards to be easily scanned with a smartphone and directly created as a lead/contact in the CRM tool. Data recognition is so precise that corrections are usually unnecessary. This allows contacts to be captured directly at the trade show booth.
In addition, thanks to predefined workflows, personalized emails are sent automatically to thank customers for visiting the booth and, if necessary, to include additional product information.
This saves time, and nothing gets lost in the post-trade fair stress.
Own project module including evaluations in Sugar
Industry: Software/IT Services
Products used: Sugar, Custom Project Management
Customer since 2018
Project management with budgets, expenses and time recording centrally in the CRM tool instead of using various isolated solutions.
A dedicated project module for Sugar was developed for this purpose. Users can use it to record time, create issues and associated tasks, and easily and quickly export activity reports as PDFs. Workflows also provide additional time savings.
In addition, thanks to various dashlets, the project owner has all the important key figures for project management at a glance, such as the total budget, recorded and invoiced hours, open issues, etc.
Optimize lead qualification with workflows
Industry: Personnel service provider
Products used: Sugar, Customer Journey Add-on
Customer since 2017
Generate leads via the website (WordPress) and then further qualify them in the CRM using workflows.
We were able to significantly optimize the lead qualification process for one client: Customer inquiries via the website are now automatically confirmed via email, the contacts are automatically imported into Sugar, and assigned to a representative for further processing. Depending on the type of inquiry, the process steps were defined in advance in the form of customer journeys in SugarBPM™ (Workflow Manager). This ensures nothing is forgotten and inquiries are processed promptly.
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