Gary Smart

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SLA Support with SugarCRM

November 29, 2016 by Gary Smart

easyweb-digitalEasyweb Digital creates simple yet sophisticated public information systems utilising digital displays, touchscreen interaction and Wi-Fi environments for business, government and communities.

My client was seeking a single integrated CRM system to manage clients, agreements, cases and sales processes.

After investigating popular off-the-shelf Case Management and Ticketing Solutions, it was clear that nothing suited Easyweb’s end-to-end requirements.

The solution was to take the powerful and extendable SugarCRM platform and customise it as follows:

  • Implement a new Agreements module plus additional subsidiary modules to capture a customer’s services, equipment, sites, reporting requirements and contractual SLA response times.
  • Customise the Case module to support SLA timers, alerts, tracking and reporting.
  • Management reports and real-time alerts to monitor customer support cases and SLA breaches.
  • Custom reports and schedules to periodically email SLA performance reports to customers.
  • Seamlessly integrate the flow of information between sales and service processes to eliminate duplicate data entry.
  • Customised dashboard widgets to display case summaries and SLA statuses on wall mounted T.V.
  • Mobilise client, case and kb information for field technicians.
Easyweb Digital Wall Display on SugarCRM

 

Filed Under: CRM, Featured Project, Projects, SugarCRM

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