Case Module Customization in Sugar
By Amer Wilson
The current business landscape is at its most diverse. Every business is surrounded by unique opportunities and challenges. We at Rolustech believe that for your business to rise to the occasion, you need a CRM solution that not only understands but also adapts according to your needs.
Out of the box, Sugar comes with some default modules like Accounts, Leads and Contacts. However, for Sugar to fully understand your business entities and workflows, you need to get it customized. In this regard, Sugar offers potential for unrivaled flexibility and in-depth customization options. It is possible to create new modules and customize existing ones to allow your business to tackle the unique challenges you face, head on and enjoy higher productivity and profitability.
MPower Energy is an energy services and solutions company which merges the power of the general energy grid with the flexibility and services of a private ESCO. Today it is one of the highest-rated energy providers in the tri-state area, directly purchasing and supplying energy to thousands of residential and commercial clients. MPower had adopted Sugar Professional as a CRM system to keep track of all its accounts, contacts and most importantly manage the cases which were reported from different accounts.
MPower Energy needed an effective Case Management solution along with other custom modifications in the system to properly integrate their business processes with the CRM. A completely customized case management system, extensive module modifications and several process automations were suggested to ensure this.
MPower received 7 different types of cases daily. Sugar comes with only one case module in its stock configuration, which was insufficient for the client. Consequently, Rolustech decided to develop individual modules for each case type and each module had all the custom fields that the client would need to map their business processes seamlessly onto Sugar. Various case statuses, filters and workflow automations were also incorporated into each module to better facilitate MPower.
Read the full case study here.
The Bottom Line!
Strong workflow management and automations are essential for an effective Case Management Module, as these help with routing, escalating and assigning cases to relevant agents or sales reps.
Rolustech has expertise in developing SugarCRM customizations for different industry verticals. With the right customizations, Sugar can fully imitate your business processes and workflows. You are unique and your CRM should be too. If you truly want to unleash the full potential of your Sugar, click here for your FREE consultation session!