SugarCRM of Cupertino, California has rolled out “Sugar Serve,” a new offering for automation of customer support processes from a single console.
“This introduces extensive new capabilities for customer service agents unlike any application on the market today,” said CEO Craig Charlton. “With our service console, we’ve put all the critical information for resolving a support case into a single panel, helping our customers reduce case resolution times, improve SLA achievement, increase customer satisfaction and improve support experiences. And that puts them on the path of cultivating customers for life.”
Features include SLA Management, ensuring SLA achievement, and measuring support performance through the coordinated management of complex SLAs, multi-region business centers, and business hours; an automation component that prioritizes, routes, reassigns, and escalates cases; a customer portal; and reporting and analytics.
The company’s strategy is to drive effective customer experience by anticipating customer needs through tightly integrated support offerings.