SugarCRM Makes Powerful Sales and Service Generative AI Capabilities Approachable and Accessible to the Midmarket
16 Julio 2024 - 7:00AM
Business Wire
Generative AI-Powered Opportunity Summarization
and Case Summarization Turbocharge Productivity and Enhance
Personalization of Customer Interactions
SugarCRM, provider of the award-winning intelligence-driven
sales automation platform, today announced new generative AI
capabilities to bring the power of greater customer intelligence
and improved productivity to sales and service professionals.
Other CRM vendors are integrating generative AI capabilities
into their platforms at a substantial cost. In contrast, Sugar
offers these capabilities at a price point that enables midmarket
enterprises to ably realize the power and potential of generative
AI for sales and service.
Opportunity Summarization pulls data from customer
interactions and records, providing a snapshot of opportunity
strengths, weaknesses, and vulnerabilities to support improved
sales outcomes. It provides a comprehensive summary of all
opportunity information and key insights from Sugar records,
covering expected outcomes, key personnel or customer contacts, and
any perceived risks to the opportunity's success. It also suggests
next-best actions based on the current state of the opportunity and
competitors involved, helping to create sales copy that converts to
successful outcomes.
Case Summarization uses generative AI to automatically
analyze customer interactions and extract key insights, providing a
deeper understanding of customers. It summarizes case records,
provides key insights, and identifies potential blockers, issues,
or risks. Additionally, the functionality suggests the next-best
actions based on the current state of the case, which is enhanced
by sentiment analysis. Generating customer history or service
ticket summaries helps customer service agents understand context
for more personalized assistance.
These generative AI summarization features support language
translation as needed – ideal for sales and service teams serving
prospects and customers in various languages around the globe. This
ensures the entire team is providing a consistent and effective
face to customers and prospects.
The new capabilities reflect Sugar’s commitment to unlocking the
full potential of business intelligence, AI, and machine learning
to revolutionize sales, marketing, and customer service.
“For years, industry has discussed the critical importance of
achieving a 360-degree customer view to deliver exceptional
experiences. Sugar's generative AI capabilities consume and distill
information at lightning speed, enabling sales and customer service
representatives to understand the customer relationship as it
stands and help them determine what to do next in a fraction of the
time previously required,” said Zac Sprackett, Chief Technology
Officer, SugarCRM.
One company leveraging Sugar’s new generative AI capabilities is
WFG National Title, a Williston Financial Group Company. The
company is using the Sugar platform to streamline the real estate
transaction process, and enhance the customer experience with their
Agent Partners, while significantly improving business
outcomes.
“We have been amazed at the quality of the context that Sugar’s
new GenAI functionality has been able to generate from our internal
notes and sales data,” said John Williams, Program Manager for
Agency Operations at WFG National Title, a Williston Financial
Group Company. “In fact, after looking at these GenAI opportunity
summaries, we determined there were a number of opportunities we
may need to revisit. So, not only is GenAI doing the heavy lifting
of summarization, it’s helping ensure we don’t overlook an
opportunity or miss a critical follow up step in the sales
process.”
“We continue to deliver technology that gives our midmarket
customers a competitive edge,” said Paul Farrell, Chief Product
Officer, SugarCRM. “This is delivered through our time-aware
business intelligence, AI and machine learning for sentiment
analysis, close prediction, white space analysis and now generative
AI for intelligent summarization.”
About SugarCRM
SugarCRM offers software solutions that help marketing, sales,
and service teams reach peak efficiency through better automation,
data, and intelligence so they can achieve a real-time, reliable
view of each customer. Sugar’s platform provides leading technology
in the sales automation, marketing automation, and customer service
fields with one goal in mind: to make the hard things easier.
Thousands of companies in over 120 countries rely on Sugar by
letting the platform do the work. Headquartered in the San
Francisco Bay Area, Sugar is backed by Accel-KKR.
For more information about SugarCRM, visit:
www.sugarcrm.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20240716625395/en/
Media Contacts: Erin Lutz Lutz Public Relations and
Marketing (for SugarCRM) erin@lutzpr.com 949.293.1055
Sarita Kincaid Vice President, Corporate Communications,
SugarCRM sarita.kincaid@sugarcrm.com 408.913.2090