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RELATIONSHIP ANALYTICS FOR SUGAR

A C C E L E R A T I N G C U S T O M E R

E N G A G E M E N T

Innovative Relationship Intelligence Customer facing teams widely use digital interaction tools like email for interacting with customers. TrustSphere’s algorithms process email interaction meta-data and automatically integrate the resulting insights with Sugar. With Relationship Analytics for Sugar, users start benefitting from previously unavailable levels of real time insight from the communications activity between your organization and your customers and prospects. This not only gives a more timely and accurate picture of sales activity, but also enables broader visibility over account connections. It helps differentiate between mere ‘connections’ and ‘actual relationships’ - thereby adding an extra layer of insight that was either inadvertently missing or relied on manual data entry from Sugar users.

This approach of providing contextual intelligence from an external data source benefits every user within Sugar and helps them enhance the customer experience. Accelerate Sugar’s existing platform into a high performing system of insight that will ensure users achieve better results while eliminating manual data entry. Read more to understand how it works and the benefits it drives for every Sugar user.

Sugar transforms the enterprise and helps build extraordinary customer relationships by providing an adaptable and powerful platform. Relationship Analytics for Sugar extends this functionality by giving rich, timely and

relevant insights on customer relationships to the right users, where they need it most - in Sugar!

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T R U S T S P H E R E I N J E C T S I T S R E L A T I O N S H I P A N A LY T I C S R I G H T I N T O S U G A R T O P R O V I D E A 3 6 0 0 V I E W O F Y O U R O R G A N I Z A T I O N ’ S E N G A G E M E N T W I T H C U S T O M E R S A N D P R O S P E C T S

Delivering quick wins to your Sales and Marketing teamsSales Managers

Get access to independent and empirical data on what is really happening with accounts and opportunities. By knowing exactly which accounts and opportunities are being neglected, sales leaders can more effectively

Typical results:

• For every contact in the CRM, we find two more

• 60% faster identification of at-risk client relationships

• 70% increase in registered contacts

• 75% faster onboarding of new client representatives

At a glanceLess than 10% of all customer interactions are ever entered into the CRM. This leaves a big gap in the CRM data, which your team relies on to make decisions. TrustSphere delivers data extracted from any communications platform and injects the analytics directly into Sugar.

RELATIONSHIP ANALYTICS FOR

David@ourcompanyAccounts Receivable

Mark@ourcompanyMarketing

Barbra@client

Michelle@ourcompanyGeneral Council

Brian@client

Don@client

Bianca@ourcompanySales

Carly@ourcompanySales

Molly@ourcompanyCustomer Service

“TrustSphere automatically keeps organization

relationship data up to date. It shows who in the

Team is talking to customers, even those without

Sugar licenses, and makes it simple to see who has

and hasn’t been contacted recently, and who the

Team should reach out to more proactively.”

Peter Fletcher, BusApps

Data that pass through your organization’s communication servers hold valuable infor-mation about relationships with customers. TrustSphere’s connectors extract only the minimum required metadata (to, from, time-stamp etc) and do not extract content (hence protecting individual privacy). This meta data is passed onto TrustVault - TrustSphere’s Rela-

tionship Analytics platform.

TrustVault builds the enterprise social graph using statistical algorithms that score every relationship your organization has - be it in-ternal relationships within the organization or relationships with customers. TrustVault un-locks and provides visibility over communica-tion patterns and activity (never the content of conversations - protecting individual priva-

cy is key here).

The Relationship Analytics for Sugar appli-cation presents the insights from TrustVault into the relevant leads, contacts, accounts, opportunities and reports within SugarCRM and completes the 360 view of customer re-

lationships.

manage pipeline and renewals, ensuring revenue maximization and preventing revenue leakage. It takes the ‘guess work’ out of managing sales team activity.

Sales Executives

By having visibility over all interactions from right across the organization, customer-facing individuals responsible for managing the relationship using Sugar are never blindsided, thus improving the customer engagement process. Furthermore, Sugar starts giving you insights from the collective relationship network of the organization - so looking for warm introductions from colleagues becomes really easy.

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Preventing revenue leakage & improving renewal ratesSugar acts as a powerful platform to facilitate extraordinary customer experiences. However, often the CRM is not filled with all the right customer information, meaning sales teams cannot gain an accurate view of customer relationships. Studies show that one of the primary causes of customer defection is being neglected by a vendor. TrustSphere provides clear visibility over the status of each account, answering questions like are we connecting with the customer? Are we connecting to the right contact? Do we need to try something new to engage? Leverage Relationship Analytics to identify and pre-empt potential problems, flag accounts at risk, so you can address customer concerns and improve renewal rates.

TrustSphere plugs the gap so that you are never blindsided, ensuring a coordinated corporate customer dialogue.

Replace cold calls with warm introductionsBy accurately identifying the people within your organization who already have a strong relationship with an external party, teams can work together in a more coordinated and effective way. Cold calling becomes a thing of the past as teams systematically capitalize upon company-wide relationships. Whilst social networking sites are great at telling you who might be “connected”, they are less effective at telling you who has an actual “relationship”. LinksWithin replaces the small chance of stumbling upon the right person in your organization who can make an introduction, so customer-facing staff can quickly navigate the best path to a prospect. All this happens instantly via a simple search.

Never being blindsided againWhen was your customer last contacted and by whom? What was the context of this interaction? TrustSphere ensures a coordinated customer dialogue so that customer-facing staff and Relationship Managers are never blindsided. View the last time someone emailed your prospect, customer or partner. Connect overlay sales teams in an intelligent way, to give account owners visibility over all interactions. The best part – the information you see is automatically populated from corporate communication logs; this data is up to date and complete, so that customer-facing staff are better prepared for meetings.

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“TrustSphere has also allowed us to drive better reporting across key accounts by using both the TrustScore and Last Contact Dates, meaning we have been able to initiate better follow-ups with contacts and maintain stronger relationships with our clients and leads.”

Trevor Carlsson, CRM Online

Accelerate onboarding by improving sales handoversA typical sales organization loses between 15 - 20% of its team every year. Staff turnover can cause disruption to customers and impact client retention. Providing relationship data from across the organization to a new account executive is priceless. TrustSphere’s Transition Report allows new sales employees to gain visibility over key relationships with stakeholders in key accounts. Sales Managers are also able to transition a departing Sales Rep’s key relationships to their replacement, thus ensuring a smoother transition and decreased disruption for the customer. This ability to pass on relationship information typically improves the time-to-productivity of new reps from three months to just one month!

TrustSphere’s technology can be used in compliance with major privacy laws and regulations and adheres to major security standards.

Technical ConsiderationsRelationship Analytics for Sugar can be installed on the Sugar platform through a set of widgets. It provides Sug-ar users with Relationship Analytics insights that can be applied to sales opportunities, leads, contacts and ac-counts.

The following Sugar versions are currently supported:

• SugarCRM 7.5.x, 7.6.x (on premise)

• Sugar on demand

The following email systems are currently supported by TrustSphere:

• Microsoft Office365 and Exchange

• IBM Domino and SmartCloud (Notes/Verse)

• Google Apps for Work

Installation ProcedureGetting started typically takes between 30-60 minutes.

The procedure to setup a Relationship Analytics for Sugar instance is as follows:

1. Connect your communications server to TrustVault (TrustSphere’s Relationship Analytics platform) via connectors provided to you by TrustSphere. Typically this is 10-30 minute process for the cloud email server administrator. On-premises installations may take longer.

2. Install the Relationship Analytics for Sugar application following the instructions outlined in the installation guide. This takes about 15 minutes.

3. Consult the Relationship Analytics for Sugar User Guide and start benefitting from Relationship Analytics for Sugar application.

Contact your SugarCRM representative or Partner to get started!