SugarCRM for Support

When Every Interaction Counts

Get happier customers and real loyalty by ensuring every user across your customer service ecosystem
is a customer expert when it matters: when engaging the customer. From help desks to call centers to
social media communities, Sugar’s best of breed CRM platform equips your business with rapid customer
insight and real-time collaboration to support and build value for every customer, every time, on time.

360-Degree Customer Activity History

Deliver real insight. Know your customers inside and out with 360-degree customer activity history across your team, enterprise, partner ecosystem, and social media communities. Get the most relevant, up to date customer insight in a single view and spend more time addressing your customer’s requests and less time digging.

Social Service

Deliver proactive service. Know what your customers are saying about you across social media channels and take action. Stay current with up to the minute information about key topics across your customer base and route issues into a single agent queue. Leverage your customers’ social voice to build real customer insight across your organization. Sugar is fully Social CRM ready.

Expert Collaboration

Deliver expert service with the power of the collective enterprise. Connect in real time with proven experts across the extended support and technical enterprise to collaborate in real time and get the answers you need fast.

Inbound Routing and Workflow Management

Deliver on time service. Respond faster by routing calls and emails to the right service representative to address customer requests on time, every time. Pick up issues proactively before they become escalations by monitoring and prioritizing customer activity across channels. Enhance customer satisfaction by turning every channel into a rapid response support channel.

Case and Defect Management

Deliver on your promises by logging and monitoring your customer cases centrally, allowing for a detailed history of customer requests and alerts as part of every account. Log issues to provide a closed loop on defects and bugs and ensure all cases are effectively managed to closure. Track the effectiveness of your case and issue handling including response time to ensure customer satisfaction.

Knowledge Base

Deliver smarter service by providing accurate, user-ranked content across your knowledge base as well as Google, business and technical communities, and social media channels. Empower every customer and partner to get rapid access to the answers they need, across channels, across devices.


Deliver options. Decrease support costs and empower your customers to leverage the collective ecosystem to find solutions and get updates to inquiries in real time. Enable customers to post questions on Sugar’s cross-device, self-service Portal to get peer and expert advice for faster support.

Support & Service Analytics

Deliver smart. Sugar reporting and dashboards provide you with real-time information about your customer support performance, including responsiveness and time to resolution across accounts, teams, and departments, common customer problems and root causes, and overall customer satisfaction.

Sugar’s Best of Breed CRM Platform

Service your way… Unlike traditional CRM solutions that record your work in monolithic systems only IT controls, Sugar has the flexibility, agility, and ease of use that enables anyone to personalize the platform across different help desk, call center, IT, and community roles so you can work the way you want to: your way. Configure Sugar to fit your support process. Your cases. Your change management. Your team. Your business. In your words.