Extend The Capabilities Of SugarCRM Using
Extend the Capabilities of SugarCRM Using Benny Ng ,Director BD, iZeno @ Sugar Con 2011 Copyright 2010@iZeno Pte Ltd www.izeno.com
Are you the CRM guy in your company? Are you getting the recognition that you deserved for the business users? Page 2 Copyright 2010@iZeno Pte Ltd
Current Status - Short Message Service (SMS) SMS is the most widely used data application in the world, with 2.4 billion active users, or 74% of all mobile phone subscribers. In 2008, 4.1 trillion SMS text messages were sent. SMS is relatively popular in Europe, Asia and Australia and less so in North America. (Wikipedia) Page 3 Copyright 2010@iZeno Pte Ltd
How do you use it for commerical? There are some fantastic uses of SMS: Your car is ready, please come by and pick it up, thank you for your business. You are nearing the limit on your insert many things , would you like to add to the balance now? We are running a special on double mocha lattes, please stop by, show the attached code Here is your boarding card sir/madam, just use the attached QR code to board your flight.’ Extracted from Mitch Lieberman Blog on Where Does SMS Fit in the [Social] World? es-sms-fitin-the-social-world/ Page 4 Copyright 2010@iZeno Pte Ltd
What Kind of SMS do I receive in Singapore? Reaching out to members and customers on events Page 5 Copyright 2010@iZeno Pte Ltd
How does folks in Asia use SMS? Informative: Product Launch Page 6 Copyright 2010@iZeno Pte Ltd
How does folks in Asia use SMS? Page 7 Copyright 2010@iZeno Pte Ltd
How does folks in Asia use SMS? Page 8 Copyright 2010@iZeno Pte Ltd
How does folks in Asia use SMS? Page 9 Copyright 2010@iZeno Pte Ltd
Key Business Benefits Improve returns from Marketing campaigns Marketing send personalized SMS (for promotion,events) to targeted receiptents. Eg. Sending SMS to leads where a call is made for the past 2 weeks . Enhance sales person productivity and improve customer intimacy with Company/Sales person. Sales SMS alerts to sales person on the move on assignment of leads for quick follow up. Send thank you SMS after appointment with customers. Send greeting to customer on their birthday via SMS. Increase customer satisfactions and lower churn rates. Customer Support Keep customer informed of any updates to their cases/feedbacks. Send reminders to customers on renewals/next service date. Better collaboration among co-workers Collaboration Page 10 Task assignment and acceptance can be done viaSMS. No need for mobile broadband access for people on the move. Copyright 2010@iZeno Pte Ltd
Overview iZeno SMS module allows you to send SMS within SugarCRM. Features Create and send SMS to a single contact/leads from Detail view. Create and send SMS to multiple contacts/leads from List view. Send Quick Message to a phone number (like creating a email/task) SMS Template Creation SMS Campaigns using SugarCRM Campaign Module and Target Lists. Campaign Statistics and Dashboards Automated SMS alerts defined by workflows management. Dynamic fields customisations in SMS Template Page 11 Copyright 2010@iZeno Pte Ltd
Overview (Cont’d) Administrator Available SMS Activity log and audit trails. Roles access Control Gateway settings Field Selector enables fields (standard/custom) to be the phone number as the SMS receipients. Advanced Features Available:Two-way SMS. (need to purchase Shortcode or Keyword) for most countries. In the pipeline: integration with Twilio for 2 way SMS. (For US and Canada number only) Page 12 Copyright 2010@iZeno Pte Ltd
Create and send SMS to single contact Click to send SMS Click onto the mobile phone icon to trigger message sending box. Message box shows you the number of characters in the SMS. Page 13 Copyright 2010@iZeno Pte Ltd
Create and send SMS to multiple contacts Step 1 Search and select the contacts to receive SMS. Step 2 Click onto the compose SMS action button. Page 14 Copyright 2010@iZeno Pte Ltd
Create and send SMS to multiple contacts Step 3 Input SMS message to be sent to multiple conytacts. Page 15 Copyright 2010@iZeno Pte Ltd
Create and send SMS using SMS Templates Select SMS Template to use Page 16 Copyright 2010@iZeno Pte Ltd SMS Template allows insert of variables .
Installation of SMS Module Sign up for trials via this URL: utions/sms-trial You will be given a module to download with valid SMS credits worth of 2 USD. Rates table for SMS is available at this URL: utions/sms-rate-table Please make sure that your current system is running on Sugar 6. Login as a admin user. In the System sub-panel of the Administration Home page, click Module Loader. If you deployed the package, it is listed in the top panel and has already been made available to other users in your organization. You can uninstall it or disable it by clicking the appropriate button. Page 17 Copyright 2010@iZeno Pte Ltd
Installation of SMS Module Click Browse to navigate to the location of the module’s zip file on your local machine. Select the filenaame:iZeno SMS Module.zip and then click Open. The path to the zip file displays in the Module field. Click Upload. The uploaded module displays in the bottom panel. Click Install. The license agreement displays on the screen. Page 18 Copyright 2010@iZeno Pte Ltd
Configuration of SMS Module In the Short Message Service sub-panel of the Administration Home page, click SMS & Modules Relationship Select the highlighted modules and click the arrow key to determine which existing modules can send SMS. Click Save. System will prompt you to repair the module. This is correct. Please proceed and execute. Page 19 Copyright 2010@iZeno Pte Ltd
Configuration of SMS Module In the Short Message Service sub-panel of the Administration Home page, click Field Selector. This will activate phone number fields in the module that can send out SMS. Select the highlighted fields and click the arrow key to determine which existing field can send SMS. We have selected Mobile here in this example. Click Save. Page 20 Copyright 2010@iZeno Pte Ltd
Create and send SMS to single contact Click to send SMS Click onto the mobile phone icon to trigger message sending box. Message box shows you the number of characters in the SMS. If the message exceeds 140 characters, the send button will be disable. Page 21 Copyright 2010@iZeno Pte Ltd
Create and send SMS to multiple contacts Step 1 Search and select the contacts to receive SMS. Step 2 Click onto the compose SMS action button. Page 22 Copyright 2010@iZeno Pte Ltd
Create and send SMS to multiple contacts Step 3 Input SMS message to be sent to multiple conytacts. System display the list of SMS receipients. Page 23 Copyright 2010@iZeno Pte Ltd
Create and send SMS using SMS Templates Go to Email Create Email Template check SMS only to create the SMS template for use in campaigns or via compose SMS from list view/detail view. Please note that variable custom fields can be used in SMS template for Campaign. Page 24 Copyright 2010@iZeno Pte Ltd
Create and send SMS using SMS Templates Select SMS Template to use. SMS Template allows insert of variables . This is only applicable to sending SMS using SugarCRM Campaign module. Page 25 Copyright 2010@iZeno Pte Ltd
Sending SMS Campaign from SugarCRM Using the Campaign Wizard SugarProfessional/6.1/-docs-Application GuidesSugar Professional Application Guide 6.1.0GA-Campaigns.html#1277195 You can use the Campaign Wizard to guide you through the process of creating a campaign. To create a campaign using the Campaign Wizard 1.From the Actions list on the Campaigns tab, select Create Campaign (Wizard). Sugar displays the Campaign wizard on the screen. Select Type as SMS. Page 26 Copyright 2010@iZeno Pte Ltd
Sending SMS Campaign from SugarCRM 2. Enter Campaign name and other necessary information such as budget. Page 27 Copyright 2010@iZeno Pte Ltd
Sending SMS Campaign from SugarCRM 3. Select Target List Page 28 Copyright 2010@iZeno Pte Ltd
Sending SMS Campaign from SugarCRM 3. Select Target List Page 29 Copyright 2010@iZeno Pte Ltd
Sending SMS Campaign from SugarCRM 4. Create marketing to determine date/time to send SMS blast to the selected target list. Page 30 Copyright 2010@iZeno Pte Ltd
Sending SMS Campaign from SugarCRM 5. Finally send test SMS or schedule the actual SMS blast as per Email campaigns. Please note that you can view SMS queue in Email Queue (in Administration panel) Page 31 Copyright 2010@iZeno Pte Ltd
Sending SMS Campaign from SugarCRM 6. For 1st time users, please setup the scheduler for SMS campaign. Page 32 Copyright 2010@iZeno Pte Ltd
SMS Integration to Workflow management (More details later) Define the condition of workflow. Create alerts and actions to be taken when workflow is being triggered. Eg. When a sales opportunity is being won, a SMS will be sent to the delivery team for processing. Page 33 Copyright 2010@iZeno Pte Ltd
2 Way SMS? Page 34 Copyright 2010@iZeno Pte Ltd
Value Propositions of iZENO SMS Module for SugarCRM QUICK TO IMPLEMENT Download ,install SMS module and purchase credits to start sending SMS. Page 35 INTEGRATED Tight integration with SugarCRM Workflow, Core modules,custom modules,Campaign and role access. Copyright 2010@iZeno Pte Ltd EASE OF USE Using SugarCRM 6.0 award winning User interface and customisations platform. Almost zero learning curve for existing SugarCRM users and administrators.
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DEMO Page 38 Copyright 2010@iZeno Pte Ltd
Do You Have Any Questions? Need clarifications? Email To benny.ng@izeno.com Page 39 Copyright 2010@iZeno Pte Ltd
THANK YOU VERY MUCH LIVE DEMO NOW!!! Page 40 Copyright 2010@iZeno Pte Ltd
igns.html#1277195 You can use the Campaign Wizard to guide you through the process of creating a campaign. To create a campaign using the Campaign Wizard 1.From theActions list on the Campaigns tab, select Create Campaign (Wizard). Sugar displays the Campaign wizard on the screen. Select Type as .
For users of SugarCRM, we are a company intensely passionate about eating and optimizing your software to make it the best it can be. That's what we mean when we say, 'We eat sotware." 2 MAKING SUGARCRM EVEN SWEETER MAKING SUGARCRM EVEN SWEETER 3 SugarCRM Americas Reseller of the Year 2020 One of the world's most awarded SugarCRM partners
Connector telephone icon in SugarCRM's list or detail view (your SugarCRM admin can set this preference). Following SugarCRM modules are supported: Accounts, Contacts and Leads. Screen 2: Click2Call in SugarCRM's list view When the phone number is dialed from IP phone or from SugarCRM using Connector, the Outbound call
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Access SugarCRM records from the Tenfold UI with one click. Automatically log inbound and outbound calls. Easily capture notes, call dispositions, and next steps. Relate calls to standard/custom SugarCRM objects. Click to create standard/custom SugarCRM objects. Get call data available in SugarCRM for reporting.
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̶The leading indicator of employee engagement is based on the quality of the relationship between employee and supervisor Empower your managers! ̶Help them understand the impact on the organization ̶Share important changes, plan options, tasks, and deadlines ̶Provide key messages and talking points ̶Prepare them to answer employee questions
Dr. Sunita Bharatwal** Dr. Pawan Garga*** Abstract Customer satisfaction is derived from thè functionalities and values, a product or Service can provide. The current study aims to segregate thè dimensions of ordine Service quality and gather insights on its impact on web shopping. The trends of purchases have
