R E L AT I O N S H I P A N A LY T I CS
F O R S U GA R
AC C E L E R AT I N G C U S T O M E R
ENGAGEMENT
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!
Innovative Relationship Intelligence
It is well known that customer facing teams such as
Sales and Service professionals do most of their work
through email, voice and IM. TrustSphere’s unique
Relationship Analytics engine analyses and identifies
the hidden insights in this data and displays actionable
results in Sugar for ease of use. With Relationship
Analytics for Sugar, your team benefits from previously
unavailable real-time insights inherent in the
communications activity between your organization
and your customers and prospects. Our analytics
provide timely and actionable insights that help drive
the return on investment from your Sugar platform.
Our unique algorithms quantify and differentiate mere
‘connections’ from ‘actual relationships’. Given this
degree of quantification, you and your team are able to:
• Quickly and efficiently prospect warm leads to drive new customer acquisition
• Effectively transition key accounts between team members
• Rapidly onboard new team members and reduce time to proficiency/sales productivity
• Complete strategic account mapping and agree on clear actions to close gaps in customer data
Read more to understand how it works and the benefits it drives for every Sugar user.
1
B E C A U S E R E L AT I O N S H I P S M AT T E R
WWW.TRUSTSPHERE.COM
T R U S T S P H E R E I N J E C T S I T S R E L AT 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 YO U R O R G A N I Z AT I O N ’ S
ENGAGEMENT WITH CUSTOMERS AND
PROSPECTS
David@ourcompany
Accounts Receivable
Bianca@ourcompany
Sales
R E L AT I O N S H I P
A N A LY T I CS
Brian@client
Mark@ourcompany
Marketing
Carly@ourcompany
Sales
FOR
Barbra@client
Michelle@ourcompany
General Council
Molly@ourcompany
Customer Service
Don@client
Data that pass through your organization’s
communication servers hold valuable information about relationships with customers.
TrustSphere’s connectors extract only the
minimum required metadata (to, from, timestamp etc) and do not extract content (hence
protecting individual privacy). This meta data
is passed onto TrustVault - TrustSphere’s Relationship Analytics platform.
TrustVault builds the enterprise social graph
using statistical algorithms that score every
relationship your organization has - be it internal relationships within the organization or
relationships with customers. TrustVault unlocks and provides visibility over communication patterns and activity (never the content
of conversations - protecting individual privacy is key here).
The Relationship Analytics for Sugar application presents the insights from TrustVault
into the relevant leads, contacts, accounts,
opportunities and reports within SugarCRM
and completes the 360 view of customer relationships.
At a glance
Less than 10% of all data that reflects customer interactions
is ever entered into the CRM. This leaves significant gaps in
the customer profile, which your team relies on to deliver
customer-centric value propositions and make customer
value decisions. TrustSphere delivers data extracted
from several communications platforms and applies the
Relationship Analytics directly into Sugar.
Typical results:
• For every contact in the CRM, we find two more hidden
contacts
• 60% faster identification of at-risk client relationships
• 70% increase in registered contacts
• 75% faster onboarding of new client representatives
Relationship Graph
This is TrustSphere’s latest Relationship Intelligence addition
to Sugar. TrustSphere has delivered an organization-wide
view of customer contacts in Sugar. With a simple click,
any Relationship Analytics for Sugar user is able to view
the relationships that exist in your business with a specific
contact. TrustSphere has unlocked the hidden insights and
2
made them available in a simple and easy to use visualization
tool – our Relationship Graph.
The Relationship Graph can be accessed with a single click,
from accounts, opportunities, leads and contacts from within
sugar. By clicking on any customer (node) in the Relationship
Graph, users can get an organization-wide view of customer
relationships, a 360-degree view of customer relationships
and a context to customer interactions.
TrustSphere’s proprietary Relationship Analytics Platform
quantifies employee relationships and builds the social
network graph over a period of time. It does so by measuring
and scoring every relationship in real-time, based on
objective data that considers factors such as frequency and
recency of communication.
The Relationship Graph provides valuable relationship
intelligence to enhance the new rep onboarding process,
transform cold calling into warm introductions, and
improve collaboration amongst the sales team. In this way,
TrustSphere provides customer-facing staff with their
most powerful asset at their fingertips – their relationship
network.
B E C A U S E R E L AT I O N S H I P S M AT T E R
WWW.TRUSTSPHERE.COM
Replace cold calls with warm
introductions
By 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
adds 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
from within Sugar.
TrustSphere plugs the gap so that you are never blindsided, ensuring a coordinated
corporate customer dialogue.
Preventing revenue leakage & improving
renewal rates
Sugar acts as a powerful platform to facilitate extraordinary
customer experiences. However, customer information in
the CRM is often incomplete, meaning sales teams cannot
gain an accurate view of customer relationships. Studies
show one of the primary causes of customer defection is
being neglected by a vendor. Relationship Analytics for
Sugar 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 quickly address
customer concerns and improve renewal rates.
Never being blindsided again
When was your customer last contacted and by whom?
What was the context of this interaction? Relationship
Analytics for Sugar 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 is better prepared
for meetings.
3
B E C A U S E R E L AT I O N S H I P S M AT T E R
WWW.TRUSTSPHERE.COM
Transition Report for [email protected]
Accelerate onboarding by improving sales handovers
A 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 in Sugar 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 important relationships to their replacement,
thus ensuring a smoother transition and decreased disruption to the customer.
Relationship strength, recency of communication, the medium of communication eg mail, voice etc will help the new rep to plan
a methodical reach out to key customers and prospects. The new rep can leverage the LinksWithin function from the report to
find the best path for an intro and context from within the organization into those key accounts.
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 Considerations
Installation Procedure
Relationship Analytics for Sugar can be installed on the
Sugar platform through a set of widgets. It provides Sugar users with Relationship Analytics insights that can be
applied to sales opportunities, leads, contacts and accounts.
Getting started typically takes between 30-60 minutes.
The following Sugar versions are currently supported:
• SugarCRM 7.6 onwards (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
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!
4
B E C A U S E R E L AT I O N S H I P S M AT T E R
WWW.TRUSTSPHERE.COM