Productivity Solutions for Service People


Escalation is the process of notifying key people when certain criteria are met about a support issue. The most common uses of escalation are based on the customer’s importance, violation of service levels, lack of progress on resolving an issue, or a pattern of problems. Escalations are frequently implemented through workflows.

Supporting Solutions: CRM, BPM, Support software

Response Time

Response Time is the measurement of support’s ability to react to a problem. In the service industry, response time is critical. It’s measured in two ways: Mean Time to Repair (MTTR) or Mean Time to Failure (MTTF).

Mean Time to Repair refers to the amount of time it takes for a service department to become aware of a situation and fix it. Mean Time to Failure is the time the product has been operating up to the point that it fails. Both measurements of response time should be continually analyzed and monitored. If the response times are improving, MTTR will go down and MTTF will go up. Trend analysis helps management evaluate success with products based on variations with these two indicators.

Supporting Solutions: CRM, Business Intelligence, Support software

Service Contracts

Before opening a case, it’s important to understand the existing service agreement with the customer. Contract modules in CRM track your service agreements at incident, hourly, warranty, and periodic levels. As a best practice, workflows are usually set up to notify customer service or sales of service contract expiration.

Supporting Solutions: CRM, Content Management software

Service Level Agreements

A Service Level Agreement (SLA) is a component of the contract module that displays your commitment to the customer. SLA’s are usually tied to an escalation, so if you cannot meet your commitment, people know about it ahead of time. The SLA is standard in most CRM modules and is implemented through the product or a workflow within the product.

Supporting Solutions: CRM

Knowledge Base/FAQ’s

Knowledge base/FAQ platforms are public or private facing platforms that take standard problems and associate them with solutions. They’re designed to document common issues and how to resolve them. Articles can be simple or complex, rated by operators or users, and contain attachments or links to other systems. Information posted in the knowledge base is usually vetted to ensure accuracy. All FAQ’s and knowledge bases are searchable.

Supporting Solutions: CRM, Support Software


Workflows are excellent for standardizing how employees escalate problems and ensuring that SLA’s are met. Workflows are designed to automate common tasks and enforce policy by providing a consistent set of rules.

Compatible Solutions: CRM, BPM, Productivity Tools

Field Service

Field service is typically implemented as a mobile solution for service management, with a few additions. Field service people frequently need to return and order parts, look at customer product information, and track time and travel expenses. The module typically has a scheduling component so representatives can build off multiple visits. For example, a rep may go on-site with a client, see that a part needs to be ordered, leave, and come back with the part. Scheduling for those visits is accommodated through the natural structure of the field service solution.

Compatible Solutions: CRM

Service Portals

A portal is the public facing knowledge base/FAQ which allows users to record & track cases, look at product info, order parts & components, and update & manage their own registered products.

Compatible Solutions: CRM

Products we Recommend


Productivity Tools

3CLogic is a leader in Cloud and multichannel communications as a service. The Cloud communication platform empowers customer engagements, accelerate sales, and enhance call center efficiency. 


Productivity Tools

ActivePBX delivers a complete CTI and Enterprise Cloud Telephony Solution



bpm’online is a global provider of process-driven CRM for marketing, sales and service. The beauty and the core value of bpm’online products is the agility to change processes faster than ever and align marketing, sales and service on a single platform. Users love bpm’online’s engaging interface with a social look and feel, free from redundant information to keep them focused on what’s relevant. Today, the company employs 600+ experts and serves over 6,500 customers worldwide.


Productivity Tools

Collabspot helps salespeople close more deals, faster, with 1-to-1 marketing automation in Gmail that integrates their CRM. This Chrome extension brings multiple business apps into your Gmail simultaneously. It is a sales e-mail platform that solves the problem of CRM adoption by helping salespeople reach out to leads and customers through e-mail and social networks. Users get timely cues and easy access to customer data so they can close deals without friction. 


Content Management

DocuSign is the world’s leading electronic signature solution. With more than six million customers having DocuSigned more than 58 million documents, DocuSign is the fastest, easiest, most secure way to sign, track, and store documents in the cloud.


Content Management

Flexidocs integrates seamlessly with SugarCRM or Salesforce to automatically pull fields and related records into the documents you're creating. Then, it lets you share those documents for electronic signatures on computers, smartphones, or tablets.

Infor CRM


Infor® CRM is an award-winning CRM solution that delivers a complete view of customer interactions across your sales, marketing, customer service, and support teams, so they can collaborate effectively and respond promptly and knowledgably to sales opportunities and customer inquiries — both in the office and in the field.

Infor ION

Integration / Migration

Infor ION enables intelligent business operations by simplifying integration between disparate systems, while combining contextual business intelligence, common reporting and analysis, streamlined workflow and business monitoring in a single, consistent architecture. The solution also unifies reporting services, mobile services, and cloud services into one elegant network built on four principal elements: Infor ION Workflow, Infor ION Event Management, Infor ION Pulse, Infor Enterprise Search.



Nubitalk is a cloud-based contact center powered by Collab. It's an omnichannel solution that integrates multiple media channels (voice, video, chat, email and social media) in a single interface. It's a great solution for every company size because it has a comprehensive array of features but it’s intuitive and doesn’t require coding skills to be set up. It also offers great flexibility because users pay only for what they use, without upfront investment. Nubitalk - customer engagement made easy.


Productivity Tools

PandaDoc is the complete solution for automating contracts, proposals, quotes, and other client-facing documents with ease. It increases sales productivity by reducing time spent looking for and creating, content such as proposals, one-pagers, contracts, etc.


Business Process Management

SierraCRM's Process Manager Enterprise is a SugarCRM add-on module that automates daily tasks associated with servicing and supporting customers. Its functionality enhance the creation of workflows in SugarCRM and enables your employees to spend less time managing data and more time focused on what’s important.


Integration / Migration

StarfishETL (Extract Transform Load) is a premiere import/export suite of tools that provides seamless data integration from one database to another - whether hosted, on-premises, or in the cloud. This system links multiple databases and systems with extreme flexibility, power, and speed, and delivers the insights to engage your customers and prospects on a whole new level. Starfish integration will help automate your business processes, expand your CRM functionality, and increase productivity so you can provide the greatest value to your customers.



SugarCRM enables businesses to create extraordinary customer relationships with the most innovative, flexible and affordable CRM solution on the market. The company places the individual at the center of its solution, coordinating the actions of customer-facing employees and empowering them with the right information at the right time to transform the customer experience.

SugarCRM Advanced Support Manager


Technology Advisors assembled the Advanced Support Manager bundle to enhance the customer support functionality built into SugarCRM. These enhancements were built based on requests from various customers as well as our own experience using Sugar. The Advanced Support Manager is built on top of existing functionality in Sugar.


Business Intelligence

TrustSphere’s Relationship Analytics platform enables organizations to unlock the inherent value of their collective relationship networks. 

XperiDo for Sugar

Content Management

XperiDo for Sugar is an extension to Sugar 8 to automate the creation of documents. It is the most complete solution to generate and deliver documents with dynamic and conditional content and formatting, in no more than a couple of clicks straight from any Sugar list view or record view. XperiDo is a server-side solution, that can run on prem, in a private cloud or in SaaS mode.



Zendesk is the leading provider of proven, cloud-based customer service software. It’s the fastest way for growing organizations to enable great customer service because it facilitates excellent one-on-one support to build out self-service options and proactive customer engagement. Zendesk’s goal is to enable customer relationships that are more personal and productive by streamlining support with time-saving tools like ticket views, triggers, and automations. This helps you get back to what matters most — better customer service and more meaningful conversations.