Use CRM Data to Measure Your KPI's

Key Performance Indicators (KPI's) are metrics used to evaluate your business success. The data compiled by Customer Relationship Management (CRM) software can help you assess KPI’s for each of your departments. So how do you use CRM data to measure your KPI's? What information should you be looking for and which questions will your data answer? Below, we’ve listed six of the most commonly assessed areas and the KPI metrics you should look at for each.

SugarCRM Process Author User Group Recap

We see a lot of our customers struggling with Process Author/Advanced Workflow, so we felt this topic was important to address. During yesterday's discussion, Megan and Justin recapped our Chicago Sugar Workshop event and then went on to explain the purpose and uses of Workflow. To illustrate how Process Author functions, Megan built an Advanced Workflow while explaining each step to the audience. Attendees asked their questions throughout and gained clarifications on how to initiate their own Workflows.

How to Handle Customer Complaints, The Right Way

How do you know you’re handling customer complaints the right way? Take the real world encounter I recently had as an example. I bought a pair of shoes knowing I would need to break them in. However, the sixth time I wore them was on a 10 minute walk to the grocery store and by the time I returned home, my heels were so cut up that I had to wear backless shoes for a week.

What About Small Data?

With all the hubbub about Big Data and the Internet of Things (IoT), the value of Small Data has been pushed to the wayside. Big Data analytics teaches us about trends and hidden patterns, but Small Data pulls out the specifics of the current state of business. Why is this short-term thinking helpful?

Searching Tricks in Sugar - Using Wilcards

I’ve been using the % wildcard in Sugar, well, as long as I’ve been using Sugar. But one of my colleagues just taught me additional wildcards! First, a refresher on the use of % in Sugar. Sugar uses % as the standard wildcard in a search, and it works with both global and module searches. Without a wildcard, Sugar searches default to a “starts with” search. This means, for example, a search for “Advisors” would not find the account named “Technology Advisors, Inc.” The trick to searching within the middle of a field is to use the wildcard character, which is the % symbol. You can put the % symbol in front of a search to change it from a “starts with” search to a “contains” search. To continue with the example from above, searching for “%Advisors” will find the account “Technology Advisors, Inc.” even though searching “Advisors” will not.

Display Filtered Lists of Related Records In A SugarCRM Dashlet

Sugar List View Dashlets have functionality to filter and show only records that are related to the record currently being viewed. This functionality only works when editing the Intelligence Panel for a Detail View. Doing this allows me to create a customized view of the data associated to the record I'm viewing. For example, I could see Open Cases or Opportunities related to the Account I'm looking. In addition, I can choose which fields I can see in the list view.

Find All Orphaned Calls in SugarCRM with a Custom REST Endpoint

Technology Advisors is working on cleaning up our internal SugarCRM instance and I was tasked with finding a way to remove all orphaned records so they can be purged. An orphaned record is a record that is not related to a parent record. For example, a Call that is not related to an Account, Contact, Opportunity or Case. This is simple enough to do with a SQL statement in an on-premise instance, but I wanted a way to easily do this in an ondemand instance. I could have created a Scheduler that would mark orphaned records as orphaned or even delete them outright but I wanted to try something new so I created a Custom REST Endpoint that will return the ID of all orphaned Calls. I can then use Starfish ETL to delete or update the records as needed.