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CRM Made Simple: 6 Video FAQs with Provident CRM




Implementing a CRM system like SugarCRM can be a game-changer for your business, but with its extensive features, customisable dashboards, and myriad of unique functionalities, it can also feel a bit overwhelming. Whether you’re a new user trying to get started or a seasoned professional looking to optimise your processes, navigating through SugarCRM’s capabilities can raise many questions.

Investing in a powerful technology, no matter how user-friendly, often requires expert guidance. At Provident CRM, we understand the importance of addressing your queries directly. Trevor Rogerson, our Senior Sales Executive, recently sat down to field some of your most frequently asked questions – each with a detailed video response.

Use the links below to jump to the topics that most interest you!

  1. What makes SugarCRM so user friendly?
  2. What are the best practices for evaluating and optimising processes within SugarCRM?
  3. How can I optimise and streamline sales processes within SugarCRM?
  4. Who owns my data within SugarCRM?
  5. Can I make calls directly from within my SugarCRM mobile app?
  6. Can I download my reports and forecasts directly from my dashboard on SugarCRM?


1. What makes SugarCRM so user friendly?

What’s the one thing almost everyone looks for when they start using a new app, software, or CRM system? User-friendliness.

Above, Trevor highlights how SugarCRM’s customisation capabilities are key to its user-friendly nature, allowing you to tailor the system to your unique business needs:

  • Extensive Customisation: SugarCRM can be tailored to meet the specific needs of different businesses, improving user experience by adapting its functions to individual requirements.
  • Role-Based Dashboards and Navigation: Users are organised based on their roles and teams, with customised dashboards and navigation bars designed for their specific daily tasks and permissions.
  • User-Specific Field Views: The CRM shows relevant fields on screens, such as leads, contacts, and accounts, based on the user’s role, ensuring that each user sees information relevant to their job.
  • Improved User Adoption: By customising fields and navigation bars, SugarCRM simplifies navigation, processes, and data entry, driving higher user adoption. As Trevor explains, this addresses one of the biggest challenges companies face when implementing a CRM system.
  • Ease of Access: The intuitive setup ensures that users, whether they are salespeople, service personnel, or managers, can easily access the modules and information they frequently use, improving overall efficiency.


2. What are the best practices for evaluating and optimising processes within SugarCRM?

When it comes to optimising your processes within SugarCRM, Trevor emphasises the importance of setting up regular cadences for auditing and evaluating your CRM. Your best bet is to align these audits with SugarCRM’s quarterly updates, allowing you to stay informed about new features and enhancements and assess how they impact your business operations.

Sugar Club, a platform provided by SugarCRM, offers valuable resources such as release notes and short explainer videos accompanying each update. Aligning your audit schedule with these updates allows you to see firsthand how new processes affect your usage of the platform.

At Provident CRM, we take it a step further by hosting quarterly Lunch & Learn sessions. During these sessions, our experts deep dive into the latest updates and new releases, answering user questions live and offering a platform for you to connect with other users and discover insider tips for your specific use case.


3. How can I optimise and streamline sales processes within SugarCRM?

In addressing the question of optimising and streamlining sales processes within SugarCRM, Trevor highlights a powerful feature that can significantly enhance efficiency: automated notifications and alerts.

SugarCRM can be set up to send notifications or alerts when specific actions occur, such as lead conversions or the creation of new opportunities. These notifications are important for keeping users informed about important changes in their sales pipeline, ensuring that active leads are promptly followed up on.

For instance, when a Business Development Representative (BDR) passes a prospect to a sales representative as an active lead, SugarCRM can automatically send an email notification to the sales rep. The notification email includes a link back to the relevant lead record in SugarCRM, allowing the sales rep to quickly review qualification notes provided by the BDR and use other SugarCRM tools to readily convert the lead into an opportunity.

This streamlined process eliminates manual follow-ups and ensures that important leads are promptly attended to, ultimately enhancing the overall efficiency of your sales operations.


4. Who owns my data within SugarCRM?

The answer is simple – you do. When your data is hosted within Sugar Cloud, there are two important roles to understand: controllers and processors.

Under GDPR regulations, a controller determines why and how personal data is processed, while a processor handles data processing on behalf of the controller. In the case of SugarCRM, they act as the processor of customer data, processing it strictly in accordance with customer instructions.

In essence, this means that you, the customer, have full control over your data. SugarCRM respects your ownership and ensures that your data is handled with the utmost care and compliance.


5. Can I make calls directly from my SugarCRM mobile app?


SugarCRM’s mobile app seamlessly integrates with your device’s native calling functionality. This means you can initiate calls directly from the app while viewing relevant records, making it easier to track communication activities and ensure that call history is captured within the CRM system.

To make calls from the SugarCRM mobile app, all you need to do is ensure you have the latest version of the app installed on your device. Additionally, make sure your SugarCRM instance is configured to enable this functionality, and you’ll be ready to start making calls on the go!


6. Can I download my reports and forecasts directly from my dashboard on SugarCRM?

You sure can!

When it comes to accessing your reports and forecasts in SugarCRM, Trevor explains that you have convenient options for extracting this valuable data.

Firstly, you can download a PDF version of the report, making it easy to present the data as seen in Sugar.

Alternatively, you can export the raw data to a CSV file. While this option excludes charts, reports, and tables, it provides you with the data itself, which you can then use as needed for further analysis or for high-level reporting.

Moreover, SugarCRM offers the flexibility to set up scheduled reports. This means you can automate the generation and delivery of reports to relevant parties via email, complete with attached PDFs or embedded charts. This feature streamlines the process, ensuring that the right information reaches the right people at the right time, making your workflow even more efficient!



Want more guidance on making SugarCRM work for you? Reach out to us!

At Provident CRM, we believe that success is not just about using the right tools; it’s about using them in the right way. With our team of dedicated experts by your side, you can navigate the complexities SugarCRM with ease. 

We’re here to help you proactively and strategically leverage your CRM to its full potential. You can reach out to us directly via the link below anytime with your queries or to book a personalised expert consultation.

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