People feel valued when brands take the effort to focus on customer-brand relationship across touchpoints. This is where exceptional customer experience can retain patrons. However, scaling a company comes at a cost- manual work is no longer helpful. This is where automation needs to step in. It improves lead conversions by 107% and offers 17% better forecast accuracy, as per this market research study.  

Additionally, people expect personalization and better customer support throughout their journey with the brand. Here is where you need Merren integration with SugarCRM. In this blog, we will discuss the ample benefits of this sweet integration. 

What is SugarCRM?

SugarCRM is a versatile customer relationship management (CRM) platform that is B2C oriented. It is designed to enhance customer interactions and boost business growth. It streamlines sales and marketing processes, automates customer support, and offers robust reporting and analytics tools. SugarCRM provides mobile access and supports both on-premise and cloud deployment. It can be customized and is capable of integrating with various third-party applications. It is a flexible solution for managing and analyzing customer data throughout the lifecycle.

Benefits of Merren Integration with SugarCRM

SugarCRM is a B2C customer relationship management platform. Its integration with Merren can help businesses excel in customer experience management. 

Here are 7 benefits to note:

1. Multi-touchpoint compatible survey templates:

Merren’s survey templates are pre-designed and pre-tested. This saves you from a lot of manual errors. The survey templates can be customized and pushed via multiple touchpoints with the help of SugarCRM integration. CX teams can schedule gentle nudges to encourage people to respond in-the-moment. 

2. Track response status with CX automation:

Track responses status- unattended, half-done or completed on the Merren CX dashboard. Identify touchpoints that have higher number of participants. Divert resources to enhance the workflows of active touchpoints. This helps you capture leads at hot pockets, take responses from current customers and close feedback loops on detractors. 

3. Metrics made smooth with customer support tracking:

Launch Customer Effort Score (CES) metrics with Merren. Segregate people based on the effort they have taken to complete a conversation with customer service agents. With SugarCRM integration, you can manage customer service requests and track high friction touchpoints.

4. Customize dashboard as per reporting needs:

Create your own questionnaires, edit the response types and curate your own respondent base with Merren. Integrate with SugarCRM and modify workflows, layouts and modules as per your business needs.

5. Get high response rate with multiple survey channels:

Merren’s massive advantage lies in its multichannel survey channels. WhatsApp surveys, Facebook messenger surveys, chatbots, dynamic email surveys can capture responses higher than the average industry standard. With SugarCRM, you will get the best of both worlds- multichannel surveys and a unified yet interactive dashboard for your business. 

6. Marketing and sales automation for a hands-free approach:

CX marketers can create market research surveys and schedule it for different timelines and audiences. The campaigns will be published hands free with the help of marketing automation. You can now track leads, opportunities, enquiries and get sales forecasting tools for your benefit. 

7. AI-driven analytical tools for customer insights:

Use Merren’s AI-driven analytics that can segregate responses on the dashboard for a quick view. Get instant transcripts using speech-to-text analysis. This integration helps you view detailed reporting for wider insights into sales performance, marketing effectiveness and customer behaviour.  

Conclusion

Viewing your customers in high definition is the motto of SugarCRM. Merren follows this vision and offers a wide range of benefits for CX marketers. With the help of intelligent account management, SugarCRM and Merren can give you an overview of customer activities across touch points. Use generative AI and get smart insights in a few clicks. Most of the activities can be conducted hands-free. Remain free from manual mistakes and take advantage of top rated CRM platforms to scale your business. To see what you can do with this integration, sign up for a 14 day free trial with Merren. No credit card needed.