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360-Degree Customer View Delivered through Zendesk's Partnership with SugarCRM

Zendesk and SugarCRM’s (News - Alert) alliance was announced recently. Zendesk, a leading help-desk software provider on cloud technology, integrated its service with one of the fastest growing CRM or customer relationship management companies in the world, SugarCRM. The Zendesk and SugarCRM service allows customers to flawlessly support agents’ access to the SugarCRM customer information from the Zendesk help desk software, with the reverse also being possible.

In a release, Zack Urlocker, COO of Zendesk said that, “In order to provide the best possible service, companies need a holistic understanding of each customer relationship. Zendesk for SugarCRM ensures important details don't get lost between sales and support, so every customer interaction can build on and strengthen the existing relationship."

Clint Oram, CTO and co-founder of SugarCRM said that, “Nothing is more valuable to a company than its customers. With Zendesk for SugarCRM, users are able to see the whole customer picture, from sales to support, including up-to-the-minute customer support information straight from the help desk. All customer interactions are tracked, meaning a quicker resolution time and happier customers."

Sales, support data and marketing is created into a single combined view by the Zendesk for SugarCRM service. Some functionalities of the combination include a single whole view of the opportunities and customers right from the sales stage to support stage to marketing programs. It also includes a storage area for all important CRM information within Zendesk’s profile, thereby providing more efficient decision making abilities. SugarCRM also offers a direct access to the support ticket management function of Zendesk.

Anthony Madama, the Senior Technical Support Engineer at Brightidea, has stated that they value the highly streamlined platform data system, and that the integration of Zendesk and SugarCRM has allowed for a connection between support data and sales information. This has helped them build their cross department communication channels, and helped in maintaining a stable rate of customer satisfaction.

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Carolyn John is a Contributor to TMCnet. To read more of her articles, please columnist page.

Edited by Jennifer Russell