Service Level Agreements and SugarCRM workflow. : SierraCRM

Service Level Agreements and SugarCRM workflow.

February 3, 2017

Service Level Agreements and SugarCRM workflow.

Is your company obligated by Contract to deliver timely support to your Customers based on a Service Level Agreement (SLA) and your not using SugarCRM workflow?

If so, it would not surprise me to learn that in the past, the ball was dropped and you missed a key deliverable, thus not only pissing off the Customer, but losing out financially based on the SLA.

This should never happen. Especially if your CFO/CIO has decided to implement a CRM solution based on SugarCRM.

Service Level Agreements and CRM really began to merge in the late 1990’s when the Israeli company Amdocs purchased the original CRM vendor Clarify from Nortel Networks. I worked for Amdocs back then and saw how important it was for Amdocs customers, such as AT&T , to have reliable telecom service based on process automation.

Here’s the scenario: Your company sells expensive widgets that your customers rely on to run their businesses. If the widget fails, your customers begin to lose revenue until that widget is fixed. You sell your customer a Service Level Agreement (Sugar Contract) that by contract guarantees that if the support case or ticket is opened, your obligation is to either have it fixed within 30 minutes, or the case is escalated to the experts at your company that can fix it. If they can’t fix it within 30 minutes then a text message is sent to field support agent to deliver a new widget within the hour.

A business solution such as this was often custom built by a developer in the IT group. Then along came automated workflow in SugarCRM and the ease of building this type of business process was available.

There are two approaches to building this type of workflow in SugarCRM. Both approaches are available in SierraCRM’s Process Manager, but only one is available in SugarCRM’s built in workflow.

The first approach:

  • Start the Process on Case Create
  • Add a condition where the related Account is active on a specific SLA – such as Gold
  • Add a cancel condition to stop the process when the case status is closed
  • Set a timer for 30 minutes, if the case is not closed by then, escalate via Round Robin to Tier 2 Support
  • Set a second timer for 30 minutes, if the case is not closed by then, send an email/text message to field support to deliver a new widget to the Account

The second approach, which you can only do with SierraCRM’s Process Manager and cannot with SugarCRM’s Legacy Workflow or Advanced Workflow run as follows:

  • Setup a process that runs every
  • The process queries the CRM system and finds all Cases created in 30 minutes ago, in which the related Account has an SLA, and the case is still in a not closed Status and the Support Team is not Tier 2 Support
  • For all cases found, escalate the case to Tier 2 Support
  • Create a second Process that runs every minute
  • The process queries the CRM system and finds all Cases created one hour ago, in which the related Account has an SLA, and the case is still not closed and is currently with the Tier 2 Support
  • For all cases found, create the SMS text message, Sugar Notification or email and send to Field Support.

We encourage you to work with your SugarCRM partner or in house Sugar Admin to setup process automation for your company. The benefits are huge, especially if your company is obligated under contract to deliver timely solutions on the issues that crop up for the products you sell.

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