“SugarCRM technology is able to help executives guide their businesses towards what their customers and employees demand, offering them an incredible experience.”
As highlighted by the expert, one of the most influential executives in the ICT sector, included in the “Channel Chief Leaders 2018” ranking of the publication CRN Magazine, “SugarCRM technology is capable of helping executives guide their businesses towards what their customers and employees demand, offering them an incredible experience.” The new version of this platform introduces, among its many new features, a privacy module adapted to the new European data protection regulation (known by its acronym in English as GDPR), which provides certainty to business managers, as Oram himself stressed. This executive, who, in his own words, has “worked all his life on customer experience,” also highlighted the advanced analysis capabilities that have been added in this version, “to even know when is the best time to try to sell to a certain customer.” The founder of SugarCRM took the opportunity to insist to those present on his company’s strategy, “very focused on the cloud, on the user experience and customer engagement, but also focused on personal productivity.”
“True digital transformation has to empower employees, optimize operations, engage customers and, ultimately, transform your product.”
As a testimony to a successful project, Carlos J. Fernández, CIO of Viajes El Corte Inglés, stressed that “we have managed to extract knowledge from the data in order to be able to act more efficiently with that intelligence. True digital transformation has to empower employees, optimize operations, involve customers and, in the end, transform your product.” This “never-ending journey,” as he himself defined it, began at Viajes El Corte Inglés in 2010, with the aim of replacing its “monolithic and transactional” systems, also in the words of Carlos J. Fernández, with “a base for data to be transformed into information, based on CRM.” The travel company, a national leader in vacation and business products, recognizes the value and results of an initiative “that has allowed us to collect scattered and unconnected data from customer reservations, which resided in different, also different, systems, in a single module that, as a large repository, offers us views of what each customer does.” The manager, who highlights “the trust that the Spanish integrator redk has given us from the beginning,” also maintains that “CRM must be a knowledge base, much more than a database, so that all the information about what the customer buys, what they do before making this acquisition, and what their opinion is about this purchasing experience can converge.
