Queen of the Details
February 12, 2016
Queen of the Details
Score 6 out of 10
Vetted Review
Verified User
Software Version
Other
Overall Satisfaction with SugarCRM
SugarCRM is being used to track and note web service Requests. My use was specifically in that capacity, though the software is used throughout the organization. We needed a way to be able to monitor the workload of incoming requests, as well as a way to communicate actions taken on each request.
- SugarCRM includes a number of fields for details, so the requests are complete in their level of detail.
- SugarCRM has a number of dropdowns that exactly capture the description of the service.
- SugarCRM integrates with email, so users get an email update whenever a status is changed.
- Initially you discover that using the Back button is futile, and you have to navigate via the breadcrumbs in the page hierarchy. Having Back button capability would be great.
- The use of SugarCRM has led to better customer service as employees are able to know the status of their project proposal. They can clearly see what stage of completion their project is at (date-specific).
- Increased employee efficiency as multiple people are not working on the same request. Employees can clearly see if a request is being serviced and able to pick up the next request in the queue.
I have used BMC FootPrints for similar internal IT service tracking and I found updates to be slow. The home page/user interface was not as easy to grasp as SugarCRM's was. SugarCRM was already implemented in my previous organization when I arrived, and I was able to grasp its interface pretty quickly and easily. The fields are very descriptive and the dropdowns usually provide the answer I am looking for.