• by Ray Schultz , September 27, 2019

Customer experience specialist SugarCRM Inc. has unveiled a tool that it says is designed to simplify and speed up the adoption of CX solutions.

The new product, Sugar Connect, provides contextual information about customers to sales and customer service representatives when they are communicating with them by email, the company says.

Sugar Connect synchronizes data with the firm’s Sugar Sell and Sugar Serve services and incorporates email, calendar events, tasks and contacts into a unified customer view, it continues.

In addition, data is enhanced with information from third-party data services, AI-based insights, and next best action guidance, the company states.

Users can access this customer account information from within Microsoft Office 365 or Google G Suite without switching apps, the company says. The firm claims that this integration solves such problems as tab fatigue, missing records ad poor follow-up.

SugarCRM has “removed the tedious work and embedded CX capabilities where they can provide the most value,” states Rich Green, chief product officer at SugarCRM.

Green adds that “one of the biggest reasons customer experience solutions fail is because they require so much of the end user.”

According to the company, Sugar Connect provides a unified customer view, automated data entry, easy CRM and a scheduling assistant. It also allows what the company calls no-touch information management.