Pour some sugar on your cloud; in the name of CRM

SugarCRM used its annual SugarCon conference in New York City this week to launch a new private cloud offering – Sugar Private Cloud – and preview the next generation of its customer relationship management (CRM) platform, Sugar 7.

The private cloud solution provides a flexible deployment alternative to the traditional on-premise SugarCRM implementation, and the vendor said it also means greater control over data, security, resources, and change management through a dedicated, managed private instance of SugarCRM’s CRM applications in the cloud.

“Sugar Private Cloud gives our customers an opportunity to get the best of both worlds –a fully managed CRM service with the location, access, and service levels they choose,” said Lila Tretikov, SugarCRM chief product officer, in a statement. “By leveraging on-demand cloud services without giving up control of their mission-critical data, performance, and security requirements, organizations can work at the speed of business across the world, and deliver a superior end-user experience globally.”

According to SugarCRM, its architecture provides a dedicated database for each customer’s data, ensuring absolute data segregation, as well as higher performance and service and better control for every customer. Change management is controlled by the customer, not the vendor, and a customer can move between on-premise and the cloud as requirements evolve, and can choose from three delivery options SugarCRM On-Demand Multi-tenant service, SugarCRM On-Site and Sugar Private Cloud.

Currently, Sugar Private Cloud is available in the United States, Ireland, Singapore, Japan, Australia and Brazil.

SugarCRM also announced a preview of Sugar 7, the next generation of its customer engagement platform. The new capabilities include:

An embedded Intelligence Panel that provides business, online, and social customer intelligence from a single screen, and the ability to drill down quickly to individual customer information. The dashboard can be personalized information relevant to each user.

A faster and more responsive user experience powered by HTML5 to ensure a seamless experience across tablet, mobile, and desktop devices.

Integrated social tools with enhanced activity streams providing CRM-based, in-context, real-time updates on every account, contact, and deal. Users can monitor activity and collaborate in the context of the customer.

“Social, Mobile, and Cloud Computing are fundamentally changing how people interact with their customers, and ultimately the nature of CRM,” said Larry Augustin, CEO of SugarCRM, in a statement. “The Sugar 7 solution departs from CRM software’s traditional focus on internal management of the sales team. Sugar 7 focuses first on the needs of the user who interacts 1-to-1 with the customer. By leveraging a smart, fast, social customer engagement platform, every customer-facing professional across the enterprise knows their customer better, does their job better, and delivers a consistent, superior experience.”

Sugar 7 will be generally available this summer.

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Jim Love, Chief Content Officer, IT World Canada

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Jeff Jedras
Jeff Jedras
Jeff Jedras is a technology journalist with IT World Canada and a member of the IT Business team. He began his career in technology journalism in the late 1990s, covering the Ottawa technology sector for Silicon Valley North and the Ottawa Business Journal. He later covered the technology scene in Vancouver before joining IT World Canada in Toronto in 2005, covering enterprise IT for ComputerWorld Canada and the channel for Computer Dealer News. His writing has also appeared in the Vancouver Sun & the Ottawa Citizen.

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