Sugar Serve

Configurability - We have designed each and every service management process from scratch such as case registration, job allocation, technician visit, cost estimation, customer feedback and job closure. Ease of use - We work with a lot of non-tech-savvy staff. The solution requires only minimal training. It is very intuitive. Process enhancements as part of continuous improvement can be easily incorporated (e.g. changes to existing workflows or creation of new ones)

We have yet to launch this product into production, so there is little to go on at this point. The fact that it is a web-based/cloud application is a benefit.

Setting up automated ticket routing and follow-up sequences has saved us hours of manual work and it also provides a great space to communicate newsletters.

Out of the box customer portal was not useful for us - too many system limitations. Does not seem to be a focus area of the solution. Limited (implementation) partner selection - We are lucky to have an amazing partner. But depending on your region and requirement it might be difficult to find partners of certain categories, especially Tier 1. Multiple updates per year - this is generally a good thing. However, if you are using their cloud solution you are forced to update within a certain time. While this makes a lot of sense from an information security point of view, the value add (from a business point of view) considering the work required is sometimes questionable.

1) Apparent lack of testing 2) Accessibility claims that may not be true 3) During of roll-out

I think the email chains can be a little challenging to manage and the AI isnt as helpful as it could be.