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Implementing SugarCRM 5.x by Michael Whitehead, Angel Magaña

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Customer self-service portals

After automating the lead capture process, the most common step that follows in linking your customers into your CRM system is the self-service portal.

Just as it sounds, this is a software system that enables your customers to exchange information with your organization in a completely autonomous manner. In this initial implementation, we will show you how to implement a system that allows customers to submit and manage service cases directly within your CRM system.

Most of us have had the experience of needing to contact a call center to address a customer service issue or other matters. Usually, that process involves staying on hold for some time time. If you are lucky, the time that you stay on hold is not long, ...

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