What is SugarBPM – An Introduction

Introducing SugarBPM: The Advanced Workflow Automation Tool for Streamlined Business Processes

SugarBPM is a powerful automation tool also known as Advanced Workflows in SugarCRM available in both Sugar Cloud and On Premise Solutions. This feature, previously known as Sugar’s Advanced Workflow Engine or Sugar Process Author, is now available in all SugarCRM products, including Sugar Sell, Serve, Enterprise, Enterprise+ and Ultimate editions. SugarBPM enables businesses to streamline their key processes, automate repetitive tasks, and enhance the customer experience.

By leveraging SugarBPM, businesses can simplify their workflows, automate email processes, manage approvals, and streamline sales processes. This advanced workflow automation tool adds advanced BPM functionality to the CRM, allowing businesses to optimize productivity and deliver a seamless customer experience.

Based on BPMN process notation standards, SugarBPM offers an easy to use drag and drop user interface and an intelligent flow designer, enabling users to create powerful process definitions. The tool’s advanced features empower businesses to automate repetitive tasks, freeing up valuable time for employees to focus on critical areas like customer service.

Whether you’re running a small business or a large enterprise, SugarBPM is an invaluable tool for transforming and optimizing your business processes. Its compatibility with various SugarCRM products, ease of use, and advanced features make it an ideal choice for streamlining workflows and boosting productivity.

In summary, SugarBPM is a versatile automation tool that enables businesses to streamline processes, automate repetitive tasks, and deliver an enhanced customer experience. By leveraging its advanced features and compatibility with various SugarCRM products, businesses can optimize their productivity and achieve seamless workflows.

Who should consider SugarBPM?

Workflow Automation for Sales and Support Teams using SugarBPM Tool in SugarCRM

Any organization experiencing growth in their workforce can benefit from Business Process Automation. For instance, a sales team of 50 members using SugarCRM may struggle to manually allocate leads generated by an active marketing team. SugarBPM can automate lead allocation based on location, saving time and effort.

Similarly, large B2C customer support teams handling high volumes of requests can benefit from a customer support portal with issue categorization. SugarBPM can automate allocation of ticket types such as queries, requests, and complaintsto the corresponding teams, reducing manual effort, and improving response time.

SugarBPM’s Business Process Management capabilities allow sales and support teams to focus on value-adding tasks while automating redundant tasks that need monitoring. By leveraging SugarBPM, organizations can optimize their workflows and enhance the customer experience.

SugarBPM Features

SugarBPM Essential Modules for Automating Business Processes

SugarCRM’s BPM features are delivered through 4 unique modules namely

1. Process Definitions
2. Process Business Rules
3. Process Email Templates
4. Processes

There are four modules that together constitute SugarBPM, facilitating the ability to automate complex business processes. Each module has its own relevance and plays an important role in designing the business processes.

Process Definitions

Process Definitions Visual Workflow Designer in SugarBPM

Process Definitions module is equipped with an intuitive visual workflow designer, empowering businesses to easily create and visually adjust their workflow automations as needed. Users can drag and drop elements such as forms, fields, and buttons to customize their automations without needing to write code. This simple and user-friendly approach allows even non-technical users to easily create workflows tailored to their specific business needs. With this tool, businesses can further streamline their operations, resulting in a more efficient workflow, improved productivity, and an enhanced customer experience.

Optimize Business Operations with SugarBPM’s Process Definitions Module

Some of the examples of specific business automation scenarios that can be created using the Process Definitions module in SugarBPM are as below.

1. Automatic Lead Assignment

Automatic Lead Assignment Workflows designed using Sugar BPM

With the visual workflow designer in the Process Definitions module, businesses can easily create workflows to automatically assign incoming leads to the appropriate sales representative based on predefined criteria. This automation can eliminate the need for sales managers and sales representatives to manually process incoming leads, ensuring that they are promptly handled by the appropriate team member.

2. Budget Approval Notifications

Budget Approval Notifications Workflows designed using Process Definitions

The visual designer within the Process Definitions module can be used to create budget approval notifications, ensuring that the relevant stakeholders receive notifications when budget requests need their attention. By streamlining this process, businesses can save time and resources while improving visibility and accountability.

Case Breaching Assignments Workflows designed using Process Definitions

3. Case Breaching Assignments

Using the Process Definitions module’s visual workflow designer, businesses can set up case breaching assignments where escalated cases are automatically assigned to the appropriate team member if they haven’t been resolved within a certain timeframe. This automation ensures that critical issues are addressed promptly and efficiently, contributing to improved customer satisfaction.

By leveraging the power of SugarBPM’s Process Definitions module and visual workflow designer, businesses can streamline various aspects of their operations, resulting in a more efficient workflow, improved productivity, and an enhanced customer experience.

Process Business Rules

A Process Business Rule refers to a set of predefined conditions and outcomes that can be reused across multiple process definitions. The Business Process Rule module is closely integrated with the process definition module, providing businesses with a powerful tool to enforce their policies and make informed decisions based on available data.

One key example of using Business Rules within SugarBPM is in the quote discount approval process. In this scenario, a business may have a policy stating that sales executives can provide a 5% discount at their discretion, but any discounts beyond that require approval from a manager. This policy can be enforced using a Business Process Rule that is integrated into the quote approval workflow. By implementing such a rule, businesses can ensure that their sales team follows established rules and policies, improving visibility and accountability across the organization. Another scenario where Business Rules can be useful is in the distribution of leads based on geography.

For instance, businesses may have different sales teams assigned to particular regions or territories, and they may want to automatically route leads to the appropriate team based on the lead’s location using round robin algorithm or static assignment. By defining a Business Rule based on geographic criteria such as city or region, companies can ensure that leads are assigned to the right team or sales representative, improving the chances of success and enhancing the overall customer experience.

Designing Business Rules for lead assignment to sales team based on geographic location.

With SugarBPM’s powerful Business Process Rule module, businesses have the flexibility to create, reuse, and customize rules as needed, to enforce their business policies and make better-informed decisions. The rules can be easily modified when the policies and criteria change, enabling organizations to adapt and stay ahead of the competition. By leveraging this tool, businesses can streamline their processes, enhance productivity, and improve their bottom line.With SugarBPM’s powerful Business Process Rule module, businesses have the flexibility to create, reuse, and customize rules as needed, to enforce their business policies and make better-informed decisions. The rules can be easily modified when the policies and criteria change, enabling organizations to adapt and stay ahead of the competition. By leveraging this tool, businesses can streamline their processes, enhance productivity, and improve their bottom line.

Process Email Templates

Process Email templates in SugarCRM are pre-designed, customizable email messages that streamline communication with customers and prospects. These templates save time and maintain a consistent, professional image for businesses.

Using email templates in SugarCRM has several advantages. It saves time and effort, as users can select a template, personalize it, and send it instantly. This efficiency boosts productivity, allowing sales and marketing teams to focus on essential tasks.

Efficiently communicate with customers using customizable email templates in SugarCRM

Email templates also ensure messaging and branding consistency. They help maintain a unified brand image and professionalism. Personalization is another benefit. While the main template remains constant, users can insert merge fields to include recipient-specific details, creating a more engaging and tailored experience. Email Templates can be shared across teams, ensuring consistent communication within the organization. This is valuable for larger enterprises with multiple departments.

In conclusion, email templates in SugarCRM offer time-saving benefits, ensure consistency, enable personalization, and support team collaboration. Leveraging this feature streamlines communication, enhances customer engagement, and drives success.


Effortlessly track ongoing processes, approvals, and self-service tasks using the Processes module's dashlet

The Processes module is a key feature of SugarBPM that regular users have access to. By navigating to the Processes module’s list view, users can easily keep track of any ongoing processes that require their approval or review. In addition to this list view, users can also view these processes through the Processes dashlet.

Moreover, the dashlet provides an overview of self-service processes that are waiting to be claimed in the Self Service Processes tab. To ensure smooth process engagement, it is recommended for all users involved in a process to add the Processes dashlet to their home screens.

SugarBPM Administrator Dashboard for Process Management

Unlike email notifications, users will not receive any notification unless the administrator has explicitly configured it within the process definition. The dashlet acts as a convenient tool for users to stay informed about their involvement in a process and enables them to take the necessary actions at the right time.

It is important to note that the Processes dashlet only displays processes that require immediate attention from users, including administrators. This ensures that users are not overwhelmed with unnecessary information and can focus on the tasks at hand.

Bhea in partnership with SugarCRM provides clients with CRM solutions that improve sales and support productiivty.

If you are looking to make your Business Process smooth and easy, then connect us today for a quick demo of SugarCRM and SugarBPM potential.

Liked what you read? Then do check this one out for more info on SugarCRM.Link: SugarCRM vs Salesforce CRM

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