What is SugarBPM – An Introduction
SugarBPM is the advanced automation suite that comes along with SugarCRM Enterprise Edition and Ultimate Edition. Earlier it used to be called as Sugar Advanced workflow engine or Process Author. The set of features that come under SugarBPM helps companies automate some of the key business processes like automatically sending emails or getting approvals from higher management etc.
Need for Business Process Management (BPM) in CRM
As the number of employees grow the need for Business Process Automation grows. For example let us think there is a 50 member sales team for an organisation that is using SugarCRM. Let us visualise the marketing team is very active and generates at least 10 to 20 leads per day. Now the biggest challenge is for someone to manually look at the leads and allocated them to sales team members based on the city. With SugarBPM, you can easily set a business process that distributes / automatically assigns the new leads based on the city.
Let us visualise a large customer support team that is a handlinge the queries, requests and complaints of a B2C organisation. Typically the B2C company customers will be very large and let us visualise they get 20 customer support tickets / cases per day. And they have 3 different teams to handled the three different types of requests namely queries, request and complaints. If the team puts a customer support portal where the customer is given a choice to categorise the issue as on of the three types, SugarBPM can help the system automatically allocate the issues to the corresponding team
This kind of automation saves lot of human effort and since this is instantaneous speed and efficiencies to the table. There are many such areas where Business Process Management capabilities are required for today’s sales and support teams to reduce their non value adding tasks . SugarBPM helps in automating these kind of non value adding tasks.
SugarCRM’s BPM features are delivered through 4 unique modules namely
1. Process Definitions
2. Process Business Rules
3. Process Email Templates
There 4 modules together constitute SugarBPM and facilitate the ability to automate complex business processes.
Anyone can learn and rapidly design and build business processes using visual designer that comes with Process Definitions module and Process Business Rules module. Using the process email template module, anyone can receive, analyse, react to emails that are sent as part of the business processes.
Processes module help in viewing all the current processes for troubleshooting and monitoring.
Process Definitions Module
A Business Process is a set of logically connected tasks that needs to be done to achieve a small goal / outcome in an organisation. Process Definitions module in SugarBPM suite helps to define the steps in the overall business process. A process definition consists of a network of activities and their relationships along with the criteria to identify the start and end of the process. In between the start and end event, it contains the individual activities that navigate them towards the End event.
Process Business Rules
A Business Rule in SugarBPM ecosystem is a set of reusable conditions and outcomes that can be embedded in a process definition. The Business Process Rule module is tightly connected with the process definition module. These set of rules can be enforcing a business policy or make a decision based on available information or infer new data from existing data.
Take the example of quote discount approval process. If the company policy is to allow a sales executive to give 5% discount at his discretion and anything above needs an approval from the manager, it can be enforced using the Business Process Rule.
Another example could be distribution of leads based on geography. A business rule can be defined based on the field city which sales executive or which sales team needs the lead to be assigned.
So any business rule can be enforced using the system and at the same time it can be changed as and when the rule changes.
Process Email Template
A Process Email template is required when you want to send an Email message or an alert based on an event in Processs Definition. Even though Sugar has an Emails module and email templates for support and campaigns, process emails need to be triggered from Process Email Templates only.
With the launch of Sugar 9 and SugarBPM, Sugar has once again added more value year after year to keep its product leadership in CRM market.
Bhea in partnership with SugarCRM provides clients with CRM solutions that improve sales and support productiivty.
Contact Us for quick Demo of SugarCRM and SugarBPM capabilities.