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    Sugar Serve

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    Sold by: SugarCRM 
    Streamline customer service and provide a differentiated, positive experience at every touch point with Sugar Serve, the customer support software for the customer service heroes.
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    28 external reviews
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    Listing Thumbnail

    Sugar Serve

     Info
    Sold by: SugarCRM 
    View purchase options

    Overview

    Streamline customer service and provide a differentiated, positive experience at every touch point. Say goodbye to clunky, disjointed support tools and say hello to Sugar Serve. Serve provides a rich, branded service experience for your customers and a powerful, easy-to-use and intuitive console for your service agents. Providing all the information you need to resolve your customers issues from a single screen, Serve eliminates blind spots and enables your support professionals to focus on creating customers for life.

    You can find more information in the Sugar Serve Overview, which can be downloaded from the following link: https://sugarcrm-aws-marketplace-public-assets.s3.us-east-1.amazonaws.com/Sugar+Serve.pdf 

    Please read our Pricing Policy https://www.sugarcrm.com/legal/pricing-policy/ 

    Highlights

    • Omnichannel Engagement, Self-Service, Service Agent Console, Reports and Dashboards, Case Management, Sugar Automate, SLA Management, Sentiment Analyst

    Details

    Sold by
    SugarCRM 
    Categories
    CRM 
    Delivery method

    Features and programs

    Financing for AWS Marketplace purchases

    AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
    Financing for AWS Marketplace purchases
    View financing details

    Pricing

    Sugar Serve

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    View purchase options
    Pricing is based on contract duration. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.

    12-month contract (1)

     Info
    Dimension
    Description
    Cost/12 months
    Users
    Minimum of 10 Users
    $9,600.00

    Vendor refund policy

    All transactions are final; no refunds or cancellations will be allowed.

    Legal

    Vendor terms and conditions

    Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .

    Content disclaimer

    Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.

    Usage information

     Info

    Delivery details

    Software as a Service (SaaS)

    SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.

    Resources

    Vendor resources

    See product video 

    Support

    Vendor support

    Sugar Support currently provides local support by three regions: US, EMEA, and APAC. Based on the physical location of your company, your support window will align with the appropriate support region. For service-level agreement (SLA) response times and regional business hours, refer to the Support Offerings page for the latest information.

    You can go to the following link for more information.

    https://support.sugarcrm.com/resources/working_with_sugar_support/#SLA_Expectations .

    AWS infrastructure support

    AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.

    Get support

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    Customer reviews

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    Ratings and reviews

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    0 AWS reviews
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    28 external reviews
    External reviews are sourced from G2  and are not included in the star rating for this product.
    James O.

    Sugar has enabled Select to diversify and grow

    Reviewed on Nov 13, 2024
    Review provided by G2
    What do you like best about the product?
    The ability to scale, customise, configure all aspects of the business while implementing processes and efficencies.
    What do you dislike about the product?
    License costs are too high and this will be a big decision regarding the renewal
    What problems is the product solving and how is that benefiting you?
    Using quote templates ensures uniform customer journeys
    Leave a comment0 comments
    Nord H.

    One of the best customer service platforms going

    Reviewed on Nov 13, 2024
    Review provided by G2
    What do you like best about the product?
    Sugar Serve delivers a complete solution for customer support teams, with robust tools for case management, SLA tracking, reporting, and self-service. Designed for scalability, integration, and efficiency, it’s an ideal choice for businesses aiming to improve response times, increase customer satisfaction, and streamline support operations. With Sugar Serve, companies gain the flexibility and insights needed to create consistently excellent customer experiences.
    What do you dislike about the product?
    Lack of UI customisation e.g. colours and branding
    What problems is the product solving and how is that benefiting you?
    A key feature of Sugar Serve is its built-in SLA (Service Level Agreement) management. This tool helps ensure teams adhere to response and resolution time requirements, prioritizing cases according to SLA standards so that critical issues are resolved promptly. This proactive approach helps teams meet customer expectations while reducing the risk of SLA violations.
    Leave a comment0 comments
    Manufacturing

    Effective tool with easy to use features

    Reviewed on Nov 03, 2024
    Review provided by G2
    What do you like best about the product?
    Sugar Serve is a very effective tool, with capabilities to store and manage data in a very effective manner.
    Being an Admin for the platform within my company it is important that the features are easy enough to use, that the users within the business engage with the platform.
    Sugar Serve is also easy to integrate with other softwares to enhance a full experience
    What do you dislike about the product?
    There is nothing that I have come accross that I would say that I dislike, any issues I have encountered have been able to be solved.
    What problems is the product solving and how is that benefiting you?
    My team are able to easily access data from our customer database, and knowledge hub, to help our customers more effectively, and come to a solution
    Leave a comment0 comments
    Manufacturing

    Simple and Easy to use for users and admins alike.

    Reviewed on Oct 11, 2024
    Review provided by G2
    What do you like best about the product?
    The user experience is consistent across the various modules, including anything that is customized. Users are able to utilize the system from their computer and mobile devices when they are on the road. They are also able to integrate the Outlook accounts for quick and easy archiving of emails from customers and distributors. Users are able to access the system daily, including weekends. Implementing Sugar, was assisted with the cloud team of Sugar to assist with implementing our environment based off of our business needs and use cases.
    What do you dislike about the product?
    The customer portal is limited in it's current capability. Would like to be able to leverage it as a customer support portal for both customers and distributors.
    What problems is the product solving and how is that benefiting you?
    Customers are able to fill out a web form to request assistance. This is then imported into Sugar, and then routed to the customer service team. Currently the system is more manually driven as the current solution is more of a stop-gap without a fully fledged out cutomer portal.

    Most of our use case is utilizing the platform for our Sales and Marketing team to drive customer sales, engagement, and retention.
    Leave a comment0 comments
    Jessica F.

    A great improvement for our support team!

    Reviewed on Apr 30, 2024
    Review provided by G2
    What do you like best about the product?
    The best feature is probably that tickets are seamlessly integrated with our CRM data which is where we manage our sales and operations, however the actual ticket management functionality is very good as well.
    What do you dislike about the product?
    We have not run into any major downsides yet, as everything has been very easy to customize to our needs.
    What problems is the product solving and how is that benefiting you?
    customers can submit support tickets via email, that route directly into serve. Employees can also create tickets on behalf of customers or for their own internal needs. Everything is available to the whole company and very transparent which is much better than our former platform.
    Leave a comment0 comments
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