IntegratedCustomer Service Management

SugarCRM and OTRS

What you will learn in this session:

• How to meet business needs with best source solutions.

• How to connect OTRS and Sugar to gain the full benefits of seamless cross system integration.

• How to keep your customers happy and provide your sales force with complete customer information.

Agenda:

• it-novum

• integrated processes

• details– accounts and contacts– contracts– tickets

• live

• conclusion

• questions

IT-NOVUM: Your Partner for Open Business Solutions

>65 employees

ø 20% annual growth

>60% external customers, medium and large enterprises

branches in the D-A-CH* region

datacenter of KAP-AG

synergies & inovation according to concern affiliation

Projekt Management

and Consulting

Rollout and Training Integration and

InterfacesSupport andSubscription

Hosting and Managed Services

Design and Architecture

„Best-Source“

Covering the complete value chain

it-novum SolutionsD

ata

in

tegra

tion

and -

transf

er

Frontend & PortaleOffice-Solutions, Browser, mobile devices

InfrastructureOS, Hardware, Data Base, Backup, …

CRM ECM ERP ITSM Customer spec..

Workflow & Prozess Engine

Dashboards, Key Figures, Reporting and Analysis

Open Minded Business Solutions – the Magic Triangle with IT-NOVUM

ITIL, ROI, €,SLAetc.

BUSINESS

TECHNOLOGY

Best Source as basis for business process

optimization to close the gap

between technology and business

SAP

Microsoft

etc.

Alfresco, Palo, OTRS,

Pentaho, liferay,

nagios, sugaretc.

integrationcooperation

Integrated processes

Gain benefits by using integrated processes:– seamless business processes

– broad information

– save time

– avoid faults

– increase in efficiency

– improve in quality

– save costs

• Use the best source approach with it-novum.

Accounts, contacts and contracts

Contract details and SLAs

Contract details and SLAs

Contract details and SLAs

Customers (OTRS)

Customers (OTRS)

Tickets I

Tickets I

Tickets II

Tickets II

Tickets III

Tickets III

Conclusions

SugarCRM and OTRS– Seamless process integration

– Manage customer and contract data in Sugar

– Automated transfer of data into OTRS

– Manage your tickets in OTRS

– Create new contacts in OTRS

– Tickets are displayed in Sugar

Benefits – Relevant information about customers in Sugar and in OTRS

– Manage your data just once

– Avoid faults and save time

– Increase efficiency

– Improve quality

Sugar – OTRS

Q&A

Thank you very much!Infos, WhitePapers, Webinars etc.

www.it-novum.com

Contacts:

• Uwe Eilers• +49-661/103-986• uwe.eilers@it-novum.com

it-novum GmbH

info@it-novum.comFon:+49-661/103-333

Edelzeller Strasse 4436043 Fulda