Get Satisfaction and DRI Extend SugarCRM to Enable Social Customer Experience

Get Satisfaction, a community platform for creating engaging customer experiences, announced today at SugarCON 2013 an integrated product capability for SugarCRM. The joint solution developed with DRI, an accomplished value-added reseller (VAR) and longtime Gold Partner for SugarCRM, brings to the popular customer relationship management (CRM) platform engaging social customer capabilities for customer contact and service case management. Congrats to my two friends, Wendy Lea, CEO Of Get Satisfaction and Mitch Lieberman of DRI!

By integrating Get Satisfaction’s best-in-class community solution, SugarCRM’s new social customer experience offering will help companies facilitate genuine customer conversations where customers can ask and answer questions within the community, increase content discoverability and reduce support inquiries — all while enhancing customer experience, customer satisfaction and loyalty.

“Both Get Satisfaction and SugarCRM are focused on helping companies deliver the best possible experiences for their customers,” said Mitch Lieberman, Managing Partner, DRI. “Beyond delivering even more engaging experiences that drive customer satisfaction and retention for their customers, users of the integrated solution from Get Satisfaction and SugarCRM will also be able to scale their support organizations more efficiently while receiving many benefits that contribute to growing revenue.”

The Get Satisfaction Community Platform helps companies capture the authentic voice of their customers at every stage of the lifecycle. And because Get Satisfaction is an open platform, the conversations and content expressed in the community are highly indexed by search engines—ultimately improving the SEO of the hosting companies’ websites. Finally, communities facilitated through Get Satisfaction’s platform reduce support costs, increase product ideas and drive new sales leads for their respective companies.

“DRI, a longtime Gold partner of SugarCRM, understands our customer-first approach to businesses and chose Get Satisfaction accordingly. With the integration of Get Satisfaction, SugarCRM brings an exciting new capability to the platform that our customers are increasingly asking for— the ability to connect their CRM system directly to end consumers,” said Clint Oram, CTO and Co-Founder, SugarCRM. “The entire SugarCRM team is excited to see a valued partner facilitating a new strategic partnership to deliver a product capability that matters.”

“By integrating its CRM solution with Get Satisfaction, SugarCRM is proving that it is serious about putting their customers first and taking a comprehensive approach to customer relationship management,” said Get Satisfaction CEO Wendy Lea. “The partnership will enable SugarCRM to provide its customers with a forum where prospects and customers can engage in authentic conversations about their products and services, and will also give customers a deeper insight into their own users.”

SugarCRM and DRI join a growing portfolio of exciting product and channel partnerships for Get Satisfaction in CRM, enterprise marketing, enabling technologies, and global channels.

Learn more at SugarCON 2013: Visit Get Satisfaction and DRI at booth #314 in the Astor Room.

 

About SugarCRM

SugarCRM democratizes customer engagement, empowering every professional who interacts with the customer to excel at their job. SugarCRM’s market leading open Customer Relationship Management platform delivers the agility, flexibility, and security required to equip each customer facing professional with the information and tools they need to effectively collaborate and engage with their customer, both within and beyond the enterprise. SugarCRM applications have been downloaded more than 11 million times and currently help over 1,000,000 end users across disciplines effectively engage their customers.

More than 6,000 paid subscriber customers have chosen SugarCRM’s On-Site and Cloud Computing services over proprietary alternatives. SugarCRM has been recognized for its customer success and product innovation by CRM MagazineInfoWorld and Customer Interaction Solutions.

About DRI

DRI is a global consultancy company. With offices in five countries and successful project delivery, worldwide, DRI helps organizations to foster engagement and enhance customer experience through digital channels. DRI has four main areas of application focus: Web, Platforms, Mobile and Emerging Media; all connected to CRM, Social CRM and Business Intelligence solutions. DRI innovates with its customers, building solutions using agile methods, leading to the optimal match between the business need, technology and function.

About Get Satisfaction

Headquartered in San Francisco, Get Satisfaction helps companies create engaging customer experiences by fostering online conversations about their products and services at every stage of the lifecycle. Companies of all sizes, such as Intuit, Kellogg’s and Sonos rely, on the Get Satisfaction Community Platform to acquire new customers, provide better service and build better products. Today, Get Satisfaction powers 70,000 active customer communities hosting more than 35 million consumers each month. For a free trial, visit www.getsatisfaction.com.

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