1. Most Common Integrations
Shannon Boyd
Senior Sales Engineer, SugarCRM
April 2013

2. Every Customer
Every User
Every Time

3. Every Customer: Sugar’s out-of-box usage
profiles can be easily extended by integrating
with community-, partner- and vendor-
developed applications. When the scope is
extended, achieving a 360-degree view of the
customer is optimized.

4. Presentation Topics
• What is “out-of-box”?
• Why are extensions necessary?
• How often is Sugar extended?
• Where do extension products originate?
• Which products are most commonly
integrated?
• Who installs the product?
• What about On-Site vs. On-Demand?
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5. What is Out-of-Box (OOB)?
• Sugar’s OOB usage profiles include:
– Sales automation (lead to close)
– Marketing automation (prospect to lead)
– Customer support (issue to resolution)
– Customer lifecycle (360 degree view)
• Plug-ins for Outlook, Word, and Excel
• Connectors for Facebook, Twitter, LinkedIn,
GoToMeeting and more
• All included in every commercial edition!
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6. Why are Extensions Necessary?
• Customers have unique business requirements
and use cases:
– Match adult learners and working professionals with
education options
– Manage futures contracts for traders
– Issue licenses to biotech companies
– Facilitate web-based gift experiences
– Leverage social media for student organizations
– And … manage prisoners!
• Which may be Outside of the Box (OSOB)!
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7. How Often is Sugar Extended?
• Many customers implement CRM as a stand-
alone application
– What about the power of collaboration?
• Our partners report that ~50% of the time, they
are installing some type of extension to address
unique needs
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8. Where Do Extensions Originate?
• Extensions are created by:
– the Developer Community
– Sugar’s Partners
– Product Vendors
• Extensions are available at:
– Sugar Forge
– Sugar Exchange
– Vendor websites
• Google “product and SugarCRM”
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9. Which Categories Are Most Common?
• In a “scientific survey” the most frequently
requested integrations are with:
– Email
– Email Marketing
– Telephone Integration (CTI)
– Calendar
• And, next in line:
– Reporting, Business Intelligence
– Order Management, Products & Quotes
– Mobile
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10. Who Installs the Product?
• Many extensions can be installed by You via
Module Loader
• Some extensions are installed by a Partner
• Others are installed by the originating vendor
• Once installed, the extension may appear:
– In a new panel in the Admin interface
– As a menu item from the navigation bar
– Via fields exposed in the UI
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11. What About On-Site vs. On-Demand?
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On-Site On-Demand
Installed by … • Module Loader
• Code
• Module Loader
Maintained by … • Studio
• Code
• Studio
• Regardless of deployment strategy,
“Upgrade Safe” changes should always be
top-of-mind.
• If possible, install first in a sandbox, then
promote to your production environment.

12. More About Common Integrations
• While partners most commonly integrate:
• There are 100s of products available.
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Product Purpose
ACH Credit card payment
EchoSign Electronic signature
Sage 100 ERP ERP integration
QuickBooks Invoicing
Constant Contact Marketing
DocuSign Electronic signature
Intacct Financial
Zendesk Case management
ActivePrime Search Search engine
Act-On Marketing

13. Finally …
• Is the functionality on Sugar’s roadmap?
• Do you need the extension in the initial
implementation phase?
• Think about:
– Cost (Free, one-time expense, recurring, based on
number of users, etc.)
– Implementation and support strategy (you install, the
vendor installs, who maintains?)
– Commercial editions supported (if the latest Sugar
edition is not listed, what is the plan to support?)
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14. Most Common Integrations
Questions?
Thank you for attending this session
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