We all know it: CRM can get really complex. That’s why many organizations turn to implementation partners to help unlock the maximum value of their CRM investment, from purchase to practice.
To meet this demand head-on, SugarCRM – the innovator of time-aware CX – has acquired W-Systems, Sugar’s North America Reseller of the Year in 2020 and one of the company’s largest global implementation partners.
With this move, Sugar is expanding its ability to provide turnkey implementation services for its time-aware, AI-powered sales, marketing and service software – designed to help companies deliver a “high-definition” customer experience. In addition, W-Systems has developed numerous add-ons that are in high-demand by Sugar customers including document management, calendar enhancements, file storage, messaging services, and more.
“We are excited to have the team at W-Systems, with their deep expertise and dedication to customer success, join Sugar to help fuel our continued growth in the North America region,” said Craig Charlton, CEO of SugarCRM. “W-Systems’ exceptional track record with more than 300 successful Sugar implementations and robust development of strategic add-ons perfectly aligns with our commitment to helping companies improve their business outcomes and achieve a high-definition view of their customers.”
The rapid growth of remote and distributed workforces and their reliance on digital – a by-product of the COVID-19 pandemic – has accelerated the need for easy-to-deploy technologies. However, for many organizations, CRM continues to be a challenge to implement and adopt – particularly for distributed teams. By adding W-Systems to their portfolio, it appears that Sugar is doubling-down on its value as a trusted advisor.
“Speed and expertise are critical factors for companies looking to compete on CX,” said Brent Leary, founder and principal analyst at CRM Essentials. “SugarCRM’s acquisition of W-Systems, a firm with long and deep commitment to serving the Sugar customer community, addresses a growing need for mid-market companies who want a trusted advisor that can help them navigate and succeed in their adoption of next-generation CRM and marketing automation environments.”
According to Gartner, organizations are struggling to keep up with the growth of customer insight data. The speed and precision of artificial intelligence (AI) technologies and analytics, in addition to human insight, will provide the intelligence needed for the CX of the future. SugarCRM has been focused on innovation in all of these key areas, but adding W-Systems may help translate the complexity of bleeding-edge technologies like AI into practical, business-focused applications that validate the impact on CX.
Much like Salesforce, Sugar has also been diversifying their platform services to enhance value and compete more effectively. Most recently, they acquired Salesfusion, a SaaS marketing automation solution, and Node – an AI platform that leverages CRM data.
SugarCRM and W-Systems: What to Expect
Sugar is on the path to becoming more than just a CRM. They are clearly evolving into a unified customer data platform that provides deep intelligence and insights across every facet of CX. Now, armed with marketing automation, personalization, and turnkey implementation services, they have more of the right tools to compete at the top of the market.
W-Systems has been a long-time partner of SugarCRM, and they are fluent in the platform and its deployment. As previously mentioned, W-Systems has developed a number of custom add-ons for Sugar, which continue to be in high-demand amongst customers. These add-ons directly increase the utility and usability of Sugar Sell and Sugar Market (formerly Salesfusion), so we should expect to see more integration around those features.
You can request a demo of the SugarCRM here.
SugarCRM’s time-aware sales, marketing, and service software helps companies deliver a high-definition (HD-CX) customer experience. For mid-market companies and anyone that wants a CX-driven platform, Sugar gives teams the time-aware customer data they need to achieve a clear view of the customer and reach new levels of business performance and predictability, and increase customer lifetime value. More than 4,500 companies in over 120 countries rely on SugarCRM.
W-Systems, acquired by SugarCRM, delivers sales and marketing solutions on a foundation of CRM to help customer-facing teams increase revenue and solve business problems.