SugarCRM Releases New Digital Self-Service Capabilities

Published: May 30, 2023

SugarCRM is designed to help marketing, sales and service teams get a clear picture of each customer and reach new levels of performance and predictability.

The Lowdown

SugarCRM recently debuted new digital self-service capabilities to help B2B sellers keep pace with customer demands. These new capabilities aim to empower customers to self-serve and connect with brands via 24/7 anytime, anywhere access via desktop or mobile devices.

Back-Of-The-Box Details

With Sugar self-service, all communication and interactions are digitized end-to-end, from the initial service request to final issue resolution. These self-service capabilities, added to the Sugar platform that unites marketing, sales and service teams, are designed to ensure every customer interaction is handled and optimized for growth so agents and account reps can communicate 24/7 to maximize existing customer sales.

In addition, with a modern and intuitive interface and best-in-class multi-factor authentication, the self-service capabilities aim to empower customers to maintain their personal profile, ask questions, submit service requests and create service tickets and easily add attachments. Organizations can seamlessly embed these capabilities into their existing web presence for a consistent brand experience.

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Who It’s For

Self-service capabilities are playing a greater role in the B2B sector and are becoming highly relevant beyond the traditional after-sales service use case, enabling digital engagement all across the customer journey.

What It Solves

According to the company, enabling customers to self-serve increases customer satisfaction and reduces the overall inbound call and ticket volume, as well as operational and infrastructure costs. Customers can find answers or solve problems on their own terms, so teams can spend more time on value-added services.

What Makes It Special

Sugar’s new self-service capabilities are about creating better customer experiences in the moments when it matters to retain customers and nurture and build relationships for improved profitability.


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