SugarCRM Inc. Press Release

SugarCRM Inc., the world’s leading provider of commercial open source customer relationship management (CRM) software, today announced the Customer Self-Service Portal and Knowledgebase for Sugar Professional and Sugar Enterprise customers. The Customer Self-Service Portal and Knowledgebase help companies improve communications with customers while reducing costs by enabling self-service of key CRM business processes.

“CRM is moving beyond the four walls of the enterprise,” said John Roberts, CEO of SugarCRM. “Customer Self-Service Portal and Knowledgebase from SugarCRM give companies the ability to expose key elements of their CRM to customers to serve them more effectively and at a lower cost.”

SugarCRM’s Customer Self-Service Portal allows companies to provide self-service capabilities to customers and prospects for key marketing, sales and support activities. This new functionality allows non-technical users to create and deploy Web-to-lead forms; enables users to log and
manage support cases online; and gives users the ability to manage subscriptions to company communications in an automated fashion. All information from the Customer Self-Service Portal is automatically updated within SugarCRM, eliminating redundant or manual information processing.

The Customer Self-Service Portal is delivered via an installable piece of software that acts as a gateway between customer-facing Web sites and a company’s SugarCRM implementation. Information transmitted through the Customer Self-Service Portal is encrypted at the data level and authenticated against the SugarCRM database. And as with other parts of the SugarCRM application, the Customer Self-Service Portal is fully internationalized and supports date, time and currency conversions.
New Self-Service Portal functionality includes:

— Case Self-Service — Customers can log cases, upload relevant
information, and track cases to resolution without ever having to pick
up a phone. All cases are automatically logged within the SugarCRM
Cases module.
— Account Updates — Allows customers to update account, contact, billing
and shipping address information in one single location.
— Web-to-Lead Forms — Allows prospects to register their contact
information into SugarCRM. Alerts can be created to notify the sales
rep about the new lead.
— Subscription Management — Customers can select and manage their
subscriptions to newsletters and email lists that are automatically
registered within the SugarCRM Campaigns module.
— Knowledge Search — Reduces the number of inbound support calls by
allowing customers to search for resolutions within the Customer
Self-Service Portal. Allows access to the frequently asked questions
(FAQs) written and managed within SugarCRM.
— Branded User Interface — Customer Self-Service Portal allows companies
to maintain their brand identity through the same award-winning user
interface components contained within SugarCRM.
— Sugar Studio Integration — All customizations of the Sugar
Self-Service Portal are managed within Sugar Studio, SugarCRM’s
administrative environment, allowing for easy layout changes, custom
fields, history and revision tracking.

Knowledgebase for Better Information Sharing
The Sugar Knowledgebase helps customer support and engineering teams to better manage and share structured and unstructured information. Knowledgebase allows users to create FAQs, manage files, and search and rate content — all in an easy-to-use interface.

New Knowledgebase functionality includes:
— Content Authoring and Management — Allows users to create searchable
content. The system enables full text search, tagging, categorization
and approvals, plus the ability to add attachments to the content.
— FAQs — Includes full support for the management of FAQs including
authoring, posting, and rating FAQs for internal and external viewing.
— Wikified User Interface — Utilizes a Wiki-like user interface for
managing simple, non-technical content, including posting, linking,
editing and deleting content.
— File Management — Allows users to create, store and tag files for
sharing and retrieval.
— Full-Text Search — Users can perform full-text searches to find the
information they need quickly.
— User Ratings — Support for user ratings on a 1 to 5 scale so users can
rank and prioritize the most useful information.
— Workflow Approvals — Manages the content staging process so that new
material is reviewed by a manager who approves and posts the content.
Workflow Approvals also includes audit tracking for revisions.

Pricing
Sugar Knowledgebase is included in the subscription of commercial editions. Sugar Professional and Sugar Enterprise On-Site are available for $275 and $449 per user per year, respectively. Sugar Professional On-Demand and Sugar Enterprise On-Demand are available for $40 and $75 per user monthly, respectively. Sugar Customer Self-Service Portal pricing varies depending on number of users. Please contact SugarCRM for pricing information.

Availability
Sugar Customer Self-Service Portal and Sugar Knowledgebase are now available at http://www.sugarcrm.com. Access a free 30-day trial of Sugar Professional On-Demand at http://www.sugarcrm.com/crm/ondemand_eval.html.