Automate your sales process for Communications & Media

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okay so i think we'll um we'll get started and this afternoon and thanks very much for everyone who's um who's joined us and for anyone who's uh watching this we are recording it so um if you want to watch it back later on or if you didn't make it and it's no problem we'll make it available and okay so i'll just uh get started here so uh just to introduce myself at gary cullen on the sales marketing director and cro at providence crm and i'm joined today by my colleague at sugar crm erin o'brien who's a senior account executive for the uk and ireland and hopefully she can uh should be able to say hello herself yes perfect thank you gary um thanks for the introduction and yeah thank you to everyone who has joined this afternoon and those who as gary mentioned are maybe listening to the recording um if you want to go to the next slide gary i can talk through the agenda perfect perfect um so today's agenda we do have um some people joining who are existing customers of sugar and providence and then those who might be interested in crm and to purchase sugar so we're gonna go through some subjects that are important for current users and those obviously interested in prm for their businesses so we're going to run through a little bit about who providence crm is whose sugar serum is um boosting productivity and promoting best practices um using sugar anytime anywhere and better leveraging your data within um this drm and then we'll also save some time at the end for uh some q a so we do have i think an hour booked in but we're going to make it short and sweet and maybe stick to about 25 30 minutes of content and leave some time for the end at the end for some questions hope that works for everyone and if you have questions along the way please do enter them into the chat and we'll address those then at the end great next slide please great okay so and just to give an idea of who we are and we're obviously providence crm and we've been in business for pretty a good amount of time we were originally established in 2008 and we specialized in crm around 2008 so and we've been using a crm internally ourselves a very early version of sugar from 2004 and then we formally became a partner in 2008 and from there we went forward and we have about 42 people within the organization spread across varying different skill sets from consultants through to developers business analysts project managers with a wide array of disciplines within the organization and we are solely targeted at crm strategy in this case we'll be discussing um optimizing sales process which is one of the three core tenants of the crm and and obviously then any other business applications or business processes that need to be adopted into the the application um we have a core focus as i mentioned on on crm team management we are based uh predominantly in the dublin office in ireland we've got a core team that are based here but we do have um offices across the uk in spain and in portugal where we have team members who are based there to deliver them either locally or to um to projects that might be running and we actually interestingly enough when covert came along we already had all the tools in place and to allow the teams to work remotely so and luckily enough for ourselves and it wasn't as big a turmoil as it could have been or has been for other organizations um and just from our perspective working with sugar and we are a sugar elite partner and we've been the emea partner of the year in 2017 18 and 19 and which are which is just an awards that we're extremely proud of and we work with a vast array of organizations from both the public sector and the private sector and everything from traditional crm implementations where we're doing sales process automation and service desk or customer support and all the way through to unique business processes that need to be mapped out and we provide the assistance to get the processes mapped and we look at different methodologies and we find what best suits the organization and then we help implement those in the tools that have been adopted so just a brief intro to us and we'll hand over to oh sorry um just to touch on the services that we offer obviously as a value-added reseller of crm and sugar we obviously offer all the consulting implementation integration and training services across the the full delivery of the project like i mentioned earlier and really there that there's been over the years that we've worked within the space we've implemented pretty much every business process we can think of but there are still new and interesting ones that come along that we haven't touched on but we offer the full suite of services from start to finish and we tailor our approach to the organization we work with so if there's a set number of internal skills or there's an advanced process already in place and we're simply just aligning the tool to that process or we can work with you to define that process to start from scratch and build out best practices and with your organization so i'll just hand over to aaron to talk a little bit about sugar great thanks gary so just a little bit about sugar's program um in 2004 with a headquarter in cupertino california so there are offices um all across the u.s and um globally so our emea headquarters is in munich germany and then we also have quite a few people located in the redding office um in the uk so um a lot has uh grown over the last uh 16 years that sugar has been around historically coming from an open source background that leaves sugar with a very um flexible and open tool from obviously its history of starting as an open source platform so it's definitely um sugar's evolved a lot over the last 18 months especially with a big investment into the product offering more of a full customer experience platform with a suite of products including sugar market sugar cell and sugar syrup so some people on the line might be using um sugar serve or all three um it's made it um it's made sugar definitely more agile within the market having um different offerings um throughout the um suite of products that we have so it's been a lot of growth and we have a lot of history within the crm space and and more focusing now on obviously a customer experience platform so as i mentioned there's been a lot of innovation so sugar was acquired by an investment firm called excel kkkr just about two years ago i'd say and so we continue to grow our technology and our offerings which we've had around i think it was five acquisitions in the last 18 months so there's been tremendous growth in terms of the technology that we've added to the sugar sweet and sugar offering so it's made us be able to reach a lot more different customers from all shapes and sizes that triggers a platform that's being used from smaller businesses with maybe 10 licenses up to thousands of licenses with some of our larger customers globally so it's definitely one that can be that can grow within your business as you see growth over time so um just a bit of a highlight over sugar crm and i'll go just into the next slide gary and talk a little bit more around sugar and a bit more on how we've kind of changed and our position now within the marketplace so um sugar serum kind of has four differentiating pillars that we're very proud of the first one being the time aware customer experience platform so with that um we're really making a focus on being time aware so knowing the history of your customers you know what they've done in the last six months or maybe the last few years what they're currently doing now within the business and being able to predict um what could happen in the future with this customer what their likeliness to buy or the overall health of that business and one platform that i know gary's going to touch on later in this webinar is sugar discover so that's something that is going to help our customers be obviously more time aware as they're working with customers within their business the next pillar is the no touch information management so this one's um definitely very relevant to the topic that we have about automating processes um your sales processes and saving you time so we strive to have this no touch um philosophy so obviously no touch is ambitious but as little clicks as possible and automating as many processes as we can and we have a lot of tools that help us with that um some being um sugar bpm which we'll get into which is going to automate your processes within crm there's um also the ability to work within your email using sugarconnect um plugins so being able to add information directly into the crm as you're within your outlook or your gmail so making that really quick and easy to be connected to um sugar and then we also have the continuous cloud innovation so this is um touching on our partnership with aws um so we're able to not only um we host with aws that's where the sugar platform is hosted but we're also able to leverage the different technology that amazon comes out with so having that close relationship with them we're able to bring to market faster technology because we're leveraging um the the speed of technology that amazon is coming out with things so and that's really made it very agile for us to bring more new and exciting innovation to our product offering and then our last pillar is lifelong commitment to customers so um customers being the forefront of our business we obviously want all of our customers to be successful using sugar so that's something that we really strive for and that we're really proud of so as you'll see kind of in the middle where this all ties together as i mentioned from the start we have more of a customer experience platform offering where we have sugar market sugar sell and sugar serve for our customers to choose from um if one product suits them more than others or if you're looking for the full suite it's more now sugar is able to offer kind of all of those things in one platform where historically um we were a bit uh we didn't have all the offerings that we do now so it's been a very exciting 18 to 18 months and where we're able to offer that full suite so we want to just jump into the next slide gary and over to you okay thanks erin so i guess this is kind of what we're here to talk about really um so the game of sales is changing and especially the last um eight to nine months has definitely changed an awful lot of of what's happening out there in the marketplace and how we react to that and especially buyers expectations so what we're seeing and this trend has been running for a number of years but it's really kind of coming home or really focusing at the moment with what's happening in the world but buyers want a personalized experience the buyer has changed how they approach the process has changed it has been evolving and you know i think we've talked about this a lot but really we're seeing it more now than ever and people like the experience they get from the likes of amazon and from apple and google when they purchase something it's a highly automated process it's very hassle free it's very easy and they expect that now from the b2b engagement they expect companies to offer similar standards and and similar high expectations exist as a result of that the challenge that we have is that the decision process is longer um especially since 2018 when the statistics unfortunately some of the statistics take a while to to collate but the process was getting longer it was more more involved there was a lot more um internal processes within the customer themselves and then also from our side we were creating um you know a small delays or or processing and it's it's just the experience itself has tried on i can see and i think aaron you can probably agree over the last few months we've just seen that process elongate even further where with remote working it's a bit more difficult to get the decision makers into a room to have that conversation that might be you know technology and especially budgets are a lot more sensitive so when people are looking at what they're looking to purchase or the product or the service they're really evaluating and taking their time now more than they have in the past and you know the big challenge is that that sales people are feeding back that finding new leads or or getting um new prospects into their funnel into their pipeline is harder than it's ever been before the the marketing teams are shifting between doing an online fully digital campaign using social media shifting back into the that i've found cold calling and it's mixed results each approach is having um you know unusual um unusual results based on the service or the product or the vertical or the industry that we're targeting or the offering or the pitch that we're making and it led to a big increase in in the bdr technologies that are out there and leveraging that really early phase um sales tools that that are kind of almost a step within the marketing automation space or just as you're entering into the lead qualification at the very early start of when the crm process kicks in and what we have seen which is really interesting is in since since the lockdown started across europe we've seen a big jump in the marketing automation space people have moved their marketing spend and their outbound strategies very much more to an automated digital strategy where they're leveraging and the different channels that are available they're monitoring their messaging across multiple channels in an effort to make sure that with everybody working from home people are a lot more time online and they're looking at and engaging in multiple channels which might be a shift for some industries and have been like you know just the rigor for for the last number of years for others but there is a big expectation shift and that's happening around us at the moment that has been like we had a comment one of our and consultants actually we were having a conversation internally about three months ago and the general conversation was that businesses that we're talking to have moved forward about three years in their digital strategy in the space of three months so what we were expecting and forecasting to happen over a number of years happened in a very short period of time as a result of covert and the lockdowns and globally so it's and we've seen a dramatic shift from from the technology adoption from our perspective when we look out to the marketplace and i'm sure um many of you might have seen something similar or or or at least reacting to a shift in that general direction yeah so yeah sorry so um did you i can ultimately sorry yes yes go for that activity if you want to just jump to the next point um or the next slide gary uh so kind of jumping into boosting um productivity um if you want to hit the next slide there we go um can your sales solution do this so obviously talking about being more productive automating processes we of course want to boost productivity and we want our team to save time because nobody wants to be spending you know 15 20 minutes entering things manually into the crm system so with sugar you'll see it's really easy to automate those processes it's easy to automate workflows that's so you're prompted to take action and you're able to really save time because you're not looking for something it's already right at your fingertips so um can your sales solution do this you know help sales reps get ready for a prospect call in minutes not hours of course it takes quite a bit of time if you're looking into a company and into a business or you're looking into the person that you're about to speak with when you hop on a call a sales call to do an initial qualification so you want to be prepared with all the information about this customer or lead before you get on the phone with them so that you're obviously sounding more knowledgeable and that you understand their business and that you're more prepared allowing for effective collaboration across the organization so within sugar you'll see there's an activity stream we're able to collaborate with other parts of the business where you're adding in different tasks different comments but you're also able to have the ability to add tasks for others for other teams if they need to look at something and it's all going to be connected through the dashboard or the home page that they see when they log on so um another thing that's obviously going to save you time is if you have a whole 360 degree view of a customer or a prospect that you're working with so that's knowing what's happened in the past what's happening now and having upcoming activities and engagements planned in to to keep on top so it's always going to save you time when you have all of this information in one place and of course you know the topic of the web webinar automating those sales processes so saving time for your sales rep so that they can actually spend time selling rather than entering in data into the system and looking for that information um for you know a sales call or a customer call that they're gonna have okay so jumping into um a product that we that we offer as a plug-in into sugar which is called hint so some of you might already be using this or part of it before this is a plug-in that's going to pull in we have about 80 different uh we have 80 different uh data sources that we work with and it's publicly available information so it's gdpr compliant where it's going to look out into the internet with these sources that we have relationships with and bring it into um right directly into sugar on a side panel so you're able to really enhance the information on that person or that business so that you're more up-to-date and it's gonna obviously as you know the theme save you time so um there's been a study that this saves um it's i think it's around 18 minutes of time um from googling different things about this business so if i'm looking here this is rich green our chief product officer so it's going to give me all that information around sugar it's going to give me information about rich and if if i were able to scroll down on this it would show me any news articles about sugar so i would be able to know the things happening within the business and it's going to be able to prompt me for any conversations that i'm having with them so just right there that's going to save any seller any um you know customer success rep time because they're going to be able to use hint right directly within sugar so it's delivering key information right within sugar you can click with one click import that into the record um it's going to give you insight of course on that contact and then the news related items where they're going to be there then at the bottom so if you want to go to the next slide gary yeah so that's obviously improving data entry is one of the key time savers that we that we look to so hint is actually one of the core tools that we use the data aggregation and automated data input is obviously one of your your key efficiency gains that you can make and so within the tool you need to promote best practices so obviously having a tool if you're using excel or using something else definitely shifting into a crm especially sugar crm will allow you to drive um huge efficiencies and allow you to automate your processes if you haven't mapped your business process now is a really good time to do it if you have already then you know there's no harm in just reviewing it and making sure that it is it is consistent across the organization and if you are doing that process service design is something really worth looking at it really helps them you know create a framework and allow you to really analyze the end-to-end impact of the decisions that you're making within the process what's more important though is actually consider how the buyer sees the engagement and how they engage with you and they might want to engage via a chatbot or through a live chat or simply by investigating information and then coming to you through a social channel so having having looked at that and researched how is the buyer coming in allows you to have those channels available immediately to facilitate that and again live chat and chat bots and that kind of stuff is all supported and by sugar as a channel that we're able to produce when the person is actually at that stage we just call it lead nurturing it's a fantastic element of marketing automation such as sugar market it allows us to create nurture campaigns to to provide information in context and then monitor the engagement that we have with that content so that we can change to further content at the moment people don't go and buy a product just based on the brochure that we send them they research they spend a good time and wanting to have knowledge wanting to have insights and information that will help them achieve the goals that they have so providing content and getting drip nurture and campaigns going and and providing information in a timely manner is really crucial in today's market once they come in we have to then obviously make that decision of what is the marketing qualified and we need to score using lead scoring that again is built into sugar market once they come in we need to then streamline how we communicate so having email templates available to the salesperson maybe automating that first communication so that it doesn't feel totally automated but you know we automatically assign it to the relevant salesperson we then send a personalized email automatically to the prospect engaging the conversation even something as simple as using sugarconnect to say do you want to pick a time slot in my calendar that would suit you you know these are all steps that would have been manually done that you can simply automate like that over and back about a notice tuesday after three suits you or you know this kind of delay that you get and time that's spent doing that if you can simply send a link to say you pick the time in my calendar that suits you instantly have a meeting scheduled with a prospect without any drama going on and so i'll just move i'll just keep moving forward so when we look at that then we want to automatically so we have a tool built in and to sugar called sugar bpm sugar bpm allows us to automate our business processes within the crm so once we've figured out what the process is we look at the elements that can be automated there is a risk and you have to be careful of not over automating because people instantly like it's it's just intuitive that this is a machine that's doing this and not a person and we want to find that balance between it being personal and from a person and and from it just being an automated process and you're just part of the machine um but being able to schedule callbacks being able to archive your emails create your notes really intuitively and easily and within the crm having your business process mapped allows you to then take those automated steps drive your cons make sure that the sales person knows what they're doing next and what's going to happen and you need to have context in the process to make sure that each communication like what aaron touched on previously by having that 360 degree view knowing all of the communications that have gone out knowing the comments from the last call you had knowing some insight and information about the customer you're going to be talking to all helps drive that context and especially then drives the product match that you might have aligned with that particular customer and within sugar we you know the sugar bpm is very straightforward it's all just drag and drop it makes it really easy to do that but um within there we can actually then create not only our customized emails and templates that we're going to use and the system can generate out and we can drive notifications to the user we could have something simple as this particular prospect is on the website right now looking at something now would be a really good time to pick up the phone and engage or even just send some interesting content and see if the person reviews it and we're able to monitor the emails that we send out to see if it's been viewed if it's been forwarded to somebody else how many times someone is engaged with a particular piece of content all of that stuff just becomes so much more powerful when you're you know stuck at home having to do everything through a laptop and a zoom a zoom channel and what we can also do then is is generate you know anything that that takes time so proposals take a considerable amount of time to pull together having them automatically generate it and then hand it over for the human to do the last bit of personalization you know it's all about trying to drive as much efficiency into the process as we can while consistently being able to monitor what's happening where we are in the process and how that's flowing for both the sales person and the buyer and how we do that is is we we visually map out the process and then we create um contingencies within that so we have a tool that we call the customer journey plug-in and what that allows us to do is to create multiple buyer journeys so and what i touched on previously about having a sales process but having it from the buyers perspective you might have different products or services that actually start or even just buyer personas that come to you from through different channels or at different stages of knowledge and or maturity so being able to recognize those and then create the particular sales process and the sales journey or the buyer journey and for each of those is really important being able to have that mapped into the application so that regardless of the process it guides the user through what are the next best steps that you should take based on what's happened to date and we can touch on something that's really powerful which is um um sugar have an ai now that actually um monitors what's happening and can actually then predict the outcomes so that we can take steps now to drive the best possible outcome but we can touch on that in a little while so what we can do is we can apply these different journeys with different steps it could be scheduled a call do something create a task and this is actually generating content within the application it's assigning tasks to people it's prompting the user to to engage and do something it could just be send this content and at a particular point in time to make sure that we're staying fresh and we're staying in touch or it could be that you have a know your customer process that's quite evolved where you need to actually get certain pieces of information either for a legislative process or just because that is your internal process to allow the best possible engagement and you need to know who particular individuals are and what their role is and how you engage so having that within a visual tool that shows the salesperson what to do based on the type of product service or buyer that you're dealing with is really really powerful and it also then drives huge efficiency within the process because we're just able to take those steps everybody's taking roughly the same approach like one of the biggest issues across a large organization is having a standardized approach having everybody working and in the same direction so that we can then monitor and measure and then start the feedback loop of what works best let's get that back into the crm so that we're evolving the process that has been documented so that everybody is driving towards the best possible outcome which for everybody really is a satisfied happy customer and um revenue for the organization and which is what we're all we're all driving thing towards really like about that customer journey plug-in is um when i'm using it when i complete it when i complete one of the steps then create um a task for me let's say if i've completed a certain task or a step within the process that i'm working with the new opportunity then it it'll automatically put a task in my calendar to follow up with that um with that lead in one week's time if i haven't heard from them or something so it's already putting things into my calendar for follow-ups which really keeps me on top of communication with any customers or opportunities that i'm working with yeah that's it's just so powerful to be able to have you know you don't have to spend your life trying to think about what to do next or or when did i last speak to somebody if the system is helping you drive drive that forward it's it's really powerful within the process yeah um yeah and it's just one last thing just sorry just before you jump in um just one last thing to consider if you are looking um at this is don't over cook the application that you're working with don't have the salesperson spending 50 or 60 percent of their day in putting data into the system you need to find that balance there's no point in making them really efficient and then having that time saving that you've created as a data entry task you know so you have to find that balance between getting enough information so the process will run and you can get your kpis but not having the sales person spending all day long entering data which is why the data aggregation tool like sugar hints is just so so powerful it just minimizes that time spent having sugar connect getting emails and calendar appointments synced and it's it's just really powerful to be able to to keep the sales person engaged and in working opportunities rather than data entry yeah oh no problem well why don't we touch just real quick on um the mobile and then maybe we can jump into a little bit more about um discover node before we take some questions because i know we're coming down to the bottom so um one thing if you want to go the next one perfect um one thing that obviously um we're not using as much now but i hope that we use this for in the future once um you know convert times kind of slows down is that when we're out um on the the road this is something that absolutely saves me tons of time when i'm meeting with customers or prospects i'm able to use the mobile edition of sugar which comes with all of our licenses so i'm able to quickly you know get on my phone and check the details of the customer that i'm working with it's really easy to work from my mobile when i'm obviously not sitting at my desk and it saves me tons of time when i'm on the road and also one of the functionalities that i like a lot is you know when i'm on the tube and i don't have service i'm able to still find what i'm looking for with the offline access so this is something that's really powerful and a lot of sales people especially really love this um this feature from um from sugar so the mobile audition is obviously going to save you tons and tons of time once we're all able to you know leave our houses and go back on the road so if you want to go maybe skip ahead two slides or three slides gary and we'll just hop into if you want to talk a bit more about um node and sugar discover yeah absolutely so and this is a preamble obviously oh yeah go ahead yeah so so i was just going to say that obviously having all of this data within the crm is great but getting those kpis and getting those measurements out you need reporting you need to have that built into the application so you can measure and you can you can then start that feedback loop so obviously sugar itself has full reporting you can have dashboards that allow you to to surface that information in real time there's nobody waiting six months to see did the change in your process give you the desired outcome you should be looking at that in real time and so that's just a standard reporting the tool should have that and you should be able to measure trying to do that with excel or something like that it's just almost impossible you can't really stay on top of it and what sugar have also included in the platform in the last 12 months is sugar discover which is a data analytics tool so what crm applications and sales tools have at the moment is a moment in time where are we today what does it look like right now every time i run my reports i get what is happening right now and what is really powerful about sugar discover is that it records all of the changes in the data as it's happening and stores those with a time stamp in a just a humongous database so that you can actually start to look at things over a period of time so you can say what happened six months ago and compare that to what's happening today or how did this opportunity evolve from a time perspective how did we get from here to here why was there a six month delay in getting from the first status to the second status or what are all the different and conditions that are happening around that not only that then discover no matter what reports you build within the data analytics engine it will then look at what you're trying to to to get out of it and it will then suggest insights that you may not have been looking for so that's hugely powerful especially as a sales director when i'm looking at at certain things in sugar discover and i'm trying to trend where i think um the different changes that i've made to the process are going and what's happening the insight in sugar discover is then telling me things like the average length of time that it takes for an opportunity to close may have changed by 10 in the last 30 days or you know it just starts to float this extra information that i wasn't really thinking about when i built a report but add a huge amount of context and information so sugar discovery is incredibly powerful because it has that aspect of time and that time aware is one of the four pillars that sugar are now building their platform on and it's the only crm player in the market that actually natively just has time built in as a factor and if you then look at the recent acquisition which happened just in august of this year where sugar purchased node which is an ai as a platform and they now have a full ai engine connected into the back end of sugar which then complements discover so not only can we now look backwards in time with discover at any moment in time and start to trend node now analyzes that data and starts to predict into the future so not only are we making changes to our sales process and we're looking at the data right now to find out where we are node is also then telling us where it thinks we're going to be in three months time and that's just insanely um it's alien but just unbelievable tools to get your hands on a as a sales leader within any organization to be able to look at your forecast and say our sales team are forecasting that we're going to do this number but the crm is forecasting the likelihood of that being real is at 80 percent and it has a different number and i think it was an exercise that was run just recently where um about eight or nine months worth of sales data was put in to node and it accurately predicted the outcome of every opportunity by about 85 correct just based on the information it had over the nine months it wasn't told whether the opportunities closed or not and it was able to predict really accurately so um having that ability and a node is built into the crm tool and it's also available with the discover so by default you will get you know insights on the likelihood of this opportunity closing and within the time frame so if you even expected closed date it looks at how opportunities run in general within your system and it will be able to tell you whether or not it's things that will happen and it will predict things like the accuracy of forecasting so based on how forecasting has happened in the past or how opportunities have gone it will look at what it believes those numbers will be over the next six months and and then when you start to change your process and you start that feedback loop node very quickly will start to give you a change in its forecast so you're not having to wait any amount of time to see am i improving my strategy because the system will actually start to predict what those changes are doing so it's incredibly powerful um sugar is the only system in the world at the moment that gives you that time based it's a bit it was a brilliant analogy that one of the guys that said if you're on your phone and you're skipping through photographs it's great because you go back in time you these great memories and you're thinking about where you were perhaps last year and then suddenly you'll hit a video and that whole experience changes when the video plays and just something as simple as that is the difference between having a crm tool and having sugar with that time aware that sugar becomes that video where we can fast forward and rewind we can replay what's happened and then when you drop node in it just comes to life because it starts predicting what's going to happen next so it's it's an incredible new tool that's available and within within the platform okay so that's probably enough for me gary yeah so we just see if there's and there's actually one and okay i don't think there's any that's just you know there might be one or two questions and can you see any there i'm just sorry now i'm just trying to get into it here no problem take your time um what is your favorite part of sugar which makes your job easier yeah no i can i can speak to that so um obviously selling sugar and also i'm using sugar in um in in my daily you know my daily job i'm using it to manage all the leads and customers that i work with so of course for me i'd be i'd be lost without sugar and it really keeps me organized throughout my day and keeps me on top of things so my favorite functionality i'd have to say is probably as of recently um the dashboard and more specifically um the renewals console which we also have kind of a sales console so what that does is um it gives me a list of all the opportunities that i'm working on and when i click it it then will show me all of the details within that opportunity while i'm still in the dashboard so i can see the opportunity i'm working at working with the contact all the details of what i'm selling any calls and meetings that i've made and then if i want to dig deeper into that record i can click right straight group into that record so um the renewals console is something that sugar recently came out with um earlier this year and it's something that i really enjoy using um you know every day when i log into sugar it's the first thing that i see okay pretty good and sarah has posted a question here when will we see node in sugar and i believe that is the q4 release which is um is the q4 or q1 but it's it's imminent they're aiming for the end of next year um or at the end i'm sorry at the end of this year um but it could be um early start to um 2021 yeah so there's there's um i know there's a bunch of innovations coming out in the release that's imminent and i know it is they i believe from they were hoping for it to be really quick but it will be probably q1 which which could be early q1 of next year and this window will will have general availability um so danielle has um has asked how can sales reps see where lead is in the sales process and how will they know if the lead is ready to buy and so i can start that one and there maybe you can pick it up so typically and there's a number of different ways we do it obviously the customer journey plug-in is is by far the best tool to use for that so as we work through the process and as you change data within the opportunity you add calls and meetings we can move the visual representation of the process forward using the customer journey plug-in and you can manually interact with it as well to say that i've done that task and i've moved it forward and and with that as well we can actually call out to other systems so one of the steps in the process could be check with accounts to see that the account has been set up or check do a credit check with credit safe and that will be done automatically and come back and another way is simply by using um a status and sub status drop down so that as we work our way through the opportunity we're able to say manually this is where we are um i know erin do you have any other suggestions a customer that i i work with they have it linked with um customer journey so when they've gone through a specific um steps within the journey it will automatically through bpm change the um status of the of the opportunity from maybe um original discovery call to um proposal and quote or something so it'll be linked to the activities that they've done in the customer journey and then it'll automatically change the status of the opportunity because then any sales managers that are looking at opportunities you're working on can see the opportunity moving through the sales cycle because it's directly linked to the activities you've done in the engagement you've had within customer journey with that specific opportunity great yeah and i think we just do one last question and then we can wrap up i think but uh how can i better leverage my email with in sugar and sure i think you touched on this briefly gary um with sugar connect as the plug-in so um something that's really nice is the connection that you can use with um sugarconnect which is going to connect your email whether that's um you know outlook or um or gmail you can work within sugar while you're in your email so there's going to be a side panel there on the right hand side so you're able to see if someone emails you um if they're an existing customer if it's a new lead if it is a new lead that you've never spoken with before then you can then directly add them into sugar from your email so there's a lot of cool features i know gary talked about you know having someone book in a meeting with you through sugar connect so being able to see your calendar and and book in a time slot so there's a lot of really great functionality that'll make your your day easier and save you lots of time and obviously automate processes you know the theme of today's webinar that you can use within um sugar connect great okay um i don't have anything else i think um at 45 minutes we probably have capitalized enough of everybody's time today but i think if um if anyone's got any questions or is looking for further information we have a short video on service design if you're interested just to get a better understanding of how that works or if you want to see anything that we talked about today in action in in any of the applications or even just to have a chat about ideas or if you want and some insight in help with your own process just feel free to reach out to either myself or aaron and if email sales are proven and someone will definitely come back to you pretty quickly and i promise it won't be an automated email following the webinar we'll um we will personally jump in and pick it up and and follow up with you and but uh for now i'd just like to thank aaron for joining today and and giving us all that insight and um thank all of you for for attending on today's session yeah thank you very much thanks gary and as gary mentioned um feel free to email us if you have any questions so thank you so much for your time and have a great rest of your day yeah okay thanks very much