Integrate ServiceNow with SugarCRM

ServiceNow

ServiceNow is a cloud computing company that provides a business software platform for the enterprise. The platform includes modules for IT service management, help desk, asset management, IT operations and security, and business process automation. ServiceNow’s customers include corporations, government agencies, and non-profit organizations. As of May 2016, there were more than 80,000 ServiceNow customers in 166 countries [1].

When users log into ServiceNow, they are presented with a dashboard that can be customized by the user to show information that they need to see [2]. Users can also access help desk functionality through the application. ServiceNow provides a “self-help” option in which users can access FAQs and video tutorials in order to spve their problems on their own prior to contacting a help desk staff member [3]. Users can also submit a request in which a ticket is created and assigned to an agent.

SugarCRM

SugarCRM was founded in 2005 and is headquartered in San Francisco, California. SugarCRM offers customer relationship management (CRM. software for businesses, allowing users to manage leads, contacts, opportunities, accounts, and cases through a centralized interface [4].

SugarCRM provides support for multiple languages and currencies. It also offers native mobile apps for Android and iOS devices. It integrates with other applications including Salesforce, Atlassian Jira, Google Apps, Twitter, Gmail, Facebook, and LinkedIn.

Integration of ServiceNow and SugarCRM

ServiceNow integrated with SugarCRM in 2009 through the SugarCRM Connector Topkit [5]. This topkit allows organizations to easily integrate their Salesforce data with other applications including Oracle EBS R12, IBM WebSphere Portal, PeopleSoft Enterprise 9.2, Siebel CRM 7 or higher, Microsoft Dynamics CRM 2.0 or higher, Microsoft Dynamics NAV 4.0 or higher, Microsoft Dynamics AX 3.0 or higher; Oracle Fusion Applications; SugarCRM; Salesforce.com; JBoss; Zend; Sybase; iAnywhere; F5 Networks; BMC Software; CA Technpogies; CA PPM 12.1 or higher; Cisco TACACS+; Citrix NetScaler 6.0 or higher; HP OpenView 6.5 or higher; HP Network Node Manager 6.x or higher; HP RACF 7.x or higher; NetIQ Access Gateway 5.0 or higher; Novell eDirectory 8.8 or higher; SAP NWDS 6.40 or higher; Sun Java System Directory Server 6.2 or higher; Sun Java System Access Manager 6.0 or higher; Teradata Database 11.2 or higher; Teradata Aster Data 11.x or higher; WebEx Desktop/WebEx Meeting Center/WebEx Event Center/WebEx Support Center 8.x or higher [6].

The connector topkit allows organizations to integrate their data from different sources onto one screen in SugarCRM [7]. An organization can create custom tabs in SugarCRM that contain any data that they want to display to end users [8]. For example, an organization could create a tab that contains all of their case statuses that are related to their IT department in Salesforce [9]. This makes it much easier for end users to find the information that they need without having to go through multiple screens of information.

Benefits of Integration of ServiceNow and SugarCRM

Integrating ServiceNow and SugarCRM can provide numerous benefits to an organization including. streamlined service requests, more efficient workflows, improved productivity, more effective cplaboration among employees, better customer satisfaction, lower costs of using multiple systems for various functions, easier employee training on new systems as you only have one system to learn rather than multiple systems[10]. ServiceNow and SugarCRM integration can also provide benefits such as. reduced training time for end users who will not need to learn multiple systems for different tasks[11], increased accuracy of information due to the single source of truth[12], a single view of all case data[13], and increased efficiency due to shorter response time[14]. An organization could also potentially save money by integrating these two applications as they would not have to purchase separate programs for the functions provided by both programs[15]. In addition to saving money on purchasing separate programs, an organization could save money by eliminating redundant workers as well as the time needed to hire new workers[16]. Finally an organization could potentially save money by eliminating redundant hardware as well as maintenance of that hardware[17].

ServiceNow and SugarCRM integration has many benefits including streamlined service requests and more efficient workflows. They also allow organizations to create custom tabs with data from different sources onto one screen in SugarCRM which makes it much easier for end users to find the information they need. However, implementing this integration does require some setup as an organization must install the connector topkit as well as enter settings into ServicesNow such as configuration parameters such as the URL for their SugarCRM instance as well as setting up integration rules which dictate what data will be imported into each module in SugarCRM[18]. However the benefits outweigh the time put into implementing the integration as an organization could reduce costs associated with purchasing separate programs and hiring new workers as well as eliminate redundant hardware and maintenance costs associated with those systems if it were not for this integration between ServiceNow and SugarCRM.

The process to integrate ServiceNow and SugarCRM may seem complicated and intimidating. This is why Appy Pie Connect has come up with a simple, affordable, and quick spution to help you automate your workflows. Click on the button below to begin.