SugarCon 2016 logo
SugarCon 2016 logo

Learn How to Transform Relationships at SugarCon 2016!

Hyper-connected customers expect companies to know them intimately -- delivering products, services and communications tailored to their individual needs.  Whole industries are being disrupted by companies that master digital technologies to create better connections and deliver greater value. Everyone knows it’s time to transform or be left behind.


SugarCon 2016 will offer new insight from experts and industry leaders on taking a holistic approach to Transform Relationships. Track sessions will offer real-world strategic and technical input on how to Align Initiatives, Empower Individuals, Orchestrate Interactions, and Deliver Insights that transform customer relationships. Sugar In-Depth sessions will drill deep on how to get the most out of your Sugar investments. Join us for an exciting experience that will help you secure your future in a rapidly changing world. 

June 13 - Mon

General Conference Open
12:00pm

7:00pm
Registration Open
Tech Certification
3:00pm

5:00pm
Sugar Admin, Developer, and Solution Architect Exam Session
Welcome Reception
5:00pm

7:00pm
Welcome Reception & Sponsor Pavilion

June 14 - Tue

7:00am Registration Open
7:30am

8:30am
Breakfast
8:30am

12:00pm
General Sessions
10:00am Sponsor Pavilion Open (closed during General Session)
12:00pm

1:00pm
Lunch
1:00pm

4:50pm
Track Sessions
1:00pm

6:00pm
UnCon
1:00pm

6:00pm
Sugar Labs
7:00pm Sponsor Pavilion Close
8:00pm

11:00pm
SugarCon Party

June 15 - Wed

7:00am Registration Open
7:30am

8:30am
Breakfast
8:30am

12:00pm
General Sessions
10:00am Sponsor Pavilion Open (closed during General Session)
12:00pm

1:00pm
Lunch
1:00pm

3:55pm
Track Sessions
1:00pm

4:15pm
UnCon
1:00pm

6:00pm
Sugar Labs
4:15pm

5:15pm
General Session: App Throwdown
5:15pm

7:00pm
Sponsor Pavilion Reception and Partner Awards Ceremony
General Conference Close

June 16 - Thu

Training Day
7:30am Registration Open
8:00am

9:00am
Breakfast
9:00am

12:00pm
Sugar Product Training
(6 classes offered)
12:00pm

1:00pm
Lunch
1:00pm

3:30pm
Sugar Product Training Continued
(6 classes offered)

Tech Certification
4:00pm

6:00pm
Sugar Admin, Developer, and Solution Architect Exam Session

Track Sessions

Track Align Initiatives
Empower Individuals
Orchestrate Interactions
Deliver Insights
Sugar
In-Depth
Birds of a Feather
UnCon
Sugar Labs
Time
TUESDAY, JUNE 14  
1:00

1:45

Military AutoSource
Managing a Highly Distributed Sales Force with Sugar
Read More

Military AutoSource

John Cannon - Director of IT

Military AutoSource (MAS) provides new, U.S. specification automobiles to active duty military, civilian, DOD employees, and the diplomatic community stationed outside the United States. The company operates more than 100 locations worldwide on U.S. Military bases and at stand-alone locations.

After deciding to replace an in-house MSSQL/VB lead management solution, MAS made the choice to move to a web-based platform that supports an integrated mobile solution. The goal was to upgrade the technology stack the company’s application was built on so they could quickly expand functionality using readily available plugins; therefore allowing rapid expansion of application functionality. The company also wanted to reduce the reliance on small, third-party vendors for this key component of corporate data.

After evaluating many solutions, MAS selected two vendors to proceed with proof-of-concept applications: Salesforce and SugarCRM. The company selected a SugarCRM-based solution for its ability to integrate with legacy systems and handle fast customization. One of the many goals of the move was to develop in-house expertise to reduce ongoing customization and support costs. This seemed to be less achievable in Salesforce than in SugarCRM. Military AutoSource’s distributed sales force, with many face-to-face engagements, required the offline mobile capability in SugarCRM.

In this session, Military AutoSource’s Director of IT, John Cannon, will discuss the company’s use of SugarCRM to manage the customer experience from lead to post-sale delivery, and provide examples of the highly customized user experience. John will reveal how and why the company is considering moving its premise-based SugarCRM deployment into the cloud for even faster and less complex integration, customization, and system maintenance.


The 56Group
Selling the business Value of CRM
Read More

The 56Group

Paul Greenberg - President

A business transformation initiative typically involves multiple departments across the organization. Many of these department heads may be unfamiliar with CRM, or have yet to see its impact in the organization. So, when it comes to time to expand and build more inclusive customer experience initiatives, it is imperative to properly “sell” the business value of CRM as the foundational technology to internal stakeholders. In this session, Paul Greenberg, president of the 56Group and the “Godfather of CRM,” will outline key strategies for presenting the business case for CRM to multiple audiences, citing examples of winning internal change management initiatives across multiple industries.


HPE (Mitsubishi & Suzuki Brazil)
Transforming The Automotive Customer Journey with Sugar: HPE's Story From The Brazilian Market
Read More

HPE (Mitsubishi & Suzuki Brazil)

Jose Carlos Nery - Marketing CRM Director

Buying an automobile is always a major purchase decision. Add the volatile nature of the Brazilian economy, and HPE, the leading provider of Mitsubishi and Suzuki automobiles in Brazil, was facing major business challenges. To combat the volatile market and find growth areas – HPE added more product lines to address more buyer segments, and leveraged Sugar as its platform of choice to manage the lead management, sales and post sales processes. To further increase growth opportunities, HPE has begun a bundled packaging of automobile and service agreements – to both increase revenue and insure greater customer satisfaction. In this session, HPE’s Marketing CRM Director Carlos Nery will explain how the unique market scenarios led to such a profound digital and sales transformation. And, he will outline how the Sugar platform is supporting the management of this sales transformation as part of an overarching customer journey management initiative at HPE.


Emis Health
Building a Seamless Support Center with Sugar

Emis Health

Phil Webb - CTO

EMIS Health sells multiple healthcare technology products and solutions across various healthcare sectors. With complex products and long term relationships, it was critical to have both a frictionless agent-assisted as well as self-service support capability for its multiple business lines. In this informative session, Phil Webb, CTO at EMIS Health will describe how the company has leveraged Sugar’s APIs and platform to build an efficient, customer-focused support experience leveraging Sugar in tandem with content tools, single sign-on, and other smart integrations.


SugarCRM
Sugar Roadmap Overview
Read More

SugarCRM

Jenny Gonsalves - VP Engineering
Dax Farhang - Sr. Director, Product Marketing

Want to learn about the next big thing in Sugar? Want to best align your development and CRM initiative to the core Sugar release cycle? Then this is a can’t-miss SugarCon session! Jenny and Dax will give an in-depth update on the Sugar roadmap including core applications and enhancements to the Sugar platform. See the future of Sugar first hand in this informative, interactive session.


Transforming Marketing to Sales Handoffs

UnCon
Learn more

Sugar Labs
Learn more
1:55

2:40

Sennheiser
Managing B2B and B2C Customer Lifecycles in Sugar
Read More

Sennheiser

Klaus Hoeling - Director Group IT

Sennheiser is a leading global provider of professional grade audio equipment and other consumer electronics. The company sells both direct to businesses such as arenas and other concert venues, as well as through retail channels. But, at the heart, the individual is the center of the equation when it comes to creating lasting, profitable customer relationships. In this session, Klaus Hoeling, Director Group IT at Sennheiser will discuss how the company has leveraged the flexibility of Sugar to manage multiple lines of business in a single Sugar deployment to gain deeper insight across the revenue pipeline.


SugarCRM
Where Are You On The CRM Maturity Axis?
Read More

SugarCRM

Mitch Lieberman - SugarCRM Fellow

CRM is not a technology, but an ongoing journey. And with most journey’s the longer they are the more experienced we become. CRM is no different. As an initiative evolves, the scope, vision and complexity of the project broadens – but so do the benefits. In this session, SugarCRM Fellow Mitch Lieberman will outline the key stages of CRM Maturity, what kinds of benefits each stage offers – and offer up some best practices for both identifying your organization’s current maturity level, and how to advance to the next stage.


Sherwin-Williams
Integrating Multiple Customer Support Lines in a Central Suugr Instance
Read More

Sherwin-Williams

Lori Peterson - Director of Customer Support
Brian Booher - Lead, Customer Support Operations

As a global brand with multiple distribution channels, Sherwin-Williams has a diverse set of customer segments. However, the company wanted to streamline its support operations with a central, Sugar-powered call center to manage both “internal” and “external” customer types. Thanks to the flexibility of Sugar, Sherwin-Williams is now able to manage the customer journey along multiple phases, providing agents and customers alike with the information and access they need to power successful customer lifecycles. Learn how this global brand was able to reduce complexity for a broad customer base, and see some examples of how Sherwin-Williams expertly manages the customer and user experience inside Sugar in this informative session.


Marathon Sports
Building Loyalty and Growing Sales via Deep Marketing Automation Integration with Sugar
Read More

Marathon Sports

Jaime Morillo, CCO

The volatile global economy and major fluctuations in oil prices has created significant challenges for retailers in the country of Ecuador. Marathon Sports, a leading provider of sporting goods in Ecuador and South America, saw import tariffs and subsequent steep price increases of its foreign made sporting goods start to affect sales numbers. To meet this challenge head on, Marathon upgraded its marketing automation capabilities, using Act-On integrated tightly with Sugar to enhance its campaigns and loyalty promotions. Through this integration, Marathon is able to make more compelling offers, and better track uptake and effectiveness among its customer base, thanks to Sugar providing strong customer profiling and segmentation capabilities. In addition, Marathon has also rolled out case management in Sugar to handle customer inquiries post-sale, thus completing a customer lifecycle management initiative built on the Sugar platform. To further improve measurement and understanding of customer satisfaction, Marathon is managing Net Promoter Score collection via Sugar and Act-On, to gain fast insights into customer sentiment. This session, led by Marathon’s Chief Customer Officer Jaime Morillo, is a must for anyone looking to drive customer loyalty and drive sales through innovative, integrated customer lifecycle management.


SugarCRM
Sugar Customization Best Practices
Read More

SugarCRM

Charles Hicks - Director Solutions Architecture

Are you interested in developing Sugar customizations? Would you like to make your existing customizations more robust and upgrade safe? In this session you will learn how to leverage the Sugar REST API, sidecar and metadata frameworks to implement customizations. You’ll also learn tips and tricks that will help you quickly implement upgrade-safe customizations that your Sugar users will love.


Break (30 minutes): Sponsor pavilion
3:10

3:55

HTC
Going "Digital First" With A Global, Distributed High Volume B2C Contact Center
Read More

HTC

Tony Nga - Global Head for Customer Experience

HTC is one of the world’s leading providers of consumer electronics, and manages a highly distributed global customer support operation to support users of its cutting edge products. To meet the needs of today’s customer, and streamline operations, HTC has kicked off a “digital first” initiative with Sugar as the key platform. This initiative involves process streamlining, contact center site consolidation to 10 global sites, and a move towards enhanced self-service with Sugar. In this session, Tony Nga, the Global Head for CX at HTC will outline how Sugar is used to manage customer inquires across 70 countries, and how it’s digital first initiative will drive greater customer satisfaction while reducing costs.


Agfa
Keys to Strong Adoption in a Global Sugar Rollout
Read More

Agfa

Doug Irvine - Global Project Manager

Agfa is a Belgian multinational corporation that develops, manufactures, and distributes analogue and digital imaging products and systems, as well as IT solutions. The company has three divisions and does business across the globe. When rolling out Sugar, the company implemented a regional strategy, securing strong adoption through the engagement of “key users” in the process, acting as ambassadors for the solution and subsequently end user trainers to the broader mass of deployed users. In this session, Doug Irvine, global implementation director at Agfa, will outline how Agfa scoped out it’s global Sugar deployment, and reveal some valuable tips for securing adoption and promoting the value of the CRM initiative along a multi-phased rollout.


Kroton
Student Retention is Customer Retention - How Kroton Reduced Churn in a Challenging Econonmy
Read More

Kroton

Guilherme Franco - Marketing Director

Kroton, one of the largest for-profit higher education providers in South America, was facing some significant challenges. The volatile economy resulted in lower than expected student acquisition. This resulted in a change in strategic direction for Kroton – one focused on customer retention rather than acquisition. Using Sugar as the core platform to manage this strategy, Kroton built out two custom retention-focused modules in Sugar in less than six months, and is already seeing positive results. On top of that, Kroton has even more plans to optimize retention by creating additional customer retention modules. In this session, Kroton’s Marketing Director Guilherme Franco will reveal how Kroton was able to quickly change its strategic direction and improve retention efforts thanks to the flexibility of the Sugar platform.


IBM
Managing a Global CRM Rollout - Lessons Learned from IBM's Epic Deployment
Read More

IBM

Mike Mansell - Sales Architect

IBM’s rollout of Sugar is one of the world’s largest CRM implementations, and also one of the most informative for end users. Sugar helps tens of thousands of IBMers build deeper, more meaningful relationships with IBM’s customers across every touchpoint. In this session, IBM’s Sales Architect Mike Mansell will discuss how IBM has made its Sugar deployment for informative though integration with multiple data sources, rendered through the unique UI of Sugar. Also, Mansell will reveal how IBM is helping to optimize the customer journey by capturing the right information at the right time, and analyzing customer behavior to help every Sugar user make better decisions, faster to boost marketing efficiency and drive sales results.


SugarCRM
Getting Up Close and Personal With Sugar
Read More

SugarCRM

Angel Magana - Technical Account Manager

Is your Sugar implementation properly tailored to the individuals in your business? In this session you’ll learn best practices to leverage Sugar security, teams and roles to implement user experiences purpose-built for your Sugar users. You’ll also learn all about new and existing Sugar features that further enable individuals to personalize their Sugar interface to meet their needs.


Cross Sell/ Upsell
4:05

4:55

TrustSphere
Leveraging your organization’s most important asset – The Relationship Network
Read More

TrustSphere

Manish Goel - CEO

In business it’s not just what you know but also who you know that matters. Leveraging an organization’s collective relationship network can surface previously hidden and unexpected insights that organizations can use to improve sales performance, strengthen the customer journey and accelerate employee on boarding. Sugar is a world class way to manage customer relationships and touchpoints, however statistically less than 10% of customer communications data gets entered into any CRM. There can also be employees who communicate with customers but don’t have access to the CRM. This is where Relationship Analytics tools not only keep communication data current, but provide distinct advantages to the savvy sales executives who proactively interact with Sugar. Learn how Relationship Analytics for Sugar can reveal and leverage an organization’s collective social network. Hear from users how this has improved sales performance and increased adoption of Sugar. This session will also share how SugarCRM and its business partners are increasingly able to leverage TrustSphere’s relationship analytics platform as a ‘microservice’ to deliver real time insights embedded as part of their productivity and collaboration applications.


Act-On
Sugar + Act-On:
A Sales & Marketing Love Story
Read More

Act-On

Jennifer Machgan - Sr. Manager of Partner Marketing

In today's crowded digital landscape, finding a solution provider can be a lot like finding a romantic partner: tedious, time-consuming, often a process of trial and error. It's a challenge that Spinnaker, a supply chain services company, knows only too well -- playing the field back in 2014 in its search for systems that could help automate and modernize its communications, and flirting with a variety of vendors before finding a match in Act-On.

Join Paul Adamson, Spinnaker's Dir. of Marketing and Business Development, and Jennifer Machgan, Act-On's Sr. Manager of Partner Marketing, as they share their MA-CRM love story -- how Act-On and Sugar together can drastically improve sales and marketing alignment, deliver quicker time to value, and enrich the lead-to-revenue process.


PostNord
Managing the Customer Journey with Sugar
Read More

PostNord

Christopher Ostby Andersen - Assistant Sales Director

Postnord, a leading logistics provider in the Nordics region, is facing tight competition and a shifting market landscape. To battle these challenges, Postnord looked to bring the management of the customer journey into its Sugar deployment. Following key workshops and sessions with Sugar and customer journey expert Phil Winters, Postnord was able to first discover valuable customer insights around the internal stakeholders, touchpoints and identify gaps in the customer experience. Then, the company closed these gaps and optimized the customer journey using Sugar as a core system. Learn how Postnord went from mapping to managing the customer journey – and see the strong customer satisfaction and business improvement results – in this highly informative session.


UNIFIN
Using Sugar to Create Individualized Customer Experiences and Financial Services
Read More

UNIFIN

Robert amper - CIO
Jorge Sanchez - IT Subdirector

Unifin, a Mexico-based provider of custom-tailored leasing and other financial services, needed to tailor its CRM to its unique business process. By building on top of the Sugar platform, Unifin has automated the entire customer lifecycle. To achieve this goal, Unifin built integrations to multiple data sources including its Alfresco content management system, its external business process management (BPM) and business rules engines. In addition, Unifin has leveraged tools like Vaadin and Mulesoft to build and manage tasks and capabilities in its user desktop that go far beyond the common functions of a typical CRM system. These include uploading and managing critical documents around the finance origination processes, all the way to managing collections from customers. In this session, Robert Amper, CIO and Jorge Sanchez, IT Subdirector at Unifin will outline the drivers behind the company’s desktop concept, as well as demonstrate some of the technical elements behind their highly integrated and customized vision for creating individualized customer experiences.


SugarCRM
Effectively Leveraging Comunications to Build Deep Customer Relationships
Read More

SugarCRM

Alay Desai - Principal Product Manager

Does your company use email to manage customer relationships? This session will explain how to effectively leverage those email interactions both inside and outside of Sugar to maximize customer relationships. Specific topics will include the Sugar Email plug-ins, server and calendar synchronization, as well as the next generation of Sugar’s email integration.


Driving CRM Adoption
WEDNESDAY, JUNE 15
 
1:00

1:45

CitySprint
Transforming Last Mile Delivery with a Customer-centered Strategy
Read More

CitySprint

Naomi Ward - Director, Client Services
Justin Moore - Sales and Marketing Director

CitySprint is the UK's leading same day distribution network. Hear how CitySprint is transforming their delivery business by focusing on the customer. With a single view of the customer, they have revamped their sales team to support enterprise customers, created new customer-centric KPIs to prioritize areas of improvement, and put in place an agile team to keep their Project Cosmo on track. Capitalizing on the disruption of e-tailers, CitySprint recently launched onthedot, a new type of delivery service that lets customers choose specific 1 hour timeslots to receive their packages.


Mazars
Transforming Client Engagement Through Automation in Sugar
Read More

Mazars

Alison Clack - Director of Business Transformation

As with most organizations a key focus for Mazars is relationships. Maintaining strong client relationships involves access to up to date information, documents, and of course effective service administration, tracking time and activities for billing. Even the process of onboarding new clients can be complex – but Mazars has leveraged back office integration and smart automation inside Sugar to make the process far more efficient, while also more quickly and accurately capturing billing information and invoicing clients. This way, Mazars can focus on their one common goal – to focus on the clients’ agendas and deliver value through a personal touch backed by big experience - not administration of tasks.

Learn from Alison Clack, Director of Business Transformation at Mazars UK, as she describes the business challenges the firm faces, and how automation in Sugar is providing efficiencies and cost savings in addition to enhanced user experiences. Alison will also reveal how they are working at Mazars to ensure the internal users come to see Sugar as an indispensible tool and not just an administrative mandate.


Materion
From Pilot to Enterprise-wide Deployment in 5 Easy Steps: Rapid CRM Expansion Without Sacrificing High Adoption
Read More

Materion

Jason Maher - VP Sales

Materion, a global leader in advanced materials serving multiple markets, had not changed its CRM system in two decades. But, when it wanted to transform its customer-facing operations on to a more modern and flexible platform – the project had an aggressive pace. From an initial pilot in late 2015, to a broader enterprise-wide rollout in 2016, Materion leveraged the flexibility of Sugar and its ecosystem to quickly create a rollout plan that would incorporate multiple geographies, languages, currencies, etc. And since Materion sells into multiple phases of the supply chain for markets like automotive electronics, aerospace, and consumer electronics – the sales process is complex, and maintaining strong relationships with multiple entities is critical. Materion’s Vice President of Sales Jason Maher will outline the drivers to Materion’s transformation, illustrating how Sugar provided the ideal platform for its aggressive rollout – and share insights into gaining strong adoption and effective change management along the way.


Fordham University
Integrating Real-Time Student Information and Predictive Risk Indicators for Student Life Cycle Optimization
Read More

Fordham University

Shaya Phillips - AVP for Information Technology
Marlyn Soto - Sr. Business Analyst

For distinguished higher education institutions like Fordham University, the student lifecycle can span multiple decades. Therefore, it is important that Fordham optimize the relationship at every phase to increase the student experience while reducing financial risk. If a student is trending towards taking more than four years to achieve a baccalaureate degree – this can result in an increase in tuition and fees for the student, but also a decrease in Fordham’s value proposition to prospective students. To combat risk, while also optimizing the student experience, Fordham has integrated a set of real-time indicators that present potential alerts around student life scenarios. In this informative session, Fordham AVP for Information Technology Shaya Phillips and Marlyn Soto, Sr. Business Analyst will outline how they used the flexible platform and open APIs in Sugar to bring together data from their ERP, imaging and other educational proprietary systems to create these highly effective indicators to help Fordham staff identify at-risk students and keep them on a positive path to success.


SugarCRM
Customizing the Mobile Experience
Read More

SugarCRM

The Sugar mobile platform offers CRM users fast, always-on access to critical data on the go. But that’s just the beginning. The SugarCRM Mobile SDK enables developers and partners to create fully custom, purpose-built mobile CRM apps. This session will provide an overview of the SugarCRM Mobile SDK, the Mobile Application Configuration Service (MACS), and other mobile customization capabilities that can help you deliver a mobile experience that’s purpose-built for your users.


Customer Loyalty
   
1:55

2:40

CIAgenda
Transforming the Agent Experience and Taking the Customer's Perspective
Read More

CIAgenda

Phil Winters - Founder

For many industries such as automotive, financial services and other retail operations, the agent is the “front line” when it comes to the customer experience. However, often the tools offered to agents fail to truly capture the customer perspective. This can lead to a major gap between customer expectations and an agent’s ability to identify and solve issues along the customer journey. In this session, customer journey expert and CIAgenda founder Phil Winters will outline the value of empowering customer-facing agents to take the customer perspective, and provide some tips and tricks for optimizing the customer journey across these types of industries.


SugarCRM
Change Management, Governance and Process Alignment
Read More

SugarCRM

Remy Malan - CCO

When deploying a multi-phase Sugar deployment, insuring that the right people are involved, and the right processess are aligned with business goals is just as important as the technology used. In this session, SugarCRM chief customer officer Remy Malan will reveal secrets to successfully involving the right stakeholders, and outline some effective change management best practices to best manage broader CRM initiatives.


P&N Bank
Referrals, Retention and Real-Time Integration in Retail Banking - P&N Bank's Sugar Story
Read More

P&N Bank

Erik Fenna - CIO

P&N Bank in Western Australia has leveraged the Sugar platform to build a more inclusive view of the customer, as well as manage key points of the customer lifecycle. This includes automating and tracking the success of referrals from retail banking associates into the loan team, as well as using Sugar to manage customer retention efforts. Erik Fenna, CIO at P&N Bank will outline his organization’s use of the Sugar platform, and reveal P&N Bank’s vision for deep integration between Sugar and the core banking system to provide real-time customer insights for all users.


3CLogic
How to Extend SugarCRM with Embedded Cloud Communications
Read More

3CLogic

Guillaume Seynhaeve

This session will address the range of added benefits businesses can obtain by extending SugarCRM’s powerful solution with a Computer Telephony Integration (CTI) platform, including optimization of resources, automation of manual processes, and greater visibility into agent-client activity. Join Raj Sharma, COO and President of 3CLogic, and Guillaume Seynhaeve, VP Marketing and Business Development, as they discuss the current state of enterprise sales and service delivery, the crucial gap that exists, and how organizations can successfully bridge the gap with integrated cloud communications. Attendees will uncover best practices as it relates to integrating CTI technology with SugarCRM and how it can complement existing on-premise systems for enhanced agent efficiencies and streamlined service delivery.


SugarCRM
Five Awesome Things You Didn't Know You Could Do With Advanced Workflow
Read More

SugarCRM

Rosaalie Shah - Principal Product Manager

Are you using the Advanced Workflow features in Sugar Enterprise? This session will explore ways to leverage Sugar’s powerful workflow capabilities, including complex business rules and developer extensions, to deliver maximum value. See how Advanced Workflow can help you coordinate and inform all customer-facing individuals across your organization.


Transformative Customer Service
Break (30 minutes)
3:10

3:55

IBM Marketing Cloud
Sponsor Session

Callidus Cloud
Sponsor Session

To Be Announced
Sponsor Session

Magic Software
Integrate Extend, Transform: The Magic of Sugar Integration
Read More

Magic Software

Itai Galmor - VP Global Marketing and Business Development

Organizations running Sugar stand to benefit from use of the Magic xpi Integration Platform for Sugar CRM to integrate, extend and transform end-to-end business processes. Connecting Sugar to back-end systems empowers users with the latest up-to-date information, delights customers with highly responsive interactions and transforms results across the enterprise. Attend this session to learn how-to: Integrate back-end ERP systems with product catalog, inventory and opportunity-to-order conversions; optimize connections between Sugar and marketing automation systems; Improve customer experiences with real-time information accessibility in Sugar and other systems; and transform business results through more efficient and effective use of Sugar’s amazing capabilities.


SugarCRM
Sugar Roadmap Overview
Read More

SugarCRM

Jenny Gonsalves - VP Engineering
Dax Farhang - Sr. Director, Product Marketing

Want to learn about the next big thing in Sugar? Want to best align your development and CRM initiative to the core Sugar release cycle? Then this is a can’t-miss SugarCon session! Jenny and Dax will give an in-depth update on the Sugar roadmap including core applications and enhancements to the Sugar platform. See the future of Sugar first hand in this informative, interactive session.


Customer Journey Implementation Best Practices
 
 
= Customer Spotlight     = Gold Sponsor Session     = Sugar Session     = Thought Leadership Sessions     = Birds of a Feather
 


BACK TO TOP

SugarCon 2016 has more than 35 awesome breakout sessions. In this year’s track sessions, executives and thought leaders from a broad range of industries will address Business Transformation, Strategic IT Management, and technical CRM Development and Deployment topics. Also, SugarCRM technical experts will go in-depth on product roadmap and the latest Sugar capabilities.

This year, we have even more Sugar customer success stories than ever before! SugarCon customer spotlight sessions are designed to help your organization build extraordinary customer relationships. In addition to customer spotlight sessions from Agfa, HTC, IBM, Marathon Sports, Mazars, Mitsubishi/Suzuki Brazil, Postnord, Sennheiser, Sherwin-Williams, Unifin, be sure to check out these highly anticipated sessions:



Align Initiatives

John Cannon

Director of IT

Military AutoSource

Managing a Highly Distributed Sales Force with Sugar
6/14 1:00pm

Military AutoSource (MAS) provides new, U.S. specification automobiles to active duty military, civilian, DOD employees, and the diplomatic community stationed outside the United States. The company operates more than 100 locations worldwide on U.S. Military bases and at stand-alone locations.

After deciding to replace an in-house MSSQL/VB lead management solution, MAS made the choice to move to a web-based platform that supports an integrated mobile solution. The goal was to upgrade the technology stack the company’s application was built on so they could quickly expand functionality using readily available plugins; therefore allowing rapid expansion of application functionality. The company also wanted to reduce the reliance on small, third-party vendors for this key component of corporate data.

After evaluating many solutions, MAS selected two vendors to proceed with proof-of-concept applications: Salesforce and SugarCRM. The company selected a SugarCRM-based solution for its ability to integrate with legacy systems and handle fast customization. One of the many goals of the move was to develop in-house expertise to reduce ongoing customization and support costs. This seemed to be less achievable in Salesforce than in SugarCRM. Military AutoSource’s distributed sales force, with many face-to-face engagements, required the offline mobile capability in SugarCRM.

In this session, Military AutoSource’s Director of IT, John Cannon, will discuss the company’s use of SugarCRM to manage the customer experience from lead to post-sale delivery, and provide examples of the highly customized user experience. John will reveal how and why the company is considering moving its premise-based SugarCRM deployment into the cloud for even faster and less complex integration, customization, and system maintenance.

Klaus Hoeling

Director Group IT

Sennheiser

Managing B2B and B2C Customer Lifecycles in Sugar
6/14 1:55pm

Sennheiser is a leading global provider of professional grade audio equipment and other consumer electronics. The company sells both direct to businesses such as arenas and other concert venues, as well as through retail channels. But, at the heart, the individual is the center of the equation when it comes to creating lasting, profitable customer relationships. In this session, Klaus Hoeling, Director Group IT at Sennheiser will discuss how the company has leveraged the flexibility of Sugar to manage multiple lines of business in a single Sugar deployment to gain deeper insight across the revenue pipeline.

Tony Nga

Global Head for Customer Experience

HTC

Going "Digital First" with a Global, Distributed High Volume B2C Contact Center
6/14 3:10pm

HTC is one of the world’s leading providers of consumer electronics, and manages a highly distributed global customer support operation to support users of its cutting edge products. To meet the needs of today’s customer, and streamline operations, HTC has kicked off a “digital first” initiative with Sugar as the key platform. This initiative involves process streamlining, contact center site consolidation to 10 global sites, and a move towards enhanced self-service with Sugar. In this session, Tony Nga, the Global Head for CX at HTC will outline how Sugar is used to manage customer inquiries across 70 countries, and how it’s digital first initiative will drive greater customer satisfaction while reducing costs.

Manish Goel

CEO

TrustSphere

Leveraging your organization’s most important asset – The Relationship Network
6/14 4:05pm

In business it’s not just what you know but also who you know that matters. Leveraging an organization’s collective relationship network can surface previously hidden and unexpected insights that organizations can use to improve sales performance, strengthen the customer journey and accelerate employee on boarding. Sugar is a world class way to manage customer relationships and touchpoints, however statistically less than 10% of customer communications data gets entered into any CRM. There can also be employees who communicate with customers but don’t have access to the CRM. This is where Relationship Analytics tools not only keep communication data current, but provide distinct advantages to the savvy sales executives who proactively interact with Sugar. Learn how Relationship Analytics for Sugar can reveal and leverage an organization’s collective social network. Hear from users how this has improved sales performance and increased adoption of Sugar. This session will also share how SugarCRM and its business partners are increasingly able to leverage TrustSphere’s relationship analytics platform as a ‘microservice’ to deliver real time insights embedded as part of their productivity and collaboration applications.

Naomi Ward

Dir. Client Services

Justin Moore

Sales and Marketing Director

CitySprint

Transforming Last Mile Delivery with a Customer-centered Strategy
6/15 1:00pm

CitySprint is the UK's leading same day distribution network. Hear how CitySprint is transforming their delivery business by focusing on the customer. With a single view of the customer, they have revamped their sales team to support enterprise customers, created new customer-centric KPIs to prioritize areas of improvement, and put in place an agile team to keep their Project Cosmo on track. Capitalizing on the disruption of e-tailers, CitySprint recently launched onthedot, a new type of delivery service that lets customers choose specific 1 hour timeslots to receive their packages.

Phil Winters

Founder

CIAgenda

Transforming the Agent Experience and Taking the Customer's Perspective
6/15 1:55pm

For many industries such as automotive, financial services and other retail operations, the agent is the “front line” when it comes to the customer experience. However, often the tools offered to agents fail to truly capture the customer perspective. This can lead to a major gap between customer expectations and an agent’s ability to identify and solve issues along the customer journey. In this session, customer journey expert and CIAgenda founder Phil Winters will outline the value of empowering customer-facing agents to take the customer perspective, and provide some tips and tricks for optimizing the customer journey across these types of industries.

Empower Individuals

Paul Greenberg

Selling the Business Value of CRM

The 56Group

Selling the Business Value of CRM
6/14 1:00pm

A business transformation initiative typically involves multiple departments across the organization. Many of these department heads may be unfamiliar with CRM, or have yet to see its impact in the organization. So, when it comes to time to expand and build more inclusive customer experience initiatives, it is imperative to properly “sell” the business value of CRM as the foundational technology to internal stakeholders. In this session, Paul Greenberg, president of the 56Group and the “Godfather of CRM,” will outline key strategies for presenting the business case for CRM to multiple audiences, citing examples of winning internal change management initiatives across multiple industries.

Mitch Lieberman

SugarCRM Fellow

SugarCRM

Where are You on the CRM Maturity Axis?
6/14 1:55pm

CRM is not a technology, but an ongoing journey. And with most journey’s the longer they are the more experienced we become. CRM is no different. As an initiative evolves, the scope, vision and complexity of the project broadens – but so do the benefits. In this session, SugarCRM Fellow Mitch Lieberman will outline the key stages of CRM Maturity, what kinds of benefits each stage offers – and offer up some best practices for both identifying your organization’s current maturity level, and how to advance to the next stage.

Doug Irvine

Global Project Manager

Agfa

Keys to Strong Adoption in a Global Sugar Rollout
6/14 3:10pm

Agfa is a Belgian multinational corporation that develops, manufactures, and distributes analogue and digital imaging products and systems, as well as IT solutions. The company has three divisions and does business across the globe. When rolling out Sugar, the company implemented a regional strategy, securing strong adoption through the engagement of “key users” in the process, acting as ambassadors for the solution and subsequently end user trainers to the broader mass of deployed users. In this session, Doug Irvine, global implementation director at Agfa, will outline how Agfa scoped out it’s global Sugar deployment, and reveal some valuable tips for securing adoption and promoting the value of the CRM initiative along a multi-phased rollout.

Jennifer Machgan

Sr. Manager of Partner Marketing

Act-On

Sugar + Act-On: A Sales & Marketing Love Story
6/14 4:05pm

In today's crowded digital landscape, finding a solution provider can be a lot like finding a romantic partner: tedious, time-consuming, often a process of trial and error. It's a challenge that Spinnaker, a supply chain services company, knows only too well -- playing the field back in 2014 in its search for systems that could help automate and modernize its communications, and flirting with a variety of vendors before finding a match in Act-On.

Join Paul Adamson, Spinnaker's Dir. of Marketing and Business Development, and Jennifer Machgan, Act-On's Sr. Manager of Partner Marketing, as they share their MA-CRM love story -- how Act-On and Sugar together can drastically improve sales and marketing alignment, deliver quicker time to value, and enrich the lead-to-revenue process.

Alison Clack

Director Business Transformation

Mazars UK

Transforming Client Engagement through Automation in Sugar
6/15 1:00pm

As with most organizations a key focus for Mazars is relationships. Maintaining strong client relationships involves access to up to date information, documents, and of course effective service administration, tracking time and activities for billing. Even the process of onboarding new clients can be complex – but Mazars has leveraged back office integration and smart automation inside Sugar to make the process far more efficient, while also more quickly and accurately capturing billing information and invoicing clients. This way, Mazars can focus on their one common goal – to focus on the clients’ agendas and deliver value through a personal touch backed by big experience - not administration of tasks.

Learn from Alison Clack, Director of Business Transformation at Mazars UK, as she describes the business challenges the firm faces, and how automation in Sugar is providing efficiencies and cost savings in addition to enhanced user experiences. Alison will also reveal how they are working at Mazars to ensure the internal users come to see Sugar as an indispensible tool and not just an administrative mandate.

Remy Malan

CCO

SugarCRM

Change Management, Governance and Process Alignment
6/15 1:55pm

When deploying a multi-phase Sugar deployment, insuring that the right people are involved, and the right processess are aligned with business goals is just as important as the technology used. In this session, SugarCRM chief customer officer Remy Malan will reveal secrets to successfully involving the right stakeholders, and outline some effective change management best practices to best manage broader CRM initiatives.

Orchestrate Interactions

Jose Carlos Nery

Marketing CRM Director

HPE (Mitsubishi Brazil)

Transforming the Automotive Customer Journey with Sugar: HPE’s Story from the Brazilian Market
6/14 1:00pm

Buying an automobile is always a major purchase decision. Add the volatile nature of the Brazilian economy, and HPE, the leading provider of Mitsubishi and Suzuki automobiles in Brazil, was facing major business challenges. To combat the volatile market and find growth areas – HPE added more product lines to address more buyer segments, and leveraged Sugar as its platform of choice to manage the lead management, sales and post sales processes. To further increase growth opportunities, HPE has begun a bundled packaging of automobile and service agreements – to both increase revenue and insure greater customer satisfaction. In this session, HPE’s Marketing CRM Director Carlos Nery will explain how the unique market scenarios led to such a profound digital and sales transformation. And, he will outline how the Sugar platform is supporting the management of this sales transformation as part of an overarching customer journey management initiative at HPE.

Lori Peterson

Director of Customer Support

Brian Booher

Lead, Customer Support Operations

Sherwin-Williams

Integrating Multiple Customer Support Lines in a Central Sugar Instance
6/14 1:55pm

As a global brand with multiple distribution channels, Sherwin-Williams has a diverse set of customer segments. However, the company wanted to streamline its support operations with a central, Sugar-powered call center to manage both “internal” and “external” customer types. Thanks to the flexibility of Sugar, Sherwin-Williams is now able to manage the customer journey along multiple phases, providing agents and customers alike with the information and access they need to power successful customer lifecycles. Learn how this global brand was able to reduce complexity for a broad customer base, and see some examples of how Sherwin-Williams expertly manages the customer and user experience inside Sugar in this informative session.

Guilherme Franco

Marketing Director

Kroton

Student Retention is Customer Retention – How Kroton Reduced Churn in a Challenging Economy
6/14 3:10pm

Kroton, one of the largest for-profit higher education providers in South America, was facing some significant challenges. The volatile economy resulted in lower than expected student acquisition. This resulted in a change in strategic direction for Kroton – one focused on customer retention rather than acquisition. Using Sugar as the core platform to manage this strategy, Kroton built out two custom retention-focused modules in Sugar in less than six months, and is already seeing positive results. On top of that, Kroton has even more plans to optimize retention by creating additional customer retention modules. In this session, Kroton’s Marketing Director Marcleo Mearim will reveal how Kroton was able to quickly change its strategic direction and improve retention efforts thanks to the flexibility of the Sugar platform.

Christopher Ostby Andersen

Assistant Sales Director

PostNord

Managing the Customer Journey with Sugar
6/14 4:05pm

Postnord, a leading logistics provider in the Nordics region, is facing tight competition and a shifting market landscape. To battle these challenges, Postnord looked to bring the management of the customer journey into its Sugar deployment. Following key workshops and sessions with Sugar and customer journey expert Phil Winters, Postnord was able to first discover valuable customer insights around the internal stakeholders, touchpoints and identify gaps in the customer experience. Then, the company closed these gaps and optimized the customer journey using Sugar as a core system. Learn how Postnord went from mapping to managing the customer journey – and see the strong customer satisfaction and business improvement results – in this highly informative session.

Jason Maher

VP Sales

Materion

From Pilot to Enterprise-Wide Deployment in Five Easy Steps: Rapid CRM Expansion without Sacrificing High Adoption
6/15 1:00pm

Materion, a global leader in advanced materials serving multiple markets, had not changed its CRM system in two decades. But, when it wanted to transform its customer-facing operations on to a more modern and flexible platform – the project had an aggressive pace. From an initial pilot in late 2015, to a broader enterprise-wide rollout in 2016, Materion leveraged the flexibility of Sugar and its ecosystem to quickly create a rollout plan that would incorporate multiple geographies, languages, currencies, etc. And since Materion sells into multiple phases of the supply chain for markets like automotive electronics, aerospace, and consumer electronics – the sales process is complex, and maintaining strong relationships with multiple entities is critical. Materion’s Vice President of Sales Jason Maher will outline the drivers to Materion’s transformation, illustrating how Sugar provided the ideal platform for its aggressive rollout – and share insights into gaining strong adoption and effective change management along the way.

Erik Fenna

CIO

P&N Bank

Referrals, Retention and Real-Time Integration in Retail Banking – P&N Bank’s Sugar Story
6/15 1:55pm

CUSTOMER APPROVED: P&N Bank in Western Australia has leveraged the Sugar platform to build a more inclusive view of the customer, as well as manage key points of the customer lifecycle. This includes automating and tracking the success of referrals from retail banking associates into the loan team, as well as using Sugar to manage customer retention efforts. Erik Fenna, CIO at P&N Bank will outline his organization’s use of the Sugar platform, and reveal P&N Bank’s vision for deep integration between Sugar and the core banking system to provide real-time customer insights for all users.

Deliver Insights

Jaime Morillo

CCO

Marathon Sports

Building Loyalty and Growing Sales via deep Marketing Automation Integration with Sugar
6/14 1:55pm

The volatile global economy and major fluctuations in oil prices has created significant challenges for retailers in the country of Ecuador. Marathon Sports, a leading provider of sporting goods in Ecuador and South America, saw import tariffs and subsequent steep price increases of its foreign made sporting goods start to affect sales numbers. To meet this challenge head on, Marathon upgraded its marketing automation capabilities, using Act-On integrated tightly with Sugar to enhance its campaigns and loyalty promotions. Through this integration, Marathon is able to make more compelling offers, and better track uptake and effectiveness among its customer base, thanks to Sugar providing strong customer profiling and segmentation capabilities. In addition, Marathon has also rolled out case management in Sugar to handle customer inquiries post-sale, thus completing a customer lifecycle management initiative built on the Sugar platform. To further improve measurement and understanding of customer satisfaction, Marathon is managing Net Promoter Score collection via Sugar and Act-On, to gain fast insights into customer sentiment. This session, led by Marathon’s Chief Customer Officer Jaime Morillo, is a must for anyone looking to drive customer loyalty and drive sales through innovative, integrated customer lifecycle management.

Mike Mansell

Sales Architect

IBM

Managing a Global CRM Rollout - Lessons Learned from IBM's Epic Deployment
6/14 3:10pm

IBM’s rollout of Sugar is one of the world’s largest CRM implementations, and also one of the most informative for end users. Sugar helps tens of thousands of IBMers build deeper, more meaningful relationships with IBM’s customers across every touchpoint. In this session, IBM’s Sales Architect Mike Mansell will discuss how IBM has made its Sugar deployment for informative though integration with multiple data sources, rendered through the unique UI of Sugar. Also, Mansell will reveal how IBM is helping to optimize the customer journey by capturing the right information at the right time, and analyzing customer behavior to help every Sugar user make better decisions, faster to boost marketing efficiency and drive sales results.

Robert Amper

CIO

Jorge Sanchez

IT Subdirector

UNIFIN

Using Sugar to Create Individualized Customer Experiences in Financial Services
6/14 4:05pm

Unifin, a Mexico-based provider of custom-tailored leasing and other financial services, needed to tailor its CRM to its unique business process. By building on top of the Sugar platform, Unifin has automated the entire customer lifecycle. To achieve this goal, Unifin built integrations to multiple data sources including its Alfresco content management system, its external business process management (BPM) and business rules engines. In addition, Unifin has leveraged tools like Vaadin and Mulesoft to build and manage tasks and capabilities in its user desktop that go far beyond the common functions of a typical CRM system. These include uploading and managing critical documents around the finance origination processes, all the way to managing collections from customers. In this session, Robert Amper, CIO and Jorge Sanchez, IT Subdirector at Unifin will outline the drivers behind the company’s desktop concept, as well as demonstrate some of the technical elements behind their highly integrated and customized vision for creating individualized customer experiences.

Shaya Phillips

AVP for Information Technology

Marlyn Soto

Sr. Business Analyst

Fordham University

Integrating Real-Time Student Information and Predictive Risk Indicators for Student Lifecycle Optimization
6/15 1:00pm

For distinguished higher education institutions like Fordham University, the student lifecycle can span multiple decades. Therefore, it is important that Fordham optimize the relationship at every phase to increase the student experience while reducing financial risk. If a student is trending towards taking more than four years to achieve a baccalaureate degree – this can result in an increase in tuition and fees for the student, but also a decrease in Fordham’s value proposition to prospective students. To combat risk, while also optimizing the student experience, Fordham has integrated a set of real-time indicators that present potential alerts around student life scenarios. In this informative session, Fordham AVP for Information Technology Shaya Phillips and Marlyn Soto, Sr. Business Analyst will outline how they used the flexible platform and open APIs in Sugar to bring together data from their ERP, imaging and other educational proprietary systems to create these highly effective indicators to help Fordham staff identify at-risk students and keep them on a positive path to success.

Raj Sharma

COO

Guillaume Seynhaeve

VP Mkt and Business Development

3CLogic

How to Extend SugarCRM with Embedded Cloud Communications
6/15 1:55pm

This session will address the range of added benefits businesses can obtain by extending SugarCRM’s powerful solution with a Computer Telephony Integration (CTI) platform, including optimization of resources, automation of manual processes, and greater visibility into agent-client activity. Join Raj Sharma, COO and President of 3CLogic, and Guillaume Seynhaeve, VP Marketing and Business Development, as they discuss the current state of enterprise sales and service delivery, the crucial gap that exists, and how organizations can successfully bridge the gap with integrated cloud communications. Attendees will uncover best practices as it relates to integrating CTI technology with SugarCRM and how it can complement existing on-premise systems for enhanced agent efficiencies and streamlined service delivery.

Itai Galmor

VP Global Marketing and Business Development

Magic Software

Integrate, Extend, Transform: The Magic of Sugar Integration
6/15 3:10pm

Organizations running Sugar stand to benefit from use of the Magic xpi Integration Platform for Sugar CRM to integrate, extend and transform end-to-end business processes. Connecting Sugar to back-end systems empowers users with the latest up-to-date information, delights customers with highly responsive interactions and transforms results across the enterprise. Attend this session to learn how-to: Integrate back-end ERP systems with product catalog, inventory and opportunity-to-order conversions; optimize connections between Sugar and marketing automation systems; Improve customer experiences with real-time information accessibility in Sugar and other systems; and transform business results through more efficient and effective use of Sugar’s amazing capabilities.

Sugar In-Depth

Dax Farhang

Sr. Dir. of Product Marketing

Jenny Gonsalves

VP Engineering

SugarCRM

Sugar Roadmap Overview
6/14 1:00pm & 6/15 3:10pm

Want to learn about the next big thing in Sugar? Want to best align your development and CRM initiative to the core Sugar release cycle? Then this is a can’t-miss SugarCon session! Jenny and Dax will give an in-depth update on the Sugar roadmap including core applications and enhancements to the Sugar platform. See the future of Sugar first hand in this informative, interactive session.

Angel Magana

Technical Account Manager

SugarCRM

Sugar Customization Best Practices
6/14 1:55pm

Are you interested in developing Sugar customizations? Would you like to make your existing customizations more robust and upgrade safe? In this session you will learn how to leverage the Sugar REST API, sidecar and metadata frameworks to implement customizations. You’ll also learn tips and tricks that will help you quickly implement upgrade-safe customizations that your Sugar users will love.

Charles Hicks

Director Solution Architecture

SugarCRM

Getting Up Close and Personal with Sugar
6/14 3:10pm

Is your Sugar implementation properly tailored to the individuals in your business? In this session you’ll learn best practices to leverage Sugar security, teams and roles to implement user experiences purpose-built for your Sugar users. You’ll also learn all about new and existing Sugar features that further enable individuals to personalize their Sugar interface to meet their needs.

Alay Desai

Principal Product Manager

SugarCRM

Effectively Leveraging Communications To Build Deep Customer Relationships
6/14 4:55pm

Does your company use email to manage customer relationships? This session will explain how to effectively leverage those email interactions both inside and outside of Sugar to maximize customer relationships. Specific topics will include the Sugar Email plug-ins, server and calendar synchronization, as well as the next generation of Sugar’s email integration.

SugarCRM

Customizing the Mobile Experience
6/14 1:00pm

The Sugar mobile platform offers CRM users fast, always-on access to critical data on the go. But that’s just the beginning. The SugarCRM Mobile SDK enables developers and partners to create fully custom, purpose-built mobile CRM apps. This session will provide an overview of the SugarCRM Mobile SDK, the Mobile Application Configuration Service (MACS), and other mobile customization capabilities that can help you deliver a mobile experience that’s purpose-built for your users.

Rosaalie Shah

Principal Product Manager

SugarCRM

Five Awesome Things You didn’t Know You Could do with Advanced Workflow
6/15 1:55pm

Are you using the Advanced Workflow features in Sugar Enterprise? This session will explore ways to leverage Sugar’s powerful workflow capabilities, including complex business rules and developer extensions, to deliver maximum value. See how Advanced Workflow can help you coordinate and inform all customer-facing individuals across your organization.





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The opportunity to sharpen your skills and learn from Sugar experts.


Our hands-on product training program is designed to build your competence and efficiency with Sugar technology so you can immediately boost your job performance and drive results back home. While you’re at it, why not get certified too? If you complete your training and take the certification test at SugarCon, we’ll waive the cost of the exam.

Why Get Certified? Certification Fee of $225 is waived!


You’ve just completed your training and it’s fresh in your memory – certification is available onsite for free. Convenience and cost-savings! Become the go-to Sugar expert at your company.


Register for Training at SugarCon here.

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Getting Started with Sugar for End-Users


Full-day
Track | Times: 9am-3:30pm


Get started by understanding the features and functionality available to those that will be using the application on a daily basis. You will learn Sugar best practices and get hands-on experience with functionality such as basic navigation, searching and filtering, creating records, managing activities, creating reports, and importing and exporting data.


Audience: First time Sugar users (end-users), Sales Reps, Marketing Professionals, Support Users, Managers

Getting Started with Sugar Administration


Full-day
Track | Times: 9am-3:30pm


Through hands-on training, our Certified SugarU Instructors will help you understand and use the administrative features and tools required for success with Sugar. Lessons covered: Understanding Users, Teams, and Roles, Getting Started with Sugar Studio, and How to Develop a Module with Module Builder.


Audience: First-time Sugar Administrators, Project Managers, Solution Architects

Advanced Sugar Administration


Full-day
Track | Times: 9am-3:30pm


This track provides Sugar Administrator users with the tools needed to apply best practices on advanced configuration topics in Sugar. Lessons include Configuring Connectors, advanced Studio functionality, and an intro to Advanced Workflow.


Audience: Intermediate-level Sugar Administrators or Certified Sugar Admin Specialists

Essentials of Implementing Sugar


Full-day
Track | Times: 9am-3:30pm


Implementers, Solution Architects, Project Managers, and Sugar Admins will explore gathering customer business needs, planning for a success, Sugar modules overview, project governance references and exploring the Sugar Project Lifecycle. Attend this track if you’re new to Sugar and want to learn how to best get started in Sugar implementation.


Audience: New to Sugar, Implementers / Solution Architects / Project Managers

Getting Started with Sugar Development


Full-day
Track | Times: 9am-3:30pm


This track is designed for new Sugar developers, responsible for customizing and extending the Sugar platform functionality and user interfaces. Topics in this hands-on class will include the Sugar architecture and data model, the Extension framework, the Sidecar framework and the REST API.


Audience: First-time Sugar Developers

Advanced Sugar Development


Full-day
Track | Times: 9am-3:30pm


The Advanced Sugar Developer track builds upon your general knowledge of the Sugar development framework by introducing additional techniques that can be applied to a range of commonly requested customizations. Attendees will experiment hands-on with selected advanced Sidecar customizations, field customizations, Sugar Security Framework extensions, and server-side customizations.


Audience: Intermediate-level Sugar Developers or Certified Sugar Developer Specialists

Certifications Being Offered:


Free exam sessions: Monday 3pm-5pm and Thursday 4pm-6pm


  • Certified Sugar Administration Specialist (CSAS) (no pre-requisite required)
  • Certified Sugar Developer Specialist (CSDS (no pre-requisite required)
  • Certified Sugar Solution Architect Professional (pre-requisites required: CSAS & CSDS)


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