How We Use Sugar’s Dashboards

by Christian Wettre on January 1, 2015

The first thing you see when you open Sugar is your personalized dashboard. This dashboard should help you manage your organizational responsibilities inside Sugar.  To accomplish this objective a system administrator or the users themselves (armed by some basic training) should customize the dashboard to reflect their use of Sugar.

As UpCurve Cloud manager, I’ve created a number of dashboards for my own use to provide overview of our:

  • Sales pipeline process
  • Marketing efforts
  • Customer Support interactions
  • Contract renewal processes

My personal preference is to have multiple dashboards.  I use an overview dashboard combined with several more focused departmental dashboards. 

When customizing your dashboard, the two most versatile dashlet components are the List View dashlet and the Saved Reports Chart dashlet. Using the List View you can easily create a list of your most recent hot leads or your highest priority service tickets. Using the Saved Reports Chart dashlet you can use the chart from any standard or custom report in the system to create a visual representation of your data.

I will review three dashboards from my collection.

 

Main Dashboard

SugarCRM Main Dashboard

Here I see a selection of key information managed in Sugar.  From right to left, here is a description of each dashlet:

  1. Current Quarter Sales pipeline
    I use this to remind myself to keep my pipeline up to date and make sure I drive opportunities forward.
     
  2. Leads By Month.
    I use this to monitor the volume of monthly qualified leads entering our sales process.
     
  3. Contract Renewals by Month
    We manage our support and subscription contracts in Sugar and this chart gives me an at a glance view on how we are doing on the current month and what the months ahead are looking like.
     
  4. Recent Leads List View
    This is a key element of each recent lead for quick reference and a reminder to make sure we are following up.
     
  5. New Support Cases Per Month Chart
    This chart shows me the monthly volume of support cases so that I can see what our support team is dealing with at a glance.
     
  6. Twitter Feed
    This dashlet is a live feed from our own Twitter account so that I see what we are communicating.

 

Pipeline Dashboard

Here is a sample of my Sales Pipeline dashboard from our own Sugar system.

SugarCRM Pipeline Dashboard

  1. Pipeline Funnel Chart
    Here we display a traditional pipeline funnel for the current calendar quarter with open opportunities segmented by sales stage. We customize our sales stages to reflect our sales process.
     
  2. Pipeline Creation Chart
    It is useful to see the inflow of new opportunities by month, so here we display the dollar value of opportunities identified by month.
     
  3. Pipeline Win Loss Chart
    This pie chart shows us our win loss ratio. Opportunities need to be closed when we lose them as well as when we win them. It is good to know how we do in general and it keeps the data honest.
     
  4. Open Pipeline by Age Chart
    This chart helps identify older opportunities that have been in the system for longer periods of time and which should be viewed with a critical eye

Below the charts but now shown (to make it a little harder for our competition…) are detailed list views of opportunities in various sales stages for easy reference.

Ideas to expand this dashboard would be to include dashlets showing age ranges of opportunities in days, a pie chart showing reasons for losses, detail breakdowns of opportunity by product line and much more.

 

Customer Support Dashboard

SugarCRM Customer Support Dashboard

The support dashboard gives more detail visibility into the Support activity.

  1. New Cases by Month
    This is a repeat from the main dashboard showing the volume of new cases created per month.
     
  2. Open Cases by User by Status
    This chart shows the number of open cases by assigned user and grouped by the case status (New, Working, Waiting for Customer input, etc).
     
  3. Cases by Product
    This pie chart shows the distribution of open cases by the type of product they are related to.
     
  4. Cases Closed
    This chart shows the number of cases closed by the support desk day by day for the last 30 days.
     
  5. Open Cases by Priority
    This chart shows all open cases by user and grouped by priority.  This is mostly used to spot if a user is handling high priority cases.
     
  6. Cases by Problem Area
    This pie chart shows the distribution of support cases received in the last 90 days by problem area.

 

To learn more about how to manage your dashboards you should review the SugarCRM Home page documenation.

If you would like help organizing your own dashboard metrics we stand at your service. Contact us for a consultation.

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Christian Wettre
President at UpCurve Cloud
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