Project Detail

Description

I need someone with experience with Sugar CRM 5.2 Community Edition to help me with some customizations.

I do have a developer background but need to accomplish some tasks quickly and I am not fully proficient with customizing SugarCRM.

My business goals are to adapt SugarCRM for a B2C driven company in the service dispatch business. I don't need the complexities of opportunity management, just need to be able to quickly convert a lead to an account and generate a sales order. It would be best if I can have one form that gathers all required purchase information information. I also need the ability to open customer service claims (cases) and assign them to a service provider, which should generate a work order and email it to the contracted provider. The CRM will track contractors as a separate entity.

My business sales process is as follows:
1. Prospect visits our web site or calls in to our office for information, gets entered as a lead.
2. Sales manager assigns leads to reps daily.
3. Sales rep calls lead, enters call notes on lead record, sets follow up call appointment if requested.
4. Sales rep sells a service agreement, converts lead, conversion form comes up, enters additional customer information, selects product(s) sold, enters optional info (discount code, special notes), payment info (credit card, annual pre-pay, monthly recurring), clicks save.
5. CRM will create a new account and a sales order. Sales order remains in the open state.
6. Sales Manager reviews open sales orders nightly, processes payment with our merchant (need CRM to link to our merchant gateway), closes sale.
7. CRM will generate a contract record with term information, covered services, start and end date.
8. CRM will email customer a purchase confirmation and invoice which lists products purchased (can be in the email, don't need a PDF).

My business customer service process is as follows:
1. Customer calls in to make a claim.
2. Service rep enters a new claim, selects service type from a drop down (needs to be limited to only covered services per the customer's contract). Saves claim in system, claim is Open.
3. Service rep assigns contractor (either at the same time claim in entered or later on). Clicks assign contractor field. Presented with a pre-searched and sorted list of contractors based on service type and distance to the customers location.
4. Service rep clicks save after selecting a contractor. CRM performs a validation to ensure that the customer is within the start/end date terms of the agreement, if not rejects assignment and presents a message to the rep. Claim is saved and marked "closed-rejected"
5. If validation passes, CRM emails a work order to the contractor with the customer contact info and claim information. Claim is marked "Assigned"
6. Contractor performs service and calls in with an update, and resolution, service rep enters notes and closes claim. If contractor requires additional visit claim remains open, notes are entered. If contractor can't perform the work claim is re-assigned to an alternate contractor, step 5-6 repeated.

There is more that I want to add and integrate later on, but the above requirements will be enough to get me to a point where I can start using the platform.