Wizard Systems

Sage CRM: What to Expect in 2025 and Beyond

As a Sage CRM supplier, we're excited to share insights into the future of this powerful CRM solution. Drawing directly from Sage's product vision and development roadmap, here’s what you can anticipate in the coming years.

Integration and Usability

Sage is focused on ensuring seamless integration with Sage accounting products, especially for North American users of Sage 300 and 100, and UK users of Sage 200. The aim is to improve usability through enhanced reporting and the incorporation of user feedback.

AI and Automation

Looking ahead, Sage CRM will empower users with insights derived from their systems. This includes leveraging deterministic AI and other AI applications, alongside improved notification features.

API Power and Modernisation

Significant improvements to the Sage CRM API are planned. The modernisation of interfaces, a priority since 2022, continues with the goal of rationalising screens and improving both user and administrative experiences.

Key Updates in 2024

In 2024, Sage CRM delivered a fully 64-bit experience on the Java side as part of its modernisation strategy.

What's Coming in 2025?

Sage CRM is set to receive a substantial investment in 2025 to address technical debt and introduce new features and updates.

2025 R1 Focus:

• Exchange Integration: A primary focus is on refining the Exchange integration, adapting to the evolving Microsoft landscape, including the end of application impersonation and Exchange Web Services. This involves utilising MS Graph for Exchange Online.
• Interface Simplification: Efforts will be made to simplify the user interface, improve the administrative experience, and streamline field orientation.
• Demo Data Refinement: Demo data and metadata will be refactored to enhance the demo experience and eliminate redundancies.
• Reporting Expansion: Dashboards will be expanded with new Fusion chart types.
• Enhanced Support Tools: System administrators will benefit from features like the ability to zip and send logs to the support team, plus silent install capabilities for rapid deployment.

2025 R2 Enhancements:

• Visual Interface Updates: New avatars will be introduced, displaying team member photographs within the interface and calendars, with colour-coding to indicate team affiliations.
• Reporting Improvements: Enhanced reporting functionalities will include automatically generated and distributed reports.
• WhatsApp Integration: WhatsApp integration is also planned.

Under the Hood: Technical Modernisation

A major undertaking for 2025 is the 64-bit architecture transition. This involves:

• Updating the eware dll and development tools
• Upgrading Java runtimes
• Replacing deprecated components
• Refactoring code for performance optimisation
• Ensuring continued compatibility of ASP pages and .NET components during upgrades

Simplifying Licensing

Sage aims for straightforward licensing, providing full access to all features (mobile, self-service, APIs, etc.) with every Sage CRM license. This simplified approach is particularly beneficial for markets like South Africa.

Single Sign-On

Single sign-on (SSO) and multi-factor authentication (MFA) are being targeted as part of the 2025 developments, leveraging Graph and other APIs.

Internal Experiments and Team Structure

An internal experiment is planned for 2025, exploring the Sage Network and modules to accelerate development. Changes to team structures and workflows aim to maximise development time for new features and updates.

With these advancements, Sage CRM is poised to offer even greater value to businesses. We're here to help you navigate these updates and leverage the full potential of Sage CRM for your organisation.  Contact Wizard Systems for more information and CRM support on Sage.

Sage CRM - Important Information for users of Exchange Online

Sage CRM Sage recently shared the news Microsoft is phasing out the Application Impersonation role for Exchange Online. This process began in May 2024 and will conclude with its full removal by February 2025. Application Impersonation allows applications to access user mailboxes on their behalf. With its removal, new methods will be required for applications to connect to MS Exchange Online, aimed at enhancing security and standardising mailbox access across Microsoft services.

Sage CRM Impacts This change only affects Exchange Online users. The Application Impersonation role is essential for Sage CRM’s integration with Exchange Online, enabling the system to access and manage mailbox data. For organisations using Exchange On-Premise servers: There is no indication from Microsoft of plans to remove Application Impersonation. It remains assignable and manageable via PowerShell in these environments. Organisations using Exchange On-Premise can continue to utilise Application Impersonation without disruption. The current EWS-based integration will remain unaffected. For organisations using Exchange Online: Once the Application Impersonation role is withdrawn, customers using Exchange Online may experience interruptions in connectivity.

What steps are Sage taking? To address this change, the Sage CRM team are currently developing version specific patches to ensure the Sage CRM and Exchange Online integration. This patch will ensure compatibility after the removal of Application Impersonation. For customers implementing Sage CRM with a new instance of Microsoft Exchange Online, Sage recommend holding off on attempting the integration until the upcoming patches are released. The removal of the Application Impersonation role in Exchange Online has already started affecting new integrations, and these patches will resolve the issue. From Sage CRM 2025 R1, Sage will transition the integration from Exchange Web Services (EWS) to Microsoft Graph, providing a future-proof solution for Exchange Online customers. Please note: in both cases, some manual configuration may be required for your Microsoft Exchange Online environment.

Patch Availability Patches will be released for the following versions of Sage CRM: Sage CRM 2022 R2 - this will be patch 2022 R2.6 Sage CRM 2023 R2 - this will be patch 2023 R2.4 Sage CRM 2024 R2 - this will be patch 2024 R2.1 Additionally, the following direct upgrades will be supported: 2022 R1 - 2022 R2.6 2022 R2 - 2022 R2.6 2023 R1 - 2023 R2.4 2023 R2 - 2023 R2.4 2024 R1 - 2024 R2.1 2024 R2 - 2024 R2.1

Integration with Sage Products These patches, when released, will apply to both standalone Sage CRM installations and those integrated with Sage accounting products, including: Sage 50 Sage 100 (not for sale in the UK) Sage 200 Sage 300 (no longer for sale in the UK) Sage X3 Sage Intacct

Sage CRM 2024 R2 Upgrade Briefing

Sage CRM 2024 R2 is about to be released in the UK.  Here is some key information.

UI & UX Improvements

• Over 30 customer cases resolved
• Introduction of Sage CRM Ally (beta), an embedded AI chatbot for user help
• New mail merge example templates
• Minor calendar enhancements
• Mobile interface improvements, including brand and customer enhancements

Administration and Integration Enhancements

• Mailchimp integration improvements:
  • Changed field syncing to allow no upper limit
  • Improved field matching for easier syncing of new fields Added support for workflow in Quotes and Orders
• Decluttered Documents and Reports configuration admin screen
• Removed deprecated features
• Improved field labeling and fields for website, email, and IP addresses
• Enhanced documentation for Exchange Integration

Development Improvements

• Extensive fixes for vulnerabilities
• New Database Field Reference Document (to be published)
• RESTful API enhancements, including support for new Query Parameters and Operators

Other Notable Changes

• Ability to view more folders in Exchange Online and change the number of listed folders
• Increased maximum field length
• Refreshed brand and corrected names for mobile themes
• Updated user assistance and eLearning materials

Supported Software Changes

• Web browsers: Google Chrome, Microsoft Edge, and Apple Safari (Mac only) are supported. Mozilla Firefox is no longer supported.
• Operating systems: Windows Server 2019 and 2022 are supported. Windows Server 2016 is no longer supported.
• Database servers: Microsoft SQL Server 2019 and 2022 are supported. Microsoft SQL Server 2017 is no longer supported.

These updates aim to improve user experience, enhance productivity, and boost security while providing better integration capabilities and development tools for Sage CRM users and administrators

Supported Upgrade Paths:

Direct upgrades to Sage CRM 2024 R2 are supported from the following versions:

• Sage CRM 2024 R1
• Sage CRM 2023 R2
• Sage CRM 2023 R1
• Sage CRM 2022 R2
• Sage CRM 2022 R1

Upgrading from Older Versions:

Users on older versions must follow a multi-step upgrade path. For example:

Example Upgrade Path for Version 7.1 Users:

1. Upgrade to version 7.2 (SP1 or SP2).
2. Upgrade to version 7.3 SP3.
3. Upgrade to Sage CRM 2018 R3.
4. Upgrade to Sage CRM 2021 R2.
5. Upgrade to Sage CRM 2024 R1.
6. Finally, upgrade to Sage CRM 2024 R2.

Important Considerations:

• Refer to the Sage CRM website for the version support lifecycle: https://help.sagecrm.com/support/support-lifecycle/
• For integrations with Sage accounting solutions or third-party applications, consult relevant documentation to ensure compatibility.

"Ensure you are upgrading from one of these listed versions, as other upgrade paths are neither tested nor supported."

Recommendation:

Begin planning your upgrade to Sage CRM 2024 R2 consult with Wizard Systems!

Sage CRM 2014.1 now out!

Wizard Systems are pleased to announce availability of the latest version of Sage CRM for upgrade, 2024.1

What’s New?

• A new way of tracking and managing information - introducing tags to help classify data. Tags that support the creation of groups or reports and much more.
• Text field formatting – allowing simpler visibility of key information through text emphasis.
• Changes to how all users can view and sort their information
• 64-bit architecture – improving performance and enhancing scalability

Contact Wizard Systems to find out how you can access this upgrade

Unlocking Sage CRM's Hidden Customization Power

Many small and medium businesses choose Sage CRM as their customer relationship management platform due to its affordability and ease of use. However, one little known feature sets Sage CRM apart from other CRM solutions aimed at SMBs - its highly customizable workflow engine.

Sage CRM comes packed with standard workflows for common processes like sales and marketing campaigns. But you can also create completely customized workflows tailored to your business's unique needs, no coding required.

The workflow builder inside Sage CRM uses a simple drag-and-drop interface. You can add a wide variety of workflow elements like conditions, notifications, approvals, and more to automate your specific business processes.

For example, let's say your business requires that for any sales deal above £50,000, the Head of Sales must review the deal before it gets marked as closed-won in the CRM. You can set up those approval steps and automated notifications in just a few minutes with Sage CRM's workflow engine.

You can create and run as many customized workflows as you need for sales, marketing, customer service, and more. Workflows can even integrate data and triggers from external apps and databases using Sage CRM's open API.

The ability to customize workflows without coding knowledge makes Sage CRM stand out from other CRMs in its class. Workflows can enhance productivity, accelerate deals, and ensure critical processes have oversight - no developers required.

So if you think Sage CRM is just a basic CRM, think again. Dive into its robust workflow engine and unlock custom automation to take your business to the next level.

 

Sage CRM 2023 R2

Sage CRM 2023 R2 - Taking Customer Relationship Management to the Next Level

Sage recently released Sage CRM 2023 R2, the newest version of their popular customer relationship management (CRM) software. This latest release takes Sage CRM to new heights by providing users with powerful features aimed at enhancing productivity, streamlining workflows, and enabling deeper customer insights.

One of the biggest highlights of Sage CRM 2023 R2 is the new interactive dashboard. This customizable dashboard provides a visual overview of important CRM metrics like sales pipeline, open opportunities, customer satisfaction scores, and more. Users can drill down to view more detailed analytics and track progress over time. The interactive charts and graphs make it easy to identify trends and gain actionable insights.

Another key capability is the enhanced workflow engine. Automated workflow rules can now trigger actions across multiple departments, ensuring seamless handoffs between sales, marketing, and service. There are also new workflow templates specifically tailored for different industries to accelerate implementation. This means teams can optimize processes faster than ever before.

Sage CRM 2023 R2 also introduces a new flexible UI framework with drag-and-drop customization. Users can tailor screens, tabs, lists, and other interface components to match their precise workflow preferences. Additionally, there are new modern mobile apps that allow access to information on-the-go from any device.

When it comes to reporting and analytics, Sage CRM 2023 R2 takes major strides to unlock impactful customer insights. The new interactive relationship analyzer tool lets you visualize links between contacts, companies, and deals. Predictive analytics capabilities also allow you to identify risks and opportunities earlier in the sales cycle. And with AI-driven recommendations, reps can get suggested actions to progress deals forward.

From driving sales productivity to elevating customer experience, Sage CRM 2023 R2 introduces user-centric innovations to help businesses reach new heights of success. The flexible and intuitive platform makes it easier than ever to manage the entire customer profile and build lasting, profitable relationships over time.

Sage CRM + Sage 50: Better Together for Seamless Management

Seamlessly Connecting Sales, Service, and Finance

Businesses today require tight coordination between sales activities, customer service, and financials to succeed. To facilitate this, leading CRM and accounting software providers have partnered to develop powerful integrations that bridge these critical functions.

The best of these integrations link Sage CRM, a top customer relationship management solution, with Sage 50, a popular accounting platform from the Sage Group (formerly Peachtree). Together, they provide complete visibility and alignment between departments through automated data flows and process management.

By connecting Sage CRM natively to Sage 50, companies can automatically synchronize contacts, accounts, opportunities, and transaction data in real time. Customer and sales information entered in Sage CRM flows directly to Sage 50 with no manual re-keying, keeping both systems up to date. Financial figures and billing events from Sage 50 also feed into the Sage CRM system to inform sales and service tasks.

This seamless connectivity eliminates duplication of efforts across departments. With shared visibility, sales, services, and accounting staff have complete, timely information to collaborate effectively. Through its robust functionality, this integrated Sage solution helps companies streamline operations, boost productivity, increase sales, and deliver exceptional customer experiences.

Contact Wizard Systems today about Sage CRM and Sage 50 integration

So what type of information can you store and track in Sage CRM?

Here is an expanded list of the types of information that can be stored within a CRM system like Sage CRM:

Customer Data:

• Contact details - names, job titles, department, emails, phone numbers, addresses
• Account details - parent/child company relationships, industry, revenue, number of employees
• Personal details - birthdays, special occasions, interests/hobbies
• Profiles - social media links, photos, customer type/tier

Sales Information:

• Opportunities - deals in progress with contacts/accounts, deals amounts, close dates, probability/confidence, competitors
• Activities - scheduled phone calls, meetings, to-do tasks
• Notes - free text notes, activity history, tracking details of discussions
• Documents - quotes, marketing material, sales collateral, contracts, renewals
• Products - pricing, SKUs, inventory availability related to opportunities

Service Information:

• Cases - support tickets, issues, defects, customer complaints
• Case history - communications, status changes, resolutions
• Satisfaction scores - CSAT, survey results
• Return/refund data - product issue, replacement, credit info

Marketing Information:

• Campaigns - email blasts, advertisement tracking
• Website tracking - pages visited, account profiles
• Event registration - webinars, workshops, conferences
• Contact subscriptions - newsletter, blog, notifications

Analysis:

• Reports - actual vs. forecast/pipeline, sales by geo, performance KPIs
• Dashboards - graphical summaries, metrics
• Segmentation - by industry, revenue, customer value

Sage CRM 2023 R2 Release Notes

Attention Sage CRM Users.  Latest version is 2023 R2.  Sage CRM 2023 R2 provides the following new features and enhancements:

1. OAuth 2.0 in Exchange Online: Support for single tenant
2. View workflow rules and actions without disabling workflow
3. Set default timestamp for imported emails
4. New columns when importing emails from Exchange Online
5. Open multiple read-only tabs
6. Narrative enhancements

For the full release notes:

Download SageCRM_2023R2_ReleaseNotes_EN

For more information on Sage Upgrades, contact Wizard Systems

Coming soon - NEW Release Sage CRM 2023 - Late May 2023 - AI comes to CRM!

Due out soon is a new release of Sage CRM featuring some AI features!

The changes in Sage 2023 R1 include extension of the Email and Contact Import feature, completing the refreshment of the main user interface and a new artificial intelligence feature called ‘Company Narrative’.

Using deterministic AI, this new feature offers summary insights.
• Automatically analyzing sales, service, and communication data in one place.
• Providing short & easy-to understand information for users.

The narrative tab is more memorable, persuasive, and engaging than data alone. It summarizes intelligence without having to look across records, converting data into information.

Extending the contact & email import feature. Users can now select contacts and emails they wish to import such that:
• They can be imported case & custom entities.
• Lists can be filtered to see where an email has been saved.

Customize your login screen.
• Administrators can now position custom logos as well as change the background of the entire login screen, its top, middle, or lower areas.

Downloading, editing, and re-uploading documents, spreadsheets, and other files.
• Users can now download files, open and make changes to it, and then upload the edited file back to Sage CRM.

Controlling uploads of file types for better security.
• System administrators can configure an “allow list” to restrict the file types that users can upload.
• If a file name extension is missing from the list, the upload of the file is blocked.

For more information on Sage CRM or Sage CRM Upgrades, please contact Wizard Systems