Artificial Intelligence (AI) has revolutionised Customer Relationship Management (CRM), turning it into a critical tool for businesses seeking efficiency, deeper insights, and improved customer experiences. Sage CRM is leading this charge with AI-powered innovations that optimise workflows, empower teams, and deliver actionable insights. This article explores the past, present, and future of AI in Sage CRM.
A significant recent innovation is Sage CRM Ally, an AI-powered assistant introduced in Sage CRM 2024 R1. This tool offers real-time, context-aware guidance, directly assisting users in navigating their tasks within the CRM interface.
Source: What’s New in Sage CRM 2024 R2
Sage CRM employs AI algorithms to analyse customer data and financial behaviour, offering businesses insights into patterns, preferences, and potential risks. These insights help businesses tailor their strategies, identify cross-sell and upsell opportunities, and improve overall customer satisfaction.
The Narrative Tab, introduced in Sage CRM 2023 R1, exemplifies this innovation. It uses Near-Natural Language Generation (NNLG) to create a blog-like summary of customer data, presenting relationship and financial information in a highly accessible format.
Source: Transforming Sage CRM with AI
AI’s integration within Sage CRM is not limited to customer management—it also drives better financial outcomes. By analysing customer interactions and sentiments, the system identifies satisfaction levels and suggests alternative or complementary products.
This functionality empowers businesses to enhance their cross-selling and upselling efforts, leading to increased revenue and improved customer loyalty.
Source: Transforming Sage CRM with AI
Sage CRM is continuously evolving to expand its AI capabilities. The company has outlined several future advancements to further enhance the system:
1. Seamless Integration with Sage Accounting Products
Sage CRM aims to provide smooth integration with Sage accounting solutions, enhancing data flow and operational efficiency. In North America, the focus is on aligning with Sage 100 and Sage 300, with particular emphasis on Sage 300 due to its global reach. In the UK and Ireland, the integration efforts are concentrated on Sage 200.
2. Transition to 64-Bit Architecture
The transition to a fully 64-bit architecture is a priority, aiming to improve performance and compatibility. This process, initiated in Sage CRM 2024 R1, is expected to be completed in the 2025 R1 release, addressing technical debt and updating third-party components and libraries.
3. Enhanced Security Measures
To bolster security, Sage CRM plans to introduce Single Sign-On (SSO) and Multi-Factor Authentication (MFA). These features are scheduled for exploration and potential implementation in 2025, coinciding with the integration of Microsoft Graph and other APIs.
4. Improved Exchange Online Integration
In response to Microsoft's policy changes, Sage CRM will transition from Exchange Web Services (EWS) to Microsoft Graph for Exchange Online integration. This change, planned for 2025 R1, will enhance email and calendar synchronization for Exchange Online users, while on-premise Exchange users will remain unaffected.
5. Modernized User Experience
Efforts to modernize and simplify the user interface are underway, focusing on refining screens and improving accessibility, particularly for administrative users. This includes introducing customizable user avatars, enhanced reporting features, and expanded chart types to enrich the visual appeal and usability of the platform.
6. Streamlined Administrative Tools
Administrative functionalities will be enhanced with features like streamlined log management, allowing administrators to zip and send logs directly to support, improving efficiency. Additionally, a "silent install" option for rapid deployment is planned, benefiting hosting partners in cloud environments.
7. Automated Deployment in Sage Partner Cloud
Sage CRM is working towards automating deployment within the Sage Partner Cloud, particularly in multi-tenant database management. This initiative aims to simplify deployment processes and drive continuous innovation.
8. Natural Language Reporting (2026)
Looking ahead to 2026, Sage CRM plans to introduce AI-powered natural language reporting. This feature will enable users to create custom reports by typing requests in plain language, reducing reliance on system administrators and empowering users to become more data-driven.
Sage CRM’s AI capabilities are reshaping the way businesses manage customer relationships and financial operations. From automating everyday tasks to delivering tailored customer insights, Sage CRM empowers organisations to enhance productivity, improve customer satisfaction, and increase revenue.
Looking to the future, planned advancements like natural language reporting and deeper integration with accounting systems underscore Sage CRM’s commitment to innovation. As AI technology evolves, Sage CRM continues to position itself as a cutting-edge solution for businesses striving to stay ahead in a competitive marketplace.
For more details on how Sage CRM can transform your business, contact us today and explore the latest updates.
