By : Jennifer Karpus-Romain | February 4, 2021 | 4 min read

10 Tools to Improve Your CX Workflow

A customer experience (CX) system is a robust and intuitive system, but even the most complicated systems can be catered to your exact needs. Adding tools to create a personalized experience for your specific use case can go a long way. Whether you need to motivate employees to use the system, or need specific insight, there are integrations to help.

Here are the Top 10 add-ons you should consider for your system to improve CX workflow:

  1. Utilization Monitor

The first step to most efficiently using your CX software is understanding how your team uses the system. Using a tool like Utilization Monitor for Sugar equips managers and supervisors with valuable optics into what their CRM users are doing within the platform. A must-have user adoption driver, it provides a real-time visual dashboard of the critical business activities managers need to track their CRM platform usage.

  1. Gamification

Gamification isn’t about turning the work day into a game. Instead, it turns your technology into an employee-motivation engine, using game-like mechanics to tap into your workforce’s hidden potential. Even the most mundane of tasks can become an opportunity to increase performance and efficiency as workers strive to climb leaderboard rankings, earn redeemable points, complete team challenges, and unlock badges.

If you are a Sugar user, check out Splash. For Zendesk users, check out Flare Gamification.

  1. Dashboard Deployer

The Dashboard Deployer let’s admin users deploy dashboards across their entire teams with ease. Additionally, users can either overwrite or postfix when they deploy dashboards.

  1. Fuzzy Search

Being able to find the information you are looking for quickly is essential to users. Fuzzy Search accelerates the global search function, enabling you to find records with less input. It also allows wildcard characters, like %, in a quick search filter definition.

  1. Timeline Activities

Timeline Activities functionalities show the user a history of any calls, notes, tasks, or emails related to a record and presents the data with a visual timeline. Data can be filtered by Module, Year, Month, and Day.

  1. Pretty URL

A Pretty URL makes a URL field show up as any name you want, making UI more appealing and saves space in texts.

  1. Communication

Integrating communication into your CX platform, like our SugarCRM Slack integration, connects you with the people and tools you work with every day so you can easily collaborate with your team.

It can allow users to communicate with team members and organize conversations by topics, projects, and more, in real-time between Slack and Sugar, increasing team collaboration, productivity, and streamlining searches across platforms.

  1. Mobile app

Mobile app functionality, such as GeoMapping and Check-In can be a huge benefit to your team and improve CX workflow.

  1. Zoom

Zoom meetings have become second nature to everyone, both in our personal and professional lives. Combining video and web conferencing allows users to schedule or start an instant Zoom video or audio calls with screen sharing right from the CX platform and track these meetings in Activity History, like in our SugarCRM Zoom integration.

  1. Sales History Dashlet

Get straight to the point with the Sales History Dashlet, a custom dashboard that allows you to access the data you need most quickly. The Sales History Dashlet allows you to display and filter trackable data in Sugar in a flexible manner. Plus, it does it while still respecting the visibility and permissions of the module displayed. Additionally, if you need to pull information from any external data sources, the Sales History Dashlet for Sugar can make that happen.


The Faye team believes so strongly in these tools that we’ve added them to our managed services plan, AXIA. AXIA is an annual subscription provided by Faye to clients to help them get the most out of their technology.

From user adoption to enhanced productivity to premier support and more, AXIA is a one-of-kind, annual subscription vehicle to increase the ROI of an organization’s investment in technology and related services.

AXIA plans include a combination of:

  • Support
  • Professional service hours
  • Service levels agreements
  • Discounts on software
  • Ongoing training
  • Bundles of add-on products that enhance your software’s productivity.

Interested in Learning More About Axia? Fill Out the Form Below!

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