Sage CRM 2019 R1: Improving the customer experience

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Sage CRM 2019 R1: Improving the customer experience

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Sage CRM 2019 R1 is the first release within the new 3-year roadmap for the product. Our focus for this release has been on fixing bugs and making small but important improvements to the experience of users.

Over 40 issues that have been identified by customers have been addressed in this release. You can find out about all the resolved customer issues by checking the Release Notes that are available at

We've added some very useful enhancements covering everything from password security to the filing of emails from Outlook. But the ‘product’ is more than the core CRM software. We know that we can have an impact on the experience of the customer by changing any of the surrounding aspects.

We've improved demo experience by providing a new responsive version of the Self Service Demo site. This demo site is easy to use and demonstrate and will allow partners and colleague to better communicate the power and adaptability of the Self Service API. This will raise customer confidence in Sage CRM.

We have improved the clarity of the documentation and continued to extend the eLearning material. This provides a better experience for the customer and will improve their ‘impression’ of the software and Sage.

This diagram below gives a sense of the spread of the work as we have continued to strive to provide customers with the best possible experience. The chart shows the escalated cases and then enhancements or bug fixes that have been made in Sage CRM 2019 R1

I've highlighted the areas of mobile app and theme. These are areas where separate work is being done within the RoadMap. There are scheduled updates for the iPhone & Android apps due by the end of March 2019. And we have a specific thread of development around the mobile for Sage CM 2019 R2.

Sage CRM 2019 R1 demonstrates of Sage’s continued commitment to integrated Sales, Marketing and Service modules for Sage Business Cloud systems within the Sage 200 franchise or family of accounting products. I look forward to sharing with you over the next series article the developing story of Sage CRM.

  • Hi Jeff,

    Is the roadmap available for partners? Where could we see what is foreseen in the next releases?

    Also the Idea Hub is really missing... it was a great place to collect the main suggestions of the different partners.

  • Jerome

    Yes.   The sharing of the Roadmap should be done through your local Sage product management teams.  Sage CRM should be presented in the context of the integrated accounting product roadmap.

    If you can find that on you local partner portal then please contact