Today’s military veterans may be next greatest generation, but they need the support of services that are integrated, veteran-centric, proactive, and preventative. VetAdvisor marries this mission of service with innovation and technology to create powerful individual relationships between coaches and veterans. Learn how this customer-driven organization uses key integrations such as Twilio and FitBit to better serve those who have served their country, and explore how pairing your own business' mission with the right technology can drive powerful support for your customers.

1. SERVING OUR VETERANS THROUGH
CRM EFFICIENCY
@VetAdvisor1 #SugarCon
Paul Handly
CTO
VetAdvisor
Jennifer Roseman
VP of Coaching Svcs
VetAdvisor

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3. VetAdvisor and Sugar
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• Provides veteran-centric care, including
coaching in physical & behavioral wellness,
career growth and financial management
• Customers: Military veterans via organizations
that hire and support them, including Veterans’
Administration, Marines, and Army
• Launched Sugar: 2012
• Partner: NEPO Systems, LLC

4. Why did we need CRM VRM?
• To enable managed coaching relationships at
scale through process automation
• To manage the veteran customer lifecycle and
coaching operations under a single platform to
optimize data collection and analysis
• To provide data security and regulatory
compliance in managing veteran information
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5. I CRM TO…
“…reach more veterans.”

6. Implementation
• Outreach
“We’re using Sugar to go where the veterans are. It is a highly
fractured environment, and that is going to be confusing and
disheartening to a veteran. So instead, we are learning about
veterans and driving content to them, in a virtual world, on a phone,
on a website. We send veterans a customized survey and don’t
make the veteran come to us.”
• Reporting
“Part of Health IT and ACA legislation requires us to measure
outcomes and change behaviors – this means we need to go
beyond the static view of health records and generate metrics
around our relationships.”
• Workflow
“We don’t have to spend as much time doing administrative things –
like reminder calls or sending a source document –everything is
organized and at their fingertips.”
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7. Milestone Velocity

8. Integration/Customization
• Twilio: Facilitates SMS communication between
coaches and clients
• Fitbit: Activity tracker, allowing coaches to measure
client activity in real time and monitor fitness goals
• ID.me: Verifies client affiliation with military – active,
retired, etc.
• Clicktools: Provides surveys and questionnaire
templates to coaches and clients
• Telax: Outbound click-to-call
• Collabspot: Synchronizes Sugar and Google apps,
including emails and calendars
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9. Integration/Customization

10. Impact
• Automate and facilitate outreach at scale
• Provide self-driven data visibility to veterans
• Adhere to privacy and compliance guidelines
• Increased effectiveness of coaching team, limit
staffing overhead
• Improved services tracking – trend spotting to
drive decision making
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11. Impact

12. Moving forward with CRM
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• Improved use in sales/marketing
• Explore additional automation opportunities
• Address legislative changes in healthcare data
management

13. Ideas Worth Saluting
• Amplify your team with processes and tools that
support their goals
• Use trend spotting to your advantage
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14. THANK YOU
@VetAdvisor1 #SugarCon