Sage routinely publishes upgrades for Sage CRM, some are major and some are minor. Any of the individual upgrades include a combination of (a) feature enhancements, (b) bug fixes, and (c) infrastructure changes. For the past 2 years, these releases have focused around re-vamping Sage CRM’s communications features and the user experience.
The current (latest) version of Sage CRM is known as version 2018R3. It was released in North American in August 2018. The next release of Sage CRM will be referred to as v2019R1. For the past couple of years, Sage has moved to this naming convention but it was not always that way. Below is a listing of the last several upgrades. Clicking on any of the titles will bring up the release notes.
The video below from Jeff Richard’s covers what was new with v2017 R1 and R2. Note – this video is 20 minutes.
If your organization is current with their Sage CRM support plan (either the subscription or via the annual renewal), then you are entitled to the latest versions of Sage CRM. And Sage expects end-using companies to stay current(ish) with Sage CRM upgrades. It is Sage’s policy to only support 1 major release back. Example A: When Sage CRM v2018R1 was released, Sage stopped supporting v7.3. Example B: When v2019R1 is released in fall 2018, Sage will no longer support version 2017R3 and below.
What do you mean above by Sage not supporting older versions?: This means, if you or I call in to the Sage CRM support line with an issue related to an unsupported version, they can refuse assistance. However, any media, KB Articles, Sage CRM community threads,. etc. will remain available. And your Sage CRM service provider may be able to assist. Different Sage CRM service providers have their own policies about what versions of Sage CRM they will still support.
How often should we apply upgrades?: My hope is that client’s upgrade every second year. That doesn’t always happen but, that is my suggestion. If companies get too far behind, it becomes harder to support their system as there can be conflicts with other software (which is also always upgrading). Moreover, if the objective of the CRM strategy is to make better use of the information that flows through your company, holding back on upgrades… ends up costing the client more than the expense of applying the upgrades.
Can our organization download and install these upgrades ourselves?: In theory you could, it is your software. However, in practice, I have never seen a client deploy upgrades on their own successfully. Sage CRM is very sophisticated software and certain aspects of Sage CRM (like upgrades) should be conducted only by technical specialists that work with Sage CRM every day.
What is involved in applying upgrades?: It depends on several factors. Typically take a copy of your CRM and apply the upgrades in a staging (test) environment before we upgrade your actual system. Once the upgrades have been applied, we will schedule a training session to review the feature enhancements/advancements.