Integration Hero
Connect™

SugarCRM + Epic Integration

Clarity Connect™ integrates SugarCRM with Epic, automating business processes and data sharing. This robust integration connects your critical business systems to automate order processing, inventory management, and customer data synchronization.

Get Pricing

See how it works
The Challenge

Connecting with Clarity Connect™

Clarity Connect™ links SugarCRM and Epic through automation and data sharing. Integrating these platforms benefits businesses by streamlining processes and connecting front-end and back-end systems.

Considerations when connecting these applications include security, performance, and physical access. We support both SaaS (Cloud) and On-Premises connection types.

Integration Diagram
Solution Illustration
The Solution

Seamless Integration

Our middleware platform ensures robust and reliable data transfer between SugarCRM and Epic.

  • Synchronize custom fields in SugarCRM (e.g., 'Patient Segment', 'Last Clinical Interaction Date') with corresponding custom extensions or fields in Epic (e.g., FHIR Extensions, custom flowsheets).
  • Map Epic-specific identifiers (e.g., MRN, NPI) to custom fields in SugarCRM for robust cross-referencing.
Implementation Timeline

Go live with SugarCRM + Epic in as little as 2–4 weeks.

A proven, repeatable implementation approach that minimizes risk while getting your team to value quickly.

1

Access Enabled

Secure connections established to both SugarCRM and Epic, with credentials and environments confirmed.

2

Configuration & Mapping

Field mappings, business rules, and workflows configured using visual tools and pre-built templates.

3

Go Live

Launch production-ready integration with monitoring, alerting, and support in place—typically within 2–4 weeks.

Time to Value

2–4 weeks

Typical implementation window from access granted to production go-live for most SugarCRM + Epic deployments.

Project Phases

Discovery
Configure & Map
Validate
Launch

Engagement Model

Guided by Clarity experts with your team involved at key milestones.

Comprehensive Solution Details

  • Synchronize custom fields in SugarCRM (e.g., 'Patient Segment', 'Last Clinical Interaction Date') with corresponding custom extensions or fields in Epic (e.g., FHIR Extensions, custom flowsheets).
  • Map Epic-specific identifiers (e.g., MRN, NPI) to custom fields in SugarCRM for robust cross-referencing.

Robust, Scalable, and Secure Integration Architecture

The integration architecture leverages a cloud-native iPaaS as the central nervous system, ensuring high availability, scalability, and robust security for sensitive healthcare data. It connects SugarCRM and Epic through their respective APIs, orchestrating complex workflows with low-code/no-code tools and augmenting operations with AI.

Data Flow Steps

Event-Driven Architecture: Using webhooks and FHIR subscriptions for real-time updates.

Canonical Data Model: Defining a standardized data format within the iPaaS to simplify mapping between disparate systems.

API-First Integration: Prioritizing API calls over database-level connections for stability and scalability.

Asynchronous Processing: Utilizing message queues to decouple systems and handle high loads gracefully.

Microservices-based Integration: Breaking down complex integration logic into smaller, manageable, reusable components within the iPaaS.

Circuit Breaker Pattern: To prevent cascading failures when one system becomes unresponsive.

Data Touchpoints

iPaaS Platform: Central orchestration engine with connectors, visual designers, and runtime environment.
SugarCRM API Connector: Manages authentication, API calls, and webhook reception for SugarCRM.
Epic FHIR API Connector: Handles OAuth 2.0 authentication, FHIR API calls, and FHIR Subscriptions for Epic.
Data Transformation & Mapping Engine: Within iPaaS, for schema normalization and field-level transformations.
Message Queues: For asynchronous processing, buffering events, and handling spikes in data volume.
API Gateway: For security, rate limiting, and routing API traffic to/from internal services.
AI Co-pilot: For intelligent mapping, validation, anomaly detection, and error resolution.
Monitoring & Alerting System: Integrated within iPaaS for real-time visibility and proactive issue detection.
Secrets Management: Secure storage for API keys, tokens, and credentials.

"A conceptual diagram would show SugarCRM and Epic as distinct systems on either side, with the iPaaS at the center. The iPaaS would have connectors for both systems, a visual workflow designer, a data transformation engine, a monitoring dashboard, and an AI co-pilot layer. Arrows would indicate bidirectional, event-driven data flow for key entities. Security layers (API Gateways, encryption) would be depicted surrounding the iPaaS and data pathways."

Pricing

Simple, transparent pricing for SugarCRM + Epic.

Start with a single integration pair and scale as your business grows—without surprise fees or transaction penalties.

Connect™ Plan

Clarity Connect

$595 /mo

Billed annually • Includes one production integration pair

  • Unlimited transactions and API calls within fair-use limits.
  • Visual workflow designer and reusable mapping templates.
  • Monitoring, alerting, and access to Clarity’s support team.
View full pricing & options
Innovative & Robust

How Middleware Integration Works

Benefits of Integrating SugarCRM

Integrating SugarCRM fosters greater efficiency and data accuracy. Automate your critical business processes to deliver consistently outstanding results.

Hover over the steps on the right to see detailed integration points.
Data Mapping

Data Entity Mapping

Explore how data flows between systems with intelligent field mapping and transformation logic.

Patient/Contact Profile

Unifying individual identity and demographic data across clinical and CRM systems.

SugarCRM Fields

[field, id],[description, Unique identifier for Contact] [field, first_name],[description, Contact's first name] [field, last_name],[description, Contact's last name] [field, email_address],[description, Primary email for communication] [field, phone_work],[description, Work phone number] [field, billingaddressstreet],[description, Contact's street address] [field, billingaddresscity],[description, Contact's city] [field, lead_source],[description, Origin of the contact] [field, account_id],[description, Associated company/organization]

Epic Fields

[field, id],[description, Unique identifier for Patient (FHIR: Patient.id)] [field, identifier (MRN)],[description, Medical Record Number (FHIR: Patient.identifier)] [field, name.given],[description, Patient's given name (FHIR: Patient.name)] [field, name.family],[description, Patient's family name (FHIR: Patient.name)] [field, telecom (email)],[description, Patient's email address (FHIR: Patient.telecom)] [field, telecom (phone)],[description, Patient's phone number (FHIR: Patient.telecom)] [field, address.line],[description, Patient's street address (FHIR: Patient.address)] [field, address.city],[description, Patient's city (FHIR: Patient.address)] [field, gender],[description, Patient's gender (FHIR: Patient.gender)] [field, birthDate],[description, Patient's date of birth (FHIR: Patient.birthDate)]

Mapping Notes

Critical for establishing a single source of truth for patient/customer demographics. Matching logic often relies on MRN (Epic) with a custom identifier in SugarCRM, or a combination of email/phone/name. PHI considerations are paramount; ensure explicit consent for data sharing where required. SugarCRM's 'Lead' entity often converts to 'Contact' and 'Account', which then maps to Epic 'Patient' and 'Organization'.

Next Steps

See SugarCRM + Epic integration in action.

Explore a guided demo, start a sandbox integration, or speak directly with our solution architects about your specific use cases.

Start Free Trial Request Live Demo
Real-World Applications

Integration Use Cases

Explore how the integration behaves in real business scenarios, with clearly defined steps, outcomes, and execution patterns.

Patient Referral Management & CRM Follow-up

Automate the entire patient referral lifecycle, from Epic's ServiceRequest for a new referral to SugarCRM for lead nurturing and follow-up, ensuring no referral falls through the cracks and patient acquisition is optimized.

Integration Steps:

  1. 0 New 'ServiceRequest' (Referral) created in Epic.
  2. 1 iPaaS detects Epic event via webhook.
  3. 2 Relevant patient demographic data from Epic 'Patient' and referral details from 'ServiceRequest' are extracted.
  4. 3 Data is transformed and mapped to SugarCRM 'Lead' or 'Opportunity' fields.
  5. 4 A new 'Lead' or 'Opportunity' is created in SugarCRM, linked to a new or existing 'Contact' and 'Account'.
  6. 5 Sales/referral team in SugarCRM receives notification for follow-up.
  7. 6 Status updates from SugarCRM (e.g., 'Lead Qualified', 'Opportunity Won') are pushed back to Epic as 'ServiceRequest' status updates or new 'Observation' entries.

Business Outcome

Increased referral conversion rates, reduced manual data entry, improved patient acquisition, and streamlined inter-departmental communication.

Frequency

Real-time (event-driven)

Implementation Timeline

Go live with SugarCRM + Epic in as little as 2–4 weeks.

A proven, repeatable implementation approach that minimizes risk while getting your team to value quickly.

1

Access Enabled

Secure connections established to both SugarCRM and Epic, with credentials and environments confirmed.

2

Configuration & Mapping

Field mappings, business rules, and workflows configured using visual tools and pre-built templates.

3

Go Live

Launch production-ready integration with monitoring, alerting, and support in place—typically within 2–4 weeks.

Time to Value

2–4 weeks

Typical implementation window from access granted to production go-live for most SugarCRM + Epic deployments.

Project Phases

Discovery
Configure & Map
Validate
Launch

Engagement Model

Guided by Clarity experts with your team involved at key milestones.

Technical Documentation

API Endpoints & Data Logic

Technical details for developers and architects.

Method Endpoint Purpose
GET, POST, PUT, DELETE /rest/v11/Accounts Manage customer organizations (e.g., healthcare groups, payers) to link with Epic Organizations.
GET, POST, PUT, DELETE /rest/v11/Contacts Create, retrieve, update, and delete contact records, serving as the CRM representation of patients or practitioners.
GET, POST, PUT, DELETE /rest/v11/Leads Manage marketing leads, often originating from patient interest, converting to Contacts/Patients.
GET, POST, PUT, DELETE /rest/v11/Cases Manage customer service cases, which can be linked to patient service requests in Epic.
GET, POST, PUT, DELETE /rest/v11/Opportunities Track potential sales (e.g., for new patient services, B2B healthcare contracts), which might influence Epic's revenue cycle or claims.
POST /rest/v11/webhooks Real-time event notifications for changes in SugarCRM records, enabling event-driven integrations.

⚡ Transformation Logic

  • Patient/Contact Matching: Prioritize matching by Epic MRN (custom field in SugarCRM) or unique external ID. Fallback to email, then phone + name for fuzzy matching.
  • Address Standardization: Use a common address validation service within the iPaaS to ensure consistency across systems.
  • Status Synchronization: Map SugarCRM Case 'status' values to Epic ServiceRequest 'status' (e.g., 'New' -> 'active', 'Closed' -> 'completed').
  • Date Format Conversion: Convert dates and timestamps to ISO 8601 standard for consistency.
  • PHI Masking: For non-production environments, implement automated masking or anonymization of sensitive PHI fields.
  • Terminology Mapping: If clinical observations are shared, map to standard terminologies like LOINC or SNOMED CT within the iPaaS.

🛡️ Error Handling

  • API Rate Limit Exceeded: iPaaS implements exponential backoff and queuing.
  • Data Validation Failure: Invalid data quarantined in DLQ, alert sent, AI suggests correction.
  • Record Not Found: Logic to create new record or link to a suggested existing record (AI-assisted).
  • Network Connectivity Issues: Automatic retries with increasing delays.
  • PHI Mismatch/Consent Issue: Data quarantined, manual review required, alert to compliance team.
  • Duplicate Record Creation: Deduplication logic prevents, or flags for merge by AI.
Pricing

Simple, transparent pricing for SugarCRM + Epic.

Start with a single integration pair and scale as your business grows—without surprise fees or transaction penalties.

Connect™ Plan

Clarity Connect

$595 /mo

Billed annually • Includes one production integration pair

  • Unlimited transactions and API calls within fair-use limits.
  • Visual workflow designer and reusable mapping templates.
  • Monitoring, alerting, and access to Clarity’s support team.
View full pricing & options
Support & Information

Frequently Asked Questions

Common questions about integration implementation, security, and best practices.

General FAQs

▸ Why integrate SugarCRM with Epic EHR?
Integrating SugarCRM with Epic EHR eliminates data silos, providing a unified 360-degree view of patients (as customers). This enables personalized patient engagement, streamlines administrative workflows like referrals and scheduling, improves marketing effectiveness, and enhances customer service with clinical context, ultimately leading to better patient outcomes and operational efficiency.

Security & Compliance FAQs

▸ How does PHI security and HIPAA compliance work with this integration?
Security and HIPAA compliance are paramount. The integration leverages end-to-end encryption (TLS 1.2+ for transit, AES-256 for at-rest), strict OAuth 2.0 access controls with least privilege, and comprehensive audit trails. Our iPaaS solution is HIPAA-compliant, and Business Associate Agreements (BAAs) are standard, ensuring sensitive PHI is protected throughout the data lifecycle.

Use Cases FAQs

▸ Can I automate patient referral workflows between Epic and SugarCRM?
Absolutely. By integrating Epic's 'ServiceRequest' (for referrals) with SugarCRM's 'Lead' or 'Opportunity' entities, you can automate the entire referral lifecycle. This includes capturing new referrals from Epic, nurturing them in SugarCRM, tracking their status, and updating Epic upon conversion, ensuring no referral is lost and optimizing patient acquisition.

Technology FAQs

▸ What role does an iPaaS play in SugarCRM and Epic integration?
A modern iPaaS (Integration Platform as a Service) acts as the central orchestration layer. It provides pre-built connectors, a low-code/no-code visual designer for workflows, robust data transformation capabilities, real-time monitoring, and error handling. This simplifies complex integrations, ensures scalability, and accelerates development compared to custom coding.

AI Features FAQs

▸ How does AI enhance this integration?
AI significantly augments the integration by providing intelligent automation. This includes AI-driven suggestions for field mappings, automated anomaly detection for data quality issues, predictive analytics for operational insights, smart routing of tasks, and autonomous exception handling, leading to more resilient and efficient integration pipelines.

Data Flow FAQs

▸ Is real-time data synchronization possible between SugarCRM and Epic?
Yes, near real-time synchronization is achievable. By leveraging SugarCRM's webhooks and Epic's FHIR Subscriptions or Open Epic Event Listener, changes in one system can instantly trigger updates in the other. This ensures that clinical and CRM teams always have access to the most current patient and customer information.

Challenges & Solutions FAQs

▸ What are common challenges in integrating Epic and SugarCRM, and how are they addressed?
Common challenges include managing Epic's complex data model, harmonizing data across disparate terminologies (e.g., LOINC, SNOMED), ensuring HIPAA compliance, and handling API rate limits. These are addressed by using an iPaaS for robust data mapping and transformation, implementing strict security protocols, and employing intelligent throttling and queuing mechanisms.

Customization FAQs

▸ Can we customize the integration to fit our specific workflows?
Absolutely. The iPaaS platform provides extensive customization options. You can easily define custom fields, extend workflows with conditional logic, implement complex business rules, and even use AI-generated transformations, all through a low-code/no-code visual designer. This ensures the integration precisely fits your organization's unique requirements.
Implementation Timeline

Go live with SugarCRM + Epic in as little as 2–4 weeks.

A proven, repeatable implementation approach that minimizes risk while getting your team to value quickly.

1

Access Enabled

Secure connections established to both SugarCRM and Epic, with credentials and environments confirmed.

2

Configuration & Mapping

Field mappings, business rules, and workflows configured using visual tools and pre-built templates.

3

Go Live

Launch production-ready integration with monitoring, alerting, and support in place—typically within 2–4 weeks.

Time to Value

2–4 weeks

Typical implementation window from access granted to production go-live for most SugarCRM + Epic deployments.

Project Phases

Discovery
Configure & Map
Validate
Launch

Engagement Model

Guided by Clarity experts with your team involved at key milestones.

Pricing

Simple, transparent pricing for SugarCRM + Epic.

Start with a single integration pair and scale as your business grows—without surprise fees or transaction penalties.

Connect™ Plan

Clarity Connect

$595 /mo

Billed annually • Includes one production integration pair

  • Unlimited transactions and API calls within fair-use limits.
  • Visual workflow designer and reusable mapping templates.
  • Monitoring, alerting, and access to Clarity’s support team.
View full pricing & options
Next Steps

See SugarCRM + Epic integration in action.

Explore a guided demo, start a sandbox integration, or speak directly with our solution architects about your specific use cases.

Start Free Trial Request Live Demo