SugarCRM
Customer Case Studies
February 17, 2014
©2008 SugarCRM Inc. All rights reserved.
©2008 SugarCRM Inc. All rights reserved.
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5,000 Customers in 30 Countries
©2009 SugarCRM Inc. All rights reserved.
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Over 5,000 Customers Worldwide
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Over 1,000 European Customers
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Worldwide Partnerships
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VALUE
SOLUTION
PROBLEM
BACKGROUND
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Government
Sugar has become an essential tool for better serving our customers on a daily
basis, as well as better defining our customer strategy.”
Axxes founded to help unified European highway toll system
Manages complementary services associated with this new system
Based in Lyon, France and serving 20,000 B2B customers across Europe
—
Guillaume Domingeon, IT Manager
Rapid growth of the company made it difficult to manage data and processes
Needed a customized system that would meet future needs and scale
Lacked visibility between sales activity and customer billing activity
Automated sales, marketing and support with Sugar Professional
Leveraged Sugar Studio to fully customize the system to fit its business
Integrated Sugar Professional with its own billing system
Aligned revenue and sales operations with integrated billing/CRM
More focused customer targeting due to improved marketing data
Long
-
term, scalable solution at low price point
VALUE
SOLUTION
PROBLEM
BACKGROUND
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Communications
We needed Sugar to automate all the processes, to keep all the various
departments in motion as we go through the customer lifecycle.”
The nation’s sixth largest MSO serving 2.4 million customers in the U.S.
Sales organization covers several markets and regions
Headquartered in Orlando, FL and Syracuse, NY
—
Lee Vinton, Manager of Business Engineering Services
Duplicate opportunities for sales due to no central system of record
Contract cycles were too long; projects were started prematurely
Inaccurate customer and market analysis
Centralized system eliminated duplication of sales and project efforts
Integration with billing and custom modules created end
-
to
-
end processes
Sugar Professional provided insight into high growth market opportunities
Consistency across service and delivery driving customer satisfaction
Sugar enabling a more customer
-
centric approach to all facets of business
Deployment completed on time and under budget
VALUE
SOLUTION
PROBLEM
BACKGROUND
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Communications
The ability to make customizations on the fly delivers true competitive advantage.”
Provider of public safety and homeland security systems & products
More than 1,000 customers around the globe
More than 275 employees in regional offices in five countries
—
Evans Wroten, CIO
Duplication of records and data entry due to inadequate homegrown system
High license costs of proprietary systems negatively impacted bottom line
Required integration with internal systems and CRM to manage RFP process
Centralized, web
-
based product brought all offices on to a single system
Open source nature of Sugar enabled lower ongoing IT costs
Ease of integration tied Sugar into corporate intranet and ERP system
Less manual updates thanks to ERP/CRM integration increased productivity
Open source back end lowers database licensing costs by 90%
Proposal automation workflow shortened sales cycle; added predictability
VALUE
SOLUTION
PROBLEM
BACKGROUND
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Communications
With Sugar in place we are optimistic that we can become the preferred supplier of
convergent corporate communications solutions in the markets in which we operate.”
European Internet and network services provider based in the Netherlands
75 employees working for ion
-
ip in the Netherlands and Sweden.
Ion
-
ip formed in 2003 following a management buy out of several firms
—
Fred van den Heuvel, Sales and Marketing Manager
Hindered by minimal communication between regional offices
Lack of analytical tools made it difficult to gain a high level view of the business
Unable to accurately forecast sales pipelines by department
Sugar Professional gave employees an easy
-
to
-
use, centralized system
Marketing able to measure campaign and operational effectiveness
Forecasts and pipeline reports give ion
-
ip sales insight in real time
Collaborative selling shortened sales cycles and increased revenue
Customized process gives ion
-
ip a competitive advantage in marketplace
CRM deployment rolled out quickly and offered low total cost of ownership
VALUE
SOLUTION
PROBLEM
BACKGROUND
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Communications
With SugarCRM, we are able to see the sales pipeline and performance
automatically…We simply could not have adapted this quickly to changes
with just spreadsheets and email.”
One of the larger providers of IP voice, video, and data services in Australia.
More than 500,000 consumer telecommunications accounts serviced
SOUL has the largest voice enabled IP network in Australia
—
Steve Legge, COO, SOUL
Complex product offerings required stronger system for tracking sales
Needed a centralized, web
-
based system
Required a flexible system that could adapt to changing sales data
SOUL utilizes Sugar Professional as the official system of record
Sugar reports and dashboards give immediate insight into sales data
Sugar partner Insightful aided in customizing the Sugar rollout
SOUL can now align products sold to customer segments
Easy
-
to
-
use nature of Sugar drives adoption, data quality and predictability
Implementation in six weeks minimized disruption to business
VALUE
SOLUTION
PROBLEM
BACKGROUND
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Communications
We are now able to better serve our growing customer base because of Sugar.”
One of Portugal’s largest telecommunication service providers
A sub
-
set of Portugal Telecom, which offers services to millions of subscribers
Offers cable, internet and wireless voice services
—
Jorge Teixeira da Silva, Project Manager, UZO
Customer services inquiries often misrouted, elongating response times
Low adoption of existing customer service application
Lack of visibility between customer data and billing records
Collaboration tools in Sugar Professional led to proper customer routing
Centralized data in one system drove user adoption
Leveraged Sugar partner DRI to integrate between billing and CRM systems
Shortened inquiry response times increased customer satisfaction
Increase in customer retention
Customer service center a competitive strength in the market for UZO
VALUE
SOLUTION
PROBLEM
BACKGROUND
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Communications
With Sugar, we’re getting the most bang for our buck.”
Provider of television, internet and telephony to consumers in the Netherlands
XMS serves more than 14,000 households
One of the first “fiber to home” networks in the Netherlands
—
Reinier Kramer, Chief of Operations
Needed a system for managing exponential customer growth
XMS had a disconnect between customer data and call center operations
XMS wanted to decentralize its office, but maintain visibility into departments
Deployed Sugar Professional due to its scalable nature to grow with XMS
Quickly integrated Sugar with its call center technology
Web
-
based nature of Sugar gave home workers full access to data
Greater insight into prospect data helped increase customer base
Integration of CRM and telephony system increased customer satisfaction
Employees are mostly home
-
based, resulting in lower operations costs
VALUE
SOLUTION
PROBLEM
BACKGROUND
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Financial
After a thorough evaluation, we decided that SugarCRM was the right product to
deliver a web
-
enabled application that would meet our scalability, customization and
integration needs.”
BDO is the fourth largest accounting firm in the world
Large Alliance program comprised of a large network of 300 accounting firms
Annual revenue of $4.7 billion
—
Valerie Kozikowski , Partner, BDO Seidman
Could not accurately track business referrals in Alliance Program
Wide network required a centralized, yet flexible system
Uncommon sales, referral process required deep customization
BDO customized Sugar Professional to automate Alliance referrals
Web
-
based nature of Sugar unified distributed branches
Flexibility of Sugar enabled views for Alliance staff and one for branches
Sugar Professional powers thousands of annual referrals
Web portal gives thousand of Alliance member branches immediate access
Leads routed faster through Sugar
-
powered processes
VALUE
SOLUTION
PROBLEM
BACKGROUND
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Financial
Deploying SugarCRM has taken our CRM initiatives to the next level.”
Small business insurance provider
Services more than 2,700 businesses around the world
Based in London, England
—
Ian Hutchinson, CFO, Brighter Business
Lacked tracking of customer interactions across multiple channels
No integration between customer experience and billing tools
Highly custom processes for insurance industry
Sugar Professional integrated with web site enabled cross
-
channel alerts
E
-
commerce integration automated lead
-
to
-
quote process
Open nature of Sugar allowed deep customization of process flows
Can now execute and track outbound campaigns to attract more customers
Greater visibility into revenue stream with e
-
commerce integration
Consistent service across channels increased customer satisfaction
VALUE
SOLUTION
PROBLEM
BACKGROUND
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Financial
Sugar is our most mission
-
critical business application. It truly gives us the
pulse of our business.”
Provider of financial trading software for professional and retail investors
Serves a network of more than 2,500 subscribers
Based in Denver, CO
—
John Gromala, VP Sales & Marketing, Ninja Trader
Existing CRM system took too long to customize
Difficulty tracking renewal timeline for subscription
-
based business
Current CRM system could not manage hand
-
offs from company web site
Open nature of Sugar Professional enabled faster customization cycle
Sugar flexibility enabled more efficient follow up on renewal accounts
Ease of integration merged company web site with Sugar Professional
Increased renewal rates and lower churn increased revenue and profitability
Shorter development cycle for customizations saves time and money
Seamless experience across web site and sales increased satisfaction
VALUE
SOLUTION
PROBLEM
BACKGROUND
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Financial
Sugar has had a big impact on our bottom line.”
Full
-
Service realtor serving residential and high
-
rise real estate customers
Specializes in volatile Las Vegas market
Differentiated model based on exceptional customer service
—
Dan Gronning, Director of Marketing, Rise Realty
Difficulty tracking various types of prospects through complex sales cycle
Inability associating customer communications with account data
Existing system too inflexible to meet changing business needs
Customized opportunities module gave Rise visibility into all sales cycles
Campaign module enables generation and tracking of relevant promotions
Open nature of Sugar Professional enables fast customizations
Shorter time to close for complex sales cycles
High adoption levels improved employee productivity
Greater ability to communicate with others increased satisfaction levels
VALUE
SOLUTION
PROBLEM
BACKGROUND
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Financial
Sugar Enterprise has given SACE the flexibility to have a continuously
improving CRM system that meets our needs.”
Provider of insurance and financial services to Italian companies
Provides more than 16 billion Euros of insurance per year
Based in Rome, Italy
—
Dario Rigolin, EVP Corp. Development
Multiple data systems led to confusion
Complicated business process hard to manage in older, rigid systems
Inability to capture accurate forecast data
Sugar Enterprise provides a single, central system of customer records
Robust workflow tools automate unique business processes
Pipeline management and forecasting tools increase visibility into revenue
High user adoption rate increased employee productivity
Automated business process decreased sales cycle
Insight into pipeline guides intelligent decision
-
making for management
VALUE
SOLUTION
PROBLEM
BACKGROUND
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Healthcare
Sugar Professional has become the platform for our vital business systems,
which encompass finance, sales, marketing, and support.”
Leading provider of physician revenue cycle billing services
Manages more than $1 billion annually in physician revenues
Based in Boston, MA with more than 1,000 customers
—
Bob Gatewood, CTO, athenahealth
Previous CRM system too inflexible to manage exponential growth
IT staff required code
-
level access to customize to their needs
No visibility between inquiries inside its own product and CRM case issues
Sugar Professional provided the ability to cost
-
effectively scale CRM system
Open nature of Sugar enabled deep customization of workflows and fields
Ease of integration allowed seamless tie in to internal systems
Significant subscription fee savings annually over previous solution
Positive ROI in only nine months
Integration of CRM and internal system adds competitive advantage
VALUE
SOLUTION
PROBLEM
BACKGROUND
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Healthcare
Sugar gave us control over the implementation.”
Leading developer of innovative medical technologies.
Thousands of customers worldwide
Previously a division of Bristol Myers Squibb
—
William Compton, CIO, ConvaTec
Legacy CRM implementation no longer supported by provider
Highly regulated industry practices required customized CRM system
Global sales and support network not together on single system
Sugar Enterprise offered cost effective migration path to fully supported CRM
Customization capabilities enabled compliance with industry mandates
Web
-
based natured tied U.S. and U.K. personnel in to same system
Call handling and documentation dropped from 2 minutes to 30 seconds
Streamlined front and back office practices improved customer satisfaction
Implementation completed on time and 10% under budget
VALUE
SOLUTION
PROBLEM
BACKGROUND
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Healthcare
We picked Sugar because Sugar adapted to us.”
Provider of medical beds and furniture for over 50 years
Based in Tours, France but serving hospitals and clinics worldwide
Operates 2 manufacturing facilities with over 140 employees
—
Laurent Guenier, IT Manager, Corona Medical
Dispersed sales force lacked central repository for sales data
Lack of ERP integration lead to manual, time consuming process
Legacy reporting system could not offer real
-
time insight into data
Sugar Professional created central data repository, united sales teams
ERP and other system integrations created seamless, automated processes
Reporting tools gave Corona Medical deeper insight into operations
Collaboration between sales teams has shortened the sales cycle
ERP integration created more accurate price quotes
Fast two month implementation enabled Corona to quickly see benefits
VALUE
SOLUTION
PROBLEM
BACKGROUND
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Healthcare
SugarCRM’s customization and integration capabilities have saved us tens of
thousands in operational costs thanks to our ability to tie sales and back
-
office
operations together.”
Services firm dedicated to assisting Canadian physicians
More than 5,500 physicians use Healthscreen’s services
Dedicated to increasing physician productivity and revenue
—
Martin Ross, VP Technology, Healthscreen
Rapid employee count required an easy to use yet scalable system
Required a customizable solution that could integrate with back office system
Sales force constantly in the field
–
using only PDAs not laptops
Easily customizable UI of Sugar professional aided fast rollout to sales reps
Custom modules in Sugar created end
-
to
-
end sales and service delivery
Wireless capabilities of Sugar gave sales reps access to data on the go
Saved $48,000 annually vs. previous CRM by moving to Sugar
$100,000 in annual operational staff savings going with Sugar On
-
Demand
$18,000 saved eliminating laptop costs thanks to Sugar Mobile
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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Government
We needed a solution that was secure, accessible and easy to use…
Sugar met all the criteria.”
Largest state agency in Oregon with 9,500 employees
Manages processing of state Medicaid claims
Conducts general outreach to promote health and safety in Oregon
—
Bill Crowell, CIO, State of Oregon
Paper
-
based handling of health claims was time intensive and error
-
ridden
Lack of central system for coordinating outreach communications
Data locked in several databases, as well as manual systems
Process flows in Sugar enabled automations of claims processing
Collaboration tools enabled unified, consistent outbound communications
Central system created single, inclusive view of citizen records
Reduced number of monthly manual claims processed from 60,000 to 37
Case management tools decreased response times to citizen requests
Unified communication platform improved outreach efforts
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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Public Sector
Using Sugar Enterprise, we have been able to take our service levels to new heights.”
Singapore’s first and only private university
Focuses on advancing the learning of working professionals
More than 6,500 students; all working adults and professionals
—
Nancy Tan, Manager of Student Relations, SIM University
Data visibility issues with key information locked in spreadsheets
Home built solutions had become outdated and inflexible
Lack of integration between phone system and CRM processes
Sugar Enterprise as central system of record brought all data into one place
Modern CRM provided needed flexibility, workflows and reports
Open architecture made for seamless integration with telephony system
Personalized interactions have raised service levels to record highs
Sugar marketing capabilities have increased recruitment abilities
Greater visibility into customer experience
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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Services
SugarCRM gives us real
-
time snapshots into our daily pipeline. There are times
where we hold our sales meetings based entirely on the dashboard and pipeline
reports generated from Sugar Professional.”
Human Resources consulting and outsourcing firm
Serves small business as well as Fortune 100 firms
Based in Newark, DE
—
Julie Dorazio, Practice Leader, CBI Group
Remote employees had trouble accessing customer data
Security of outsourced HR data an issue when considering CRM system
Lacked ability to link sales process to service delivery process
Web
-
based nature of Sugar Professional enabled remote access for users
Sugar deployed on
-
site to keep core data inside CBI Group’s firewall
Integrated account and project management modules to link sales/service
Streamlined sales and service delivery increased operational efficiencies
Pipeline management in Sugar adds predictability to revenue stream
CRM system a source of competitive differentiation in marketplace
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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Services
We expect to see a 20% increase in sales thanks to deploying Sugar.”
Provider of security solutions to financial, healthcare and government clients
More than 100 ongoing customer engagements
Based in Spokane, WA
—
Mike Leach, Sales Manager, E3 Technology
Difficulty managing sales operations for remote workforce
Management lacked visibility into data locked in sales reps laptops
Consulting projects difficult to manage without central system
Web
-
based nature of Sugar Professional gave remote employees access
Centralized data repository provided managers with complete view of data
Workflow and other system tools streamlined consulting processes
Expected increase in sales of up to 20%
Centralized system boosting remote workers productivity
On
-
Demand allows company to focus on strategic IT, not CRM maintenance
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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Services
I think we’re a better company for using SugarCRM.”
Global merger and acquisition intelligence firm
Subsidiary of the Financial Times Group
Based in London, UK with 500 employees worldwide
—
Mark Lissaman, CTO, MergerMarket
Existing CRM system was unable to scale to company’s needs
Inability to centralize data for global sales force
Problem collecting subscriber data to build strong customer relationships
Move to Sugar Professional enabled global user base to be on one system
Enhanced user experience led to high adoption and stronger sales data
Centralized sales data repository enabled deeper customer analysis
High adoption of easier to use CRM increased sales productivity
Ability to measure profitability among client base
Ability to track and manage customer satisfaction
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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Services
With Sugar, we have much better follow
-
up on leads and are closing
more opportunities.”
Provider of outsourced software sales
Customer include GE, IBM, Sun Microsystems, Oracle, Ericsson and EDS
Offices across Australia and Singapore
-
—
John Quinn, Managing Partner, Moss & Hooper
Contact data locked in silos on sales agent’s laptops or rolodexes
Inability to share leads across agents and teams
Zero visibility into customer acquisition success rate
Sugar Professional centralized all contact and leads data
Workflow rules enabled best practices to be shared across sales organization
Reporting tools enabled instant visibility into win/loss data
Increased follow up on leads lead to higher closed rates, increased revenue
Collaborative sales environment increased customer satisfaction
Win/loss reports enables company to focus on problem areas
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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Services
Everyday Sugar helps multiple employees a little bit with their daily
performance and when you add all of that up, it is extremely significant.”
Provider of mathematical and analytical consulting services
Customers include OMD Worldwide, Unilever, Clear Channel and Fox
Based in Rotterdam, Netherlands
—
Sjoerd Mostert, Co
-
Founder, Pointlogic
Email and spreadsheet approach to CRM hampered inter
-
office collaboration
Unique business model requires custom processes
Inability to enforce processes among sales teams
Sugar Professional centralized all sales and marketing data in one place
Flexible nature of Sugar enabled custom processes and workflows
Single system ensures all agents are following best practices
Centralized CRM system increased sales productivity
Improved customer retention due to greater visibility across touch points
Reporting tools enable more informed decision
-
making
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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Services
SugarCRM has proved to be the platform on which we can build the company around.”
Provider of part
-
time virtual administrative assistant services
Helping small and medium sized businesses since 1985
Based in New York, NY
—
Julie Ruvolo, Co
-
Founder, Solvate
Difficulty tracking several data points around outsourced HR model
Could not provide system access to home
-
bound employees
Required additional tracking of agents through online social media services
Sugar Professional’s flexibility allowed Solvate to keep all data in one place
Sugar On
-
Demand model provided web
-
access for home
-
based agents
Simple integrations to Twitter and other tools enabled social media tracking
Single system speeds contract and billing cycles for Solvate
Heavy user adoption increased virtual agent productivity
Reporting tools enable Solvate to optimize invoicing process to drive revenue
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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Services
The product is intuitive. Our CSRs were able to pick it up in just a few days.”
Contact center outsourcer
Provides low cost, nearshore alternatives for customers
Located in Newfoundland and Labrador, Canada
—
Ken Hann, CEO, Tacamor
Existing CRM system was inflexible and could not scale
Remoteness of location required reliable, on
-
demand CRM system
Needed CRM system to be closely tied to existing telephony system
Sugar Professional offered a scalable, flexible alternative
Sugar Professional On
-
Demand requires little on
-
site maintenance
Flexible architecture allowed for deep telephony integration
User interface has improved call handling times
Low maintenance of Sugar On
-
Demand a minimizes strain on rural IT staff
Transition to Sugar took five hours
–
with no site visits needed
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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Services
Sugar Professional has given us the tool to build our sales and marketing
initiatives around.”
Provides listings, news and reviews for Broadway and Off
-
Broadway theater
Also manages online ticketing for performances
Based in NY, NY TheaterMania serves more than 40 markets
—
Darren Sussman, President, TheaterMania
Difficulty tracking advertising and marketing campaigns across regions
No connection between web site visits and customer sales
Little insight into sales pipeline
Campaign management tools in Sugar Professional automates campaigns
Web
-
to
-
Lead forms turn casual web visitors into sales leads
Reporting tools provide sales pipeline and other insight into operations
TheaterMania can now measure marketing effectiveness of campaigns
Reporting tools have helped inject predictability into sales projections
Streamlined advertising order process in Sugar shortens ad sales cycle
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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Services
SugarCRM has effectively de
-
risked our business and improved our quoting,
order taking and job scheduling.”
One of New Zealand’s largest contractors
Serves both public and private companies across the Asia Pacific region
Based ion Manukau City, NZ
—
Harvey Taylor, Managing Director, Total Access
Company finding it difficult to manage employee and customer growth
Manual processes were time consuming and complex
Lack of insight into customer purchase history
Sugar selected due to its scalability and flexibility
Custom quoting and invoicing tools in Sugar replaced manual processes
Integration with accounting system linked sales activities to purchase data
Centralized system has increased productivity across the company
Automated quoting system reduces errors
Accounting and CRM integration shortens time to cash
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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Services
We have had absolutely no issue at all with adoption across our organization.
It’s been quite impressive.”
Provides strategic practice planning for doctors and dentists
CEO Greg Stanley has spoken to more than 18,000 health professionals
Based in Scottsdale, AZ
—
Gary Bennett, COO, Whitehall Management
Various customer databases lead to lack of visibility into customer base
Fast development pace led to informal and undocumented sales processes
Lack of adoption of previous CRM initiatives
Sugar now a central hub for all customer information and interactions
Flexible nature of Sugar allows Whitehall to develop faster, for less
Intuitive user interface drove adoption of the Sugar system
Development times and costs cut in half thanks to flexibility of Sugar
Total user adoption has driven user productivity
Positive return on investment achieved in a matter of months
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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Services
With SugarCRM, we were able to incorporate all users, despite their disparate
needs, working effectively with a single system.”
Provider of online learning and recruitment solutions
Key customers include McDonald’s, Vodafone, Johnson & Johnson
Based in Sydney, Australia
—
Carl Gunther, CEO, Workstar
A spinoff from parent firm; needed to have 40 staff up and running fast
Needed to minimize costs associated with maintaining CRM system
Existing employees were using varied systems, causing data visibility issues
Sugar Professional On
-
Demand up and running in 90 days
On
-
Demand delivery model minimized maintenance issues
Web
-
based system unites multiple offices and teams on single system
Campaign management shortens lead to opportunity cycle for sales
Sales productivity increased with efficient, centralized processes
Reporting tools create more accurate forecasts and more predictability
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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Manufacturing
Sugar allows us to monitor market trends and key customer accounts based
on real
-
time data.”
Manufacturer of plastic packaging solutions
InduPlast’s products used with pharmaceuticals and other consumer goods
Based in Bolgare, Italy
—
Simona Leidi, Director of Finance, induPlast
Multiple silos of customer data hampered collaboration and support efforts
Lack of central, well updated system led to stale customer data
Order management process was a manual, lengthy procedure
Sugar Professional used as a central hub to link sales and support
Sugar reporting tools give real
-
time in sight into customer data
Integration with order management tools streamlined processes
Reporting data enables induPlast to make critical business decisions
Streamlined order process created operational efficiencies
Greater ability to support customers increased satisfaction levels
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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Manufacturing
The ability to deploy a hybrid model combining on
-
site and hosted models
across offices throughout the globe has proven invaluable.”
Develops, manufactures and sells sealing solutions for cables and pipes
Customers include oil and gas companies, telecoms, utilities firms and more
Headquartered in Kalrskrona, Sweden
—
Matthias Bruck, IT Manager, Roxtec
Dispersed regional offices not on the same page
Various languages and geographies made it hard to choose a single CRM
Custom business processes hard to track and manage
Deployed Sugar Professional in hybrid On
-
Demand and On
-
Site model
Standardized sales, marketing and project management across company
Flexible workflows allowed for streamlined process automations
Operational cost savings due to not having to manage multiple systems
Productivity gains in sales and marketing thanks to streamlined processes
Reporting tools provide management insight across business regions
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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Manufacturing
The customer service SugarCRM provides Sterling PCU is top
-
shelf, their
product, out
-
of
-
the
-
box, is unbeatable, their professional services
—
on
-
time and
on
-
budget.”
Provides specialized equipment in the appliance and automotive industry
Customers include Toyota, GE, Carrier, and Mercedes
-
Benz
Headquartered in Dayton, OH
—
Christopher Edwards, GM of Sales, Sterling PCU
Disparate systems made it difficult to manage customer relationships
User adoption of past CRM systems was unsatisfactory
Difficulty associating price quotes with customer records
Sugar Professional unified all customer data in a single place
Intuitive user experience led to strong adoption across the business
Integrated quoting module led to seamless lead
-
to
-
order process
Estimated savings of $18,000 annually over previous CRM solution
Fast ramp up time of one week
Competitive advantage in ability to link international offices on one system
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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41
Manufacturing
There were a lot of productivity gains waiting to happen and SugarCRM helped
us to realize them.”
Manufacturer of diverse industrial products
More than 20,000 customers in 50 countries
Headquartered in Auburn Hill, MI
—
Toney Losey, Marketing Manager, 3Sixty Group
Sales process was manual and time consuming
Disparate business processes across portfolio companies
No connection between web traffic and sales activity
Sugar Professional’s workflow tools automated key processes
Centralized system insured standardized processes and data records
Web
-
to
-
lead forms links web activity to sales prospects
100% year
-
over
-
year growth without increasing headcount
Ability to quickly make changes gives 3Sixty Group competitive advantage
Increased follow up on all opportunities
–
no prospects “fall through cracks”
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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42
Technology
With Sugar tied into our business we have the capability to manage massive
products and continue to grow.”
Provider of online information management solutions
Serves more than 25,000 customer firms
Based in Melbourne, Australia
—
Leigh Jasper, Managing Director, Acconex
Lack of collaboration tools negatively impacted project performance
No ability to link customers to their support cases
Required a link between its CRM and its own information management tool
Established Sugar as a “customer hub” to link data and core processes
Support teams can easily see full customer data attached to support cases
Flexible nature of Sugar enabled deep integration with core systems
Greater support capabilities increased customer satisfaction
Collaboration capabilities increase employee productivity
Streamlined project management shortens development cycles
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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43
Technology
The ease of customization and flexibility with Sugar resulted in a lot more
value in the long run.”
Manufactures and markets device automation monitoring systems
Serving customers since 1975
Based in Hopkinton, MA with several regional offices
—
Martin Umeh, Sales Manager, CTC
Management was frustrated with lack of insight into key sales figures
Previous CRM initiative rife with adoption issues
Limited resources to deploy and manage the CRM system
Management now has instant insight into key metrics with Sugar reports
Web
-
based, intuitive user experience drove strong user adoption
Open nature of Sugar Professional allowed for customizations within budget
Saved estimated tens of thousands thanks to cost effective customizations
On
-
Demand deployment has freed up IT resources for more strategic use
High user adoption has resulted in increased employee productivity
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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44
Technology
We moved from Salesforce.com to Sugar in less than three days.”
Provider of complete enterprise open source solutions
Customers include 70% of Fortune 100
Founded in 1998; based in Walnut Creek, CA
—
Ryan Lindsay, COO and Co
-
Founder, Covalent
Previous system was too expensive to integrate to internal systems
Required a standards
-
based system in order to perform customizations
Employees were not using previous CRM system
Sugar’s flexibility enabled fast, tight integration with in
-
house systems
Open nature of Sugar made customizations fast and cost effective
Sales representatives became comfortable with Sugar in only a few days
Estimated costs savings of $20,000 annually versus Salesforce.com
Immediate adoption led to increased employee productivity
Unified system increased forecasting capability
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
2/17/2014
©2008 SugarCRM Inc. All rights reserved.
45
Technology
Sugar hasn't addressed our business processes. It embraced them.”
Provider of electronic invoice processing software and services
13,000 customers in 45 different countries
Headquartered in Indianapolis, IN
—
Rick Byers, Head of Operations, CTI Group
Growth by acquisition led to various silos of CRM data
Difficulty tracking customers across sales stages
Required one easy
-
to
-
use system to integrate disparate systems
Sugar Professional deployed as single system of record for customer records
Pipeline management gave deeper insight into sales metrics
Workflow tools streamlined and automated key processes
Increased visibility and predictability using Sugar Reports
Improved collaborative selling capabilities using a single CRM system
Easy
-
to
-
use system increased sales productivity
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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46
Technology
Sugar is, in many ways, the hub of our business and we are constantly finding
new ways that it can help.”
Provider of software managing stock and other equity based compensation
Serves nearly 500 public and private companies across all industries
Based in Pleasanton, CA
—
Steve Madeira, VP Operations, EASi
Fast growth created a difficult to manage influx of customer calls
Difficulty tracking product defects back to the development cycle
Inability to track customer renewals
Use of Sugar Web forms enables web
-
based support in lieu of phone calls
Sugar integration to bug tracking tool provides visibility into product issues
Renewal data is now automatically entered into Sugar system
Web
-
based support has reduced call volume by 25%
Integration with bug tracking tool has reduced bug tracking time 100%
Automated renewals increased productivity by eliminating manual processes
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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47
Technology
SugarCRM offers lower cost, more functionality and flexible deployment
options than Salesforce.com.”
Provider of technology and internet marketing solutions
Provides web hosting tool for technology resellers
Based in Sacramento, CA
—
Dan Forootan, CEO, EZ Publishing
Difficulty converting web leads into sales opportunities
Difficulty following up with prospects leveraging free trial offers
Inability to share information and documents across departments
Web
-
to
-
lead forms turn web site visitors into leads in Sugar Professional
Auto reminders help sales agents follow up on free trial users
Documents module allows for collaboration between teams
Significant costs savings switching from Salesforce.com to Sugar
Increased revenue with greater follow up on renewal opportunities
Collaboration between teams increased employee productivity
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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48
Technology
SugarCRM simply had the largest following, the most downloads and provided
the most security from a longevity of product development standpoint.”
Provides technical support to consumers and small businesses
More than 20,000 customers
Named one of Canada’s fastest growing companies
—
John Leishman, CEO, Geeks On The Way
High volume of inbound customer calls
Difficulty optimized routes and activities of field service agents
No visibility between service calls and revenue
Integrated Sugar with telephony system to instantly populate service records
Merged Sugar and mapping tools to optimize agents’ daily service routes
Also integrated Sugar with back end e
-
commerce system
Intelligent routing in Sugar saves service agents’ time and reduced fuel costs
Call handling reduced from three minutes down to 20 seconds
Payroll process reduced from 24 hours down to five minutes per pay period
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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49
Technology
Sugar Enterprise has given management the 360
-
degree view of the customer
we've always required.”
Independent software vendor providing geostatistics technologies
Serves oil & gas companies, environmental agencies, and mining companies
Based in Avon, France
—
P. Roux, Sales and Marketing Director, Geovariances
Business processes were manual and not optimized
Zero connection between sales and customer support data
Data security concerns required an on
-
site deployment
Sugar now acts as central hub, uniting all customer
-
facing departments
Workflow tools automated and streamlined the lead
-
to
-
cash process
Flexible deployment model enabled Sugar Enterprise to be deployed on
-
site
Greater customer satisfaction with integrated case and account management
Streamlined process shortens sales and billing cycle
Greater insight into performance of marketing activities
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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50
Technology
Sugar Professional has enabled us to build an industry
-
specific CRM system to
fit our company's needs.
Provider of utility management software solutions
More than 1,000 customers across the southern U.S.
Based in Abeline, TX
—
Robert Blasingame, Project & Performance Analyst, Milsoft
Customer data stored in various spreadsheets and databases
Complex processes difficult to manage without single system
No integration between customer data and corporate web site
Sugar Professional centralized all of Milsoft’s customer data in one place
Custom workflows automated and optimized key processes
Open architecture allowed Milsoft to link Sugar to its web site content
Custom workflows created strong sales efficiencies
Web site and CRM integration improved ability to market to prospects online
High end user adoption led to greater employee productivity
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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51
Technology
SugarCRM has allowed us to manage our sales processes effectively and
more efficiently.”
Automations donor management process for non
-
profit organizations
Operates its technology under an open source model
Based in Dallas, TX
—
Katherine Burstein, Solutions Engineer, Orange Leap
Previous CRM system (Salesforce.com) was inflexible
Required custom reports to monitor unique sales process
Inability to track web site visitors in CRM system
Open nature of Sugar Professional enabled deep customizations
Sugar’s robust reporting tools enabled custom
-
built reports
Leverages Sugar’s Web
-
to
-
lead forms to capture web site traffic in CRM
Reduced annual subscription costs switching from Salesforce.com
High user adoption increased employee productivity
Increased marketing effectiveness with Web
-
to
-
lead forms
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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52
Technology
It's safe to say that SugarCRM have become one of our mission
-
critical applications.”
Provider of commercial open source IT management solutions
Products used in over 23,000 organizations in 180 countries
Based in Annapolis, Maryland
—
Rusty Wilson, IT Director, Zenoss
Lead management was manual and inefficient process
Inability to track and manage emails to customers and prospects
No ability to link customer support issues with account data
Web
-
to
-
lead forms automated lead capture process
Email campaign tools in Sugar track and manage email messages
Full case management tools in Sugar link support tickets to account history
Number of opportunities in sales pipeline increased using Web forms
Campaign management tools help optimize marketing spend
Multi
-
channel support tools help improve customer satisfaction
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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53
Retail/Distribution
Thanks to Redpill
-
Linpro and Sugar Professional, we've seen improvements
across the board in terms of communicating with our customers and
garnering their feedback.”
Scandinavian arm of one of the world’s leading car rental companies
350 locations and 15,000 cars distributed across the region
Based in Billingstad, Norway
—
Tom Orvei, CRM Manager, Avis
Customers were being flooded with too many irrelevant messages
Inability to track customer communications across touch points
Difficulty tracking car reservations back to individual customers
Customize Sugar with special Target lists to halt oversaturation of messages
Sugar tracks customer communications across email, SMS and phone
Sugar partner RedPill
-
Linpro linked Sugar with Avis’ reservation system
Increased customer satisfaction thanks to proper messaging
Greater targeted marketing with integrated reservation history in the CRM
General productivity gains due to a centralized system managing processes
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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©2008 SugarCRM Inc. All rights reserved.
54
Retail/Distribution
The main goal was to get a global solution that combined e
-
commerce, CRM,
and logistics into one package. With SugarCRM and Synolia, we accomplished
that and more.”
French distributor of one of the world’s leading soft drink companies
Sales represent 16% of the Coca
-
Cola Company's worldwide volume.
30,000 customers across EMEA region
—
Pierre Fredet, Group Director, Coca
-
Cola Enterprises
Existing CRM initiative not linked to e
-
commerce system
Management had little visibility into sales
Inability to optimize distribution chains and identify new opportunities
Sugar partner Synolia linked CRM system with e
-
commerce system
Sugar reports gives real time insight into sales and marketing data
Centralized view of data enables management to identify new opportunities
Competitive edge gained with deep insight into market trends
Integration between Sugar and logistics platform optimizes delivery of goods
Cost savings gained versus proprietary CRM solutions
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
2/17/2014
©2008 SugarCRM Inc. All rights reserved.
55
Retail/Distribution
With Sugar we are free to do whatever meets our needs
-
and that was a huge
selling point.”
Provider of large
-
scale data services
Key customers include World Bank and Disney
Based in Columbia, MD
—
Tom Fabrizio, Director of Sales, Digi
-
Data
Data in previous CRM solution (Act!) locked on sales reps’ laptops
Management had little insight into forecasts and pipeline
Required an On
-
Demand solution that could be moved in
-
house in time
Web
-
based, centralized system keeps all sales data in one place
Sugar Reports gives real time updates to sales pipeline and forecast data
Sugar’s flexibility enables Digi
-
Data to move from On
-
Demand to On
-
Site
Real time sales data eliminated partner conflict in the channel
Sugar Reports are powering more accurate decision
-
making
Ability to always own data and application logic lowers potential risk
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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©2008 SugarCRM Inc. All rights reserved.
56
Retail/Distribution
Because we're now capturing, categorizing, and tracking our readers' interests
through Sugar, follow
-
up and relationship building exercises are possible.”
Most widely read magazine in America
70 million readers weekly
Headquartered in NY, NY
—
Steve McNally, Product Development, Parade
No system for handling email queries in to Parade’s web site
Inability to link magazine readers to online visitors
Lack of insight into online campaign effectiveness
Email management tools in Sugar route inquires to proper agents
Web
-
to
-
lead forms generate leads from online promotions
Reporting tools provide insight into marketing return on investment
Increased cross
-
sell and up
-
sell effectiveness with personalized campaigns
Greater follow up on email inquires has increased customer satisfaction
Customer
-
facing processes now completed in a fraction of the time
VALUE
SOLUTION
PROBLEM
BACKGROUND
“
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©2008 SugarCRM Inc. All rights reserved.
57
Retail/Distribution
The integration of SugarCRM throughout the business has reduced order
processing from a half a day to less than one hour.”
Provider of gift experiences for the Australia New Zealand markets
Serving over 4,000 corporate customers and 90,000 individuals
Based in Sydney, Australia
—
Naomi Simson, CEO, Red Ballon Days
Homegrown system wrought with manual process
Existing system required duplication of efforts, leading to data quality issues
Lack of integration between CRM system, web site and order system
Centralized system streamlined sales and marketing processes
Single system reduces duplication of data entry points
Integration with order management system creates end
-
to
-
end process flow
Order processing dropped from half a day to less than one hour
Sales teams can now collaborate more effectively using a centralized system
Increased marketing effectiveness
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