SugarCRM Customer Case Studies - Advocotek.com

SugarCRM

Customer Case Studies


February 17, 2014


©2008 SugarCRM Inc. All rights reserved.

©2008 SugarCRM Inc. All rights reserved.

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©2008 SugarCRM Inc. All rights reserved.

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©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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©2008 SugarCRM Inc. All rights reserved.

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Over 5,000 Customers Worldwide

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©2008 SugarCRM Inc. All rights reserved.

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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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©2008 SugarCRM Inc. All rights reserved.

9

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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©2008 SugarCRM Inc. All rights reserved.

10

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

11

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

12

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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©2008 SugarCRM Inc. All rights reserved.

13

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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©2008 SugarCRM Inc. All rights reserved.

14

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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©2008 SugarCRM Inc. All rights reserved.

15

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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©2008 SugarCRM Inc. All rights reserved.

16

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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©2008 SugarCRM Inc. All rights reserved.

17

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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©2008 SugarCRM Inc. All rights reserved.

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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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

19

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

20

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

21

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

22

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

23

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

24

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

25

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

26

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

27

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

28

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

29

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

30

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

31

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

32

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

33

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

34

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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35

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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©2008 SugarCRM Inc. All rights reserved.

36

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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37

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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38

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

39

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

40

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

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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©2008 SugarCRM Inc. All rights reserved.

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

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

“

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

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

“

2/17/2014

©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

“

2/17/2014

©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

“

2/17/2014

©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