SugarCRM Customer Case Studies - Advocotek.com

wakefulchardDéveloppement de logiciels

17 févr. 2014 (il y a 3 années et 4 mois)

133 vue(s)

SugarCRM

Customer Case Studies


February 17, 2014


©2008 SugarCRM Inc. All rights reserved.

©2008 SugarCRM Inc. All rights reserved.

2/17/2014

2

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

3

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

4

5,000 Customers in 30 Countries

©2009 SugarCRM Inc. All rights reserved.

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

5

Over 5,000 Customers Worldwide

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

6

Over 1,000 European Customers

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

7

Worldwide Partnerships

2/17/2014

©2008 SugarCRM Inc. All rights reserved.

8

VALUE

SOLUTION

PROBLEM

BACKGROUND



2/17/2014

©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



2/17/2014

©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



2/17/2014

©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



2/17/2014

©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



2/17/2014

©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



2/17/2014

©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



2/17/2014

©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



2/17/2014

©2008 SugarCRM Inc. All rights reserved.

18

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



2/17/2014

©2008 SugarCRM Inc. All rights reserved.

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



2/17/2014

©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



2/17/2014

©2008 SugarCRM Inc. All rights reserved.

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



2/17/2014

©2008 SugarCRM Inc. All rights reserved.

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



2/17/2014

©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