SugarCRM
Customer Case Studies
April 9, 2015
©2008 SugarCRM Inc. All rights reserved.
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
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4/9/2015
©2008 SugarCRM Inc. All rights reserved.
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4/9/2015
©2008 SugarCRM Inc. All rights reserved.
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5,000 Customers in 30 Countries
4/9/2015
©2008
SugarCRM
All rights
reserved.
©2009
SugarCRM
Inc. Inc.
All rights
reserved.
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Over 5,000 Customers Worldwide
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
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Over 1,000 European Customers
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
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Worldwide Partnerships
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
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Government
BACKGROUND
 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
PROBLEM
 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
SOLUTION
 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
“
Sugar has become an essential tool for better serving our customers on a daily
basis, as well as better defining our customer strategy.”
—Guillaume Domingeon, IT Manager
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
9
Communications
BACKGROUND
 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
PROBLEM
 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
SOLUTION
 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
VALUE
 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
“
We needed Sugar to automate all the processes, to keep all the various
departments in motion as we go through the customer lifecycle.”
— Lee Vinton, Manager of Business Engineering Services
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
10
Communications
BACKGROUND
 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
PROBLEM
 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
SOLUTION
 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
“
The ability to make customizations on the fly delivers true competitive advantage.”
— Evans Wroten, CIO
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
11
Communications
BACKGROUND
 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
PROBLEM
 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
SOLUTION
 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
“
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.”
— Fred van den Heuvel, Sales and Marketing Manager
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
12
Communications
BACKGROUND
 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
PROBLEM
 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
SOLUTION
 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
“
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.”
— Steve Legge, COO, SOUL
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
13
Communications
BACKGROUND
 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
PROBLEM
 Customer services inquiries often misrouted, elongating response times
 Low adoption of existing customer service application
 Lack of visibility between customer data and billing records
SOLUTION
 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
“
We are now able to better serve our growing customer base because of Sugar.”
— Jorge Teixeira da Silva, Project Manager, UZO
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
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Communications
BACKGROUND
 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
PROBLEM
 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
SOLUTION
 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
VALUE
 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
“
With Sugar, we’re getting the most bang for our buck.”
— Reinier Kramer, Chief of Operations
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
15
Financial
BACKGROUND
 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
PROBLEM
 Could not accurately track business referrals in Alliance Program
 Wide network required a centralized, yet flexible system
 Uncommon sales, referral process required deep customization
SOLUTION
 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
“
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.”
— Valerie Kozikowski , Partner, BDO Seidman
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
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Financial
BACKGROUND
 Small business insurance provider
 Services more than 2,700 businesses around the world
 Based in London, England
PROBLEM
 Lacked tracking of customer interactions across multiple channels
 No integration between customer experience and billing tools
 Highly custom processes for insurance industry
SOLUTION
 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
“
Deploying SugarCRM has taken our CRM initiatives to the next level.”
—Ian Hutchinson, CFO, Brighter Business
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
17
Financial
BACKGROUND
 Provider of financial trading software for professional and retail investors
 Serves a network of more than 2,500 subscribers
 Based in Denver, CO
PROBLEM
 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
SOLUTION
 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
“
Sugar is our most mission-critical business application. It truly gives us the
pulse of our business.”
— John Gromala, VP Sales & Marketing, Ninja Trader
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
18
Financial
BACKGROUND
 Full-Service realtor serving residential and high-rise real estate customers
 Specializes in volatile Las Vegas market
 Differentiated model based on exceptional customer service
PROBLEM
 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
SOLUTION
 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
“
Sugar has had a big impact on our bottom line.”
—Dan Gronning, Director of Marketing, Rise Realty
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
19
Financial
BACKGROUND
 Provider of insurance and financial services to Italian companies
 Provides more than 16 billion Euros of insurance per year
 Based in Rome, Italy
PROBLEM
 Multiple data systems led to confusion
 Complicated business process hard to manage in older, rigid systems
 Inability to capture accurate forecast data
SOLUTION
 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
“
Sugar Enterprise has given SACE the flexibility to have a continuously
improving CRM system that meets our needs.”
—Dario Rigolin, EVP Corp. Development
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
20
Healthcare
BACKGROUND
 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
PROBLEM
 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
SOLUTION
 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
“
Sugar Professional has become the platform for our vital business systems,
which encompass finance, sales, marketing, and support.”
— Bob Gatewood, CTO, athenahealth
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
21
Healthcare
BACKGROUND
 Leading developer of innovative medical technologies.
 Thousands of customers worldwide
 Previously a division of Bristol Myers Squibb
PROBLEM
 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
SOLUTION
 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
“
Sugar gave us control over the implementation.”
— William Compton, CIO, ConvaTec
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
22
Healthcare
BACKGROUND
 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
PROBLEM
 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
SOLUTION
 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
“
We picked Sugar because Sugar adapted to us.”
—Laurent Guenier, IT Manager, Corona Medical
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
23
Healthcare
BACKGROUND
 Services firm dedicated to assisting Canadian physicians
 More than 5,500 physicians use Healthscreen’s services
 Dedicated to increasing physician productivity and revenue
PROBLEM
 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
SOLUTION
 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
VALUE
 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
“
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.”
— Martin Ross, VP Technology, Healthscreen
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
24
Government
BACKGROUND
 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
PROBLEM
 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
SOLUTION
 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
“
We needed a solution that was secure, accessible and easy to use…
Sugar met all the criteria.”
— Bill Crowell, CIO, State of Oregon
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
25
Public Sector
BACKGROUND
 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
PROBLEM
 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
SOLUTION
 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
“
Using Sugar Enterprise, we have been able to take our service levels to new heights.”
— Nancy Tan, Manager of Student Relations, SIM University
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
26
Services
BACKGROUND
 Human Resources consulting and outsourcing firm
 Serves small business as well as Fortune 100 firms
 Based in Newark, DE
PROBLEM
 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
SOLUTION
 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
“
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.” — Julie Dorazio, Practice Leader, CBI Group
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
27
Services
BACKGROUND
 Provider of security solutions to financial, healthcare and government clients
 More than 100 ongoing customer engagements
 Based in Spokane, WA
PROBLEM
 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
SOLUTION
 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
VALUE
 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
“
We expect to see a 20% increase in sales thanks to deploying Sugar.”
— Mike Leach, Sales Manager, E3 Technology
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
28
Services
BACKGROUND
 Global merger and acquisition intelligence firm
 Subsidiary of the Financial Times Group
 Based in London, UK with 500 employees worldwide
PROBLEM
 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
SOLUTION
 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
“
I think we’re a better company for using SugarCRM.”
— Mark Lissaman, CTO, MergerMarket
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
29
Services
BACKGROUND
 Provider of outsourced software sales
 Customer include GE, IBM, Sun Microsystems, Oracle, Ericsson and EDS
 Offices across Australia and Singapore
PROBLEM
 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
SOLUTION
 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
“
With Sugar, we have much better follow-up on leads and are closing
more opportunities.”
-—John Quinn, Managing Partner, Moss & Hooper
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
30
Services
BACKGROUND
 Provider of mathematical and analytical consulting services
 Customers include OMD Worldwide, Unilever, Clear Channel and Fox
 Based in Rotterdam, Netherlands
PROBLEM
 Email and spreadsheet approach to CRM hampered inter-office collaboration
 Unique business model requires custom processes
 Inability to enforce processes among sales teams
SOLUTION
 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
“
Everyday Sugar helps multiple employees a little bit with their daily
performance and when you add all of that up, it is extremely significant.”
— Sjoerd Mostert, Co-Founder, Pointlogic
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
31
Services
BACKGROUND
 Provider of part-time virtual administrative assistant services
 Helping small and medium sized businesses since 1985
 Based in New York, NY
PROBLEM
 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
SOLUTION
 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
VALUE
 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
“
SugarCRM has proved to be the platform on which we can build the company around.”
— Julie Ruvolo, Co-Founder, Solvate
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
32
Services
BACKGROUND
 Contact center outsourcer
 Provides low cost, nearshore alternatives for customers
 Located in Newfoundland and Labrador, Canada
PROBLEM
 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
SOLUTION
 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
“
The product is intuitive. Our CSRs were able to pick it up in just a few days.”
— Ken Hann, CEO, Tacamor
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
33
Services
BACKGROUND
 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
PROBLEM
 Difficulty tracking advertising and marketing campaigns across regions
 No connection between web site visits and customer sales
 Little insight into sales pipeline
SOLUTION
 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
“
Sugar Professional has given us the tool to build our sales and marketing
initiatives around.”
—Darren Sussman, President, TheaterMania
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
34
Services
BACKGROUND
 One of New Zealand’s largest contractors
 Serves both public and private companies across the Asia Pacific region
 Based ion Manukau City, NZ
PROBLEM
 Company finding it difficult to manage employee and customer growth
 Manual processes were time consuming and complex
 Lack of insight into customer purchase history
SOLUTION
 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
“
SugarCRM has effectively de-risked our business and improved our quoting,
order taking and job scheduling.”
— Harvey Taylor, Managing Director, Total Access
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
35
Services
BACKGROUND
 Provides strategic practice planning for doctors and dentists
 CEO Greg Stanley has spoken to more than 18,000 health professionals
 Based in Scottsdale, AZ
PROBLEM
 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
SOLUTION
 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
VALUE
 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
“
We have had absolutely no issue at all with adoption across our organization.
It’s been quite impressive.”
— Gary Bennett, COO, Whitehall Management
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
36
Services
BACKGROUND
 Provider of online learning and recruitment solutions
 Key customers include McDonald’s, Vodafone, Johnson & Johnson
 Based in Sydney, Australia
PROBLEM
 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
SOLUTION
 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
VALUE
 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
“
With SugarCRM, we were able to incorporate all users, despite their disparate
needs, working effectively with a single system.”
— Carl Gunther, CEO, Workstar
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
37
Manufacturing
BACKGROUND
 Manufacturer of plastic packaging solutions
 InduPlast’s products used with pharmaceuticals and other consumer goods
 Based in Bolgare, Italy
PROBLEM
 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
SOLUTION
 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
“
Sugar allows us to monitor market trends and key customer accounts based
on real-time data.”
— Simona Leidi, Director of Finance, induPlast
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
38
Manufacturing
BACKGROUND
 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
PROBLEM
 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
SOLUTION
 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
VALUE
 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
“
The ability to deploy a hybrid model combining on-site and hosted models
across offices throughout the globe has proven invaluable.”
—Matthias Bruck, IT Manager, Roxtec
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
39
Manufacturing
BACKGROUND
 Provides specialized equipment in the appliance and automotive industry
 Customers include Toyota, GE, Carrier, and Mercedes-Benz
 Headquartered in Dayton, OH
PROBLEM
 Disparate systems made it difficult to manage customer relationships
 User adoption of past CRM systems was unsatisfactory
 Difficulty associating price quotes with customer records
SOLUTION
 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
“
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.”
— Christopher Edwards, GM of Sales, Sterling PCU
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
40
Manufacturing
BACKGROUND
 Manufacturer of diverse industrial products
 More than 20,000 customers in 50 countries
 Headquartered in Auburn Hill, MI
PROBLEM
 Sales process was manual and time consuming
 Disparate business processes across portfolio companies
 No connection between web traffic and sales activity
SOLUTION
 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
“
There were a lot of productivity gains waiting to happen and SugarCRM helped
us to realize them.”
— Toney Losey, Marketing Manager, 3Sixty Group
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
41
Technology
BACKGROUND
 Provider of online information management solutions
 Serves more than 25,000 customer firms
 Based in Melbourne, Australia
PROBLEM
 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
SOLUTION
 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
“
With Sugar tied into our business we have the capability to manage massive
products and continue to grow.”
—Leigh Jasper, Managing Director, Acconex
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
42
Technology
BACKGROUND
 Manufactures and markets device automation monitoring systems
 Serving customers since 1975
 Based in Hopkinton, MA with several regional offices
PROBLEM
 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
SOLUTION
 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
“
The ease of customization and flexibility with Sugar resulted in a lot more
value in the long run.”
— Martin Umeh, Sales Manager, CTC
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
43
Technology
BACKGROUND
 Provider of complete enterprise open source solutions
 Customers include 70% of Fortune 100
 Founded in 1998; based in Walnut Creek, CA
PROBLEM
 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
SOLUTION
 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
“
We moved from Salesforce.com to Sugar in less than three days.”
— Ryan Lindsay, COO and Co-Founder, Covalent
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
44
Technology
BACKGROUND
 Provider of electronic invoice processing software and services
 13,000 customers in 45 different countries
 Headquartered in Indianapolis, IN
PROBLEM
 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
SOLUTION
 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
“
Sugar hasn't addressed our business processes. It embraced them.”
— Rick Byers, Head of Operations, CTI Group
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
45
Technology
BACKGROUND
 Provider of software managing stock and other equity based compensation
 Serves nearly 500 public and private companies across all industries
 Based in Pleasanton, CA
PROBLEM
 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
SOLUTION
 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
“
Sugar is, in many ways, the hub of our business and we are constantly finding
new ways that it can help.”
— Steve Madeira, VP Operations, EASi
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
46
Technology
BACKGROUND
 Provider of technology and internet marketing solutions
 Provides web hosting tool for technology resellers
 Based in Sacramento, CA
PROBLEM
 Difficulty converting web leads into sales opportunities
 Difficulty following up with prospects leveraging free trial offers
 Inability to share information and documents across departments
SOLUTION
 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
“
SugarCRM offers lower cost, more functionality and flexible deployment
options than Salesforce.com.”
— Dan Forootan, CEO, EZ Publishing
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
47
Technology
BACKGROUND
 Provides technical support to consumers and small businesses
 More than 20,000 customers
 Named one of Canada’s fastest growing companies
PROBLEM
 High volume of inbound customer calls
 Difficulty optimized routes and activities of field service agents
 No visibility between service calls and revenue
SOLUTION
 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
VALUE
 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
“
SugarCRM simply had the largest following, the most downloads and provided
the most security from a longevity of product development standpoint.”
— John Leishman, CEO, Geeks On The Way
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
48
Technology
BACKGROUND
 Independent software vendor providing geostatistics technologies
 Serves oil & gas companies, environmental agencies, and mining companies
 Based in Avon, France
PROBLEM
 Business processes were manual and not optimized
 Zero connection between sales and customer support data
 Data security concerns required an on-site deployment
SOLUTION
 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
VALUE
 Greater customer satisfaction with integrated case and account management
 Streamlined process shortens sales and billing cycle
 Greater insight into performance of marketing activities
“
Sugar Enterprise has given management the 360-degree view of the customer
we've always required.”
— P. Roux, Sales and Marketing Director, Geovariances
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
49
Technology
BACKGROUND
 Provider of utility management software solutions
 More than 1,000 customers across the southern U.S.
 Based in Abeline, TX
PROBLEM
 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
SOLUTION
 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
“
Sugar Professional has enabled us to build an industry-specific CRM system to
fit our company's needs.
— Robert Blasingame, Project & Performance Analyst, Milsoft
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
50
Technology
BACKGROUND
 Automations donor management process for non-profit organizations
 Operates its technology under an open source model
 Based in Dallas, TX
PROBLEM
 Previous CRM system (Salesforce.com) was inflexible
 Required custom reports to monitor unique sales process
 Inability to track web site visitors in CRM system
SOLUTION
 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
“
SugarCRM has allowed us to manage our sales processes effectively and
more efficiently.”
— Katherine Burstein, Solutions Engineer, Orange Leap
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
51
Technology
BACKGROUND
 Provider of commercial open source IT management solutions
 Products used in over 23,000 organizations in 180 countries
 Based in Annapolis, Maryland
PROBLEM
 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
SOLUTION
 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
“
It's safe to say that SugarCRM have become one of our mission-critical applications.”
— Rusty Wilson, IT Director, Zenoss
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
52
Retail/Distribution
BACKGROUND
 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
PROBLEM
 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
SOLUTION
 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
VALUE
 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
“
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.”
—Tom Orvei, CRM Manager, Avis
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
53
Retail/Distribution
BACKGROUND
 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
PROBLEM
 Existing CRM initiative not linked to e-commerce system
 Management had little visibility into sales
 Inability to optimize distribution chains and identify new opportunities
SOLUTION
 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
VALUE
 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
“
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.”
— Pierre Fredet, Group Director, Coca-Cola Enterprises
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
54
Retail/Distribution
BACKGROUND
 Provider of large-scale data services
 Key customers include World Bank and Disney
 Based in Columbia, MD
PROBLEM
 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
SOLUTION
 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
“
With Sugar we are free to do whatever meets our needs-and that was a huge
selling point.”
— Tom Fabrizio, Director of Sales, Digi-Data
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
55
Retail/Distribution
BACKGROUND
 Most widely read magazine in America
 70 million readers weekly
 Headquartered in NY, NY
PROBLEM
 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
SOLUTION
 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
“
Because we're now capturing, categorizing, and tracking our readers' interests
through Sugar, follow-up and relationship building exercises are possible.”
— Steve McNally, Product Development, Parade
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
56
Retail/Distribution
BACKGROUND
 Provider of gift experiences for the Australia New Zealand markets
 Serving over 4,000 corporate customers and 90,000 individuals
 Based in Sydney, Australia
PROBLEM
 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
SOLUTION
 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
VALUE
 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
“
The integration of SugarCRM throughout the business has reduced order
processing from a half a day to less than one hour.”
— Naomi Simson, CEO, Red Ballon Days
4/9/2015
©2008 SugarCRM Inc. All rights reserved.
57