Case Study: Certiquality

Certiquality Boosts Customer Interaction By 50% With SugarCRM

Business Challenges

Certiquality needed a more reliable and flexible system that could keep accurate track of its database of more than 7,000 customers across highly different sectors and business sizes throughout Italy.


  • Provide better collaborative support for staff
  • Eliminate the use of Excel spreadsheets
  • Improve coordination of customer management

The Solution: Sugar Professional

Certiquality executives required a flexible and cost-effective open-source CRM solution with a proven track record in similar international organizations. The company selected SugarCRM and worked with OpenSymbol, a gold-level Sugar partner to implement Sugar with on-site in just three months.

Business Benefits

  • Improved call tracking for more than 3,500 calls per year
  • Increased capture of customer satisfaction data
  • Accelerated time-to-proficiency for new employees


  • Raised customer interaction by 50 percent
  • Increased cross sell and upsell, with 8 percent of calls registering interest in other services