Case Study: Certiquality
Certiquality Boosts Customer Interaction By 50% With SugarCRM
I strongly recommend Sugar to other firms. Using Sugar has allowed us to increase our efficiency and spend 50 percent more time with our customers. It’s made an incredible difference to the way we do business.
Olga Locati, Customer Care Manager, Certiquality
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.
Requirements
- 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
Results
- Raised customer interaction by 50 percent
- Increased cross sell and upsell, with 8 percent of calls registering interest in other services
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