Case Study: Despegar.com

Despegar.com Selects SugarCRM to Deliver a Superior Customer Experience

Challenge

  • Required a CRM solution to analyze customer needs and provide a superior customer experience
  • Wanted to ensure agents spoke with a single voice to customers across the organization

Solution

  • Selected Sugar Community Edition and soon moved to Sugar Professional
  • Integrated Sugar with Asterisk, ProcessMaker BPM, and in-house applications
  • Developed advanced reporting to track customers’ changing needs

Results

  • Enabled informed business decision-making that drives customer retention and loyalty
  • Automated and measured customer interactions
  • Gained deeper insight into agents’ online resolution rates and response times

About Despegar.com

Despegar.com is the largest travel agency in Latin America. Based in Miami and with presence in 21 countries in the region, the company employs 4,500 professionals.

Forgot your password?