Case Study: Digi Telecom Malaysia

DiGi uses Sugar Professional to manage enterprise customer relationships and ensure high levels of customers satisfaction

Business Issue:

Rapid customer growth was overwhelming sales and service delivery teams.

Problem:

  • Sales people were using Excel spreadsheets to track their leads and data is not consolidated into a central database
  • Sales person had difficulties tracking proposal approval status and line activation status
  • Customer communications and activities were not tagged to leads/accounts
  • Sales was not able to effectively track conversion rate of marketing activities into sales opportunities
  • Management lacked a 360-degree view of customers via real-time reporting

Solution:

  • Sugar Professional On-Site was installed to ensure data security and control

ROI:

  • Incorporating sales and delivery information in one system to allow sales people to ensure delivery of equipments and activation of lines on time
  • Easy to use interface and customised fields makes data entry simple
  • Ensure effective management of sales leads from various leads sources
  • Allows auto-assign of leads to sales team using workflow by lead sources
  • User-friendly reporting tools allow users to create charts and customized reports which provides management a 360°view of the accounts

Customizations:

  • Customized fields and modules to make data entry easier and to support sales processes for leads, proposal generation and contract generation
  • Customized reports for management

Integrations:

  • Integration with fulfillment order systems and billing system to reduce manual data entry and automate processes

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