Case Study: Hilldrup

SugarCRM Makes Every Customer Count, Every Time For Hilldrup

Business Issue

As one of the most successful United Van Lines agency groups, every customer interaction is integral to Hilldrup’s success. However, Hilldrup’s customer management system was failing to meet its standards for customer engagement.

Requirements

  • Maintain consistent customer information that every sales professional could access at the point of one-to-one customer interaction
  • Eliminate reliance on Lotus Notes to track prospects and active clients
  • Enable easy customization
  • Support offsite data access
  • Scale cost effectively

The Solution: Sugar Professional

For its CRM solution, Hilldrup considered Microsoft Dynamics, Salesforce.com and SugarCRM, ultimately choosing Sugar and engaging Sugar partner Profiling Solutions. Profiling Solutions helped develop a customized system that could provide the level of service Hilldrup promises every customer. For example, Profiling Solutions created an onscreen notification in Sugar that displays the last time a customer was contacted and the nature of the contact: call, email, meeting, etc.

Business Benefits

  • Improves information access, timeliness and accuracy, enabling Hilldrup to consistently offer an exceptional customer experience
  • Provides sales staff with a 360-degree view of the customer, making the entire team more structured and organized
  • Delivers up-to-date information in the office or in the field via Sugar’s mobile capabilities
  • Supports greater collaboration, ensuring that everyone follows the same sales process

Results

  • Achieved positive ROI in the first week
  • Slashed monthly reporting time from one week per month to only minutes

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