Case Study: Postnord

Postnord Globe Delivers Greater Sales and Quality Service with SugarCRM

Business Issue

Postnord is one of the Nordic region’s leading logistic companies. The firm previously used a Siebel CRM system to manage customer service and sales channels, but found it to be inflexible. The Siebel-based solution was unable to adapt to the specific needs of the transportation and logistics industry or support Postnord’s future growth. As a result, Postnord determined it needed a more cost-effective and adaptable CRM solution.

Requirements

  • Support the close customer relationships necessary in the transportation sector
  • Deliver a high level of visibility for the sales organization and executive management
  • Provide the flexibility to cost effectively support specific business processes and future development

The Solution: Sugar Professional

Postnord evaluated several CRM solutions and ultimately chose Sugar for its interface, which places a premium on speed and simplicity, and its ability to meet all the organization’s requirements. Postnord worked with Sugar gold-level solution partner Redpill Linpro to develop a highly customized Sugar instance for multiple departments throughout the organization, focusing on the sales, management, and customer service teams.

Business Benefits

  • Saves time and reduces manual errors
  • Delivers faster customer service while improving the customer experience
  • Provides unified communications across twenty-nine customer service departments
  • Supports a new VIP-service system that automates online service requests
  • Creates detailed reports in minutes

Results

  • Reduced service resolution time from days to hours
  • Cut operational costs by 20 percent
  • Enabled 20 percent of service requests to be routed directly to local departments
  • Increased sales to existing customers
  • Creates detailed reports in minutes

Forgot your password?