Case Study: SDN Technologies

SDN Technologies Reduces Costs and Increases Profits with Sugar Professional™, Sugar® Plug-in for Microsoft Outlook, and Sugar Mobile™ for BlackBerry

Business Issue:

SDN Technologies is a division of South Dakota Network (SDN) Communications, one of the largest broadband providers in the upper mid-west region. Founded over 20 years ago, SDN Communications provides telecommunications services for over 400 businesses. With a network of over 21,000 miles of fiber optics extending into eight states in the United States, SDN strives to connect people by offering a strong commitment to service.

In early 2010, SDN realized it had outgrown its existing CRM solution. The homegrown system consisted of spreadsheets and manual note-taking supported by an industry standard solution. The system’s inability to support its business led to inaccurate reporting and results; inefficient tracking and billing processes; and an overall lack of visibility into its operations.


  • Ease of use that supported use of internal IT resources
  • Flexible solution that can be tailored to support specific industry needs
  • Quick deployment for immediate user adoption
  • Mobile access to increase efficiency of field service teams
  • Cost-effective system to support order tracking and service ticket management
  • Include accounting services such as financial tracking and billing


SDN ultimately decided on SugarCRM for its ability to scale and adapt to SDN’s specific requirements. It began a phased-implementation of Sugar Professional with the help of DataSync, a Sugar solutions partner. The combined efforts of SDN and DataSync resulted in an implementation period of less than 60 days, with a roll-out to its customer service team and offsite technicians.


  • Eliminated Manual process and shortened billing cycles by 10 – 15 days.
  • Increased billable service hours by 7.5 percent with Sugar Professional and Microsoft Outlook Integration.
  • Increased billable expenses by 15 percent with improved field expense tracking using Sugar Mobile on the Blackberry
  • Created custom order-ticketing module that manages an average of 500 service calls per month

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