Case Study: uShip

uShip Increases Sales And Support Efficiency 20% With Its SugarCRM Customer Engagement Platform

Business Issue

uShip is the shipping marketplace used by the A&E’s hit reality show Shipping Wars. The company has experienced significant growth fueled by the show—growth that taxed its information systems. uShip required a centralized point of access for contact information such as notes and call data, particularly before contacts became customers or as they were being onboarded.

Requirements

  • Streamline processes and increase efficiency
  • Support efforts to increase commercial business
  • Provide a platform that all sales teams could use
  • Integrate with Asterisk and HelpSpot

The Solution: Sugar Professional On Demand

The company evaluated Salesforce and Microsoft Dynamics as well as Sugar. After aggressive due diligence, uShip chose SugarCRM and Sugar partner Epicom. Using a phased approach, Epicom developed a solution for commercial accounts. Phase two took on retail. The Asterisk phone integration, which supports both groups, was the focus of phase three.

Results

  • Boosted efficiency by 20 percent
  • Accelerated reporting, saving six to eight hours per week
  • Increased customer conversion rate via Asterisk integration
  • Enabled uShip to manage growth without hiring additional staff

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