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An Australian telecommunications provider turns to SugarCRM partner Insightful and Sugar Professional for an industry-specific CRM system to tie sales into customer service
Quick Facts
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Company Description:
An Australian telecommunications provider specializing in servicing the regional communities. - Headquarters: Bendigo, Australia
- Founded: 2000
- Solution: Sugar Professional
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Implementation Partner:
Insightful Solutions
Case Study 
Business Issue:
Multiple product and services offerings meant that Community Telco management lacked effective communication and transparency between sales, service delivery and franchises.
Problem:
Email-laden processes to track the customer lifecycle from sales through to order and service delivery resulted in wasted time and resources Community Telco had increased customer churn
Solution:
- Community Telco first began using Sugar Community Edition in 2007 for account and contact management within sales in 2007
- The company then upgraded to Sugar Professional in 2008 and deployed to 100 users across sales and service.
- Community Telco customized Sugar Professional to allow sales and service delivery to provision resources and customers between different products and services
ROI:
- Community Telco has reduced customer churn
- Management has improved visibility of sales, order management, and service delivery, resulting in shortened service delivery cycles for customers
- Operational handling of Community Telco's franchises has improved thanks to improved visibility into the order management process
Customizations:
- Community Telco has created custom modules using Module Builder to automate the process of sales securing products and services for new customers from the procurement teams and service delivery
- Customizations to the Account module allow sales agents to view all customer information through a single view, including service delivery, service issues, and product information
- Future customizations will include deployment of critical Account information to Blackberry's via customizations to Sugar Professional's mobile capabilities
Download Case Study About Community Telco
Community Telco is a telecommunications provider specializing in servicing Australian regional communities. Website: communitytelco.com.au
About Insightful Solutions
Insightful Solutions is a specialist SugarCRM provider. We focus on helping clients across Australia, New Zealand and the Asia Pacific grow revenue and profitability, through improved customer relations, facilitated by interfacing a SugarCRM system with existing processes and infrastructure. Insightful provides professional implementation, customisation, training and support services, and offer both hosted and on-premise solutions. Founded in 2005, Insightful has grown to be the premier provider of SugarCRM products and services in the region, with over 150 customers in 13 countries. We are the only SugarCRM Gold Partner and Recognised Developer in the Asia Pac region. Website: www.insightful.com.au
