Case Study: Community Telco

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

Full Case Study

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