Case Study: ConvaTec

A leading provider of healthcare products and services for ostomy and wound care implements Sugar Enterprise to optimize its call centers and sales processes across North America and Europe

	The pricing was very attractive from a licensing standpoint and we felt that Sugar would give us the flexibility and customization capabilities inherent to an open source solution. It gave us control over the implementation. William Compton, CIO, ConvaTec

Problem:

• Find a replacement for Vantive, an outdated, legacy application no longer supported by Oracle
• ConvaTec required a cost-effective, CRM platform that could be customized and integrated into its IT architecture, mainly its adverse reporting software for government-stipulated regulations

Solution:

• Sugar Enterprise has been implemented across sales and customer service throughout North America and Europe to over 500 employees
• ConvaTec call centers have seen call handling and documentation times be reduced from 2 minutes to 30 seconds
• Successful integration with back-office legacy systems has streamlined business practices, including government-stipulated reporting, and improved sales and customer service
• Completed the implementation of Sugar Enterprise on time and 10 percent under budget.

Quick Facts

About ConvaTec

ConvaTec is a leading developer and marketer of innovative medical technologies that have helped improve the lives of millions of people worldwide. With four key business divisions - Ostomy Care, Wound Therapeutics, Continence and Critical Care and Infusion Devices - ConvaTec products support health care professionals from the hospital to the community health setting. From its headquarters in Skillman, N.J., the company oversees more than 8,000 employees in over 90 countries serving consumers and health care professionals on six continents. ConvaTec is owned by Nordic Capital and Avista Capital Partners. For more information, please visit www.convatec.com.