Case Study: Digi Telecom Malaysia

DiGi uses Sugar Professional to manage enterprise customer relationships and ensure high levels of customers satisfaction

Business Issue:

Rapid customer growth was overwhelming sales and service delivery teams.

Problem:

• Sales people were using Excel spreadsheets to track their leads and data is not consolidated into a central database
• Sales person had difficulties tracking proposal approval status and line activation status
• Customer communications and activities were not tagged to leads/accounts
• Sales was not able to effectively track conversion rate of marketing activities into sales opportunities
• Management lacked a 360-degree view of customers via real-time reporting

Solution:

• Sugar Professional On-Site was installed to ensure data security and control

ROI:

• Incorporating sales and delivery information in one system to allow sales people to ensure delivery of equipments and activation of lines on time
• Easy to use interface and customised fields makes data entry simple
• Ensure effective management of sales leads from various leads sources
• Allows auto-assign of leads to sales team using workflow by lead sources
• User-friendly reporting tools allow users to create charts and customized reports which provides management a 360°view of the accounts

Customizations:

• Customized fields and modules to make data entry easier and to support sales processes for leads, proposal generation and contract generation
• Customized reports for management

Integrations:

• Integration with fulfillment order systems and billing system to reduce manual data entry and automate processes

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About Digi Telecommunication

Established in 1995, DiGi is listed on Bursa Malaysia and is part of the global telecommunications provider, Telenor Group. As the first telco to operate a fully digital mobile network in Malaysia, DiGi focuses on delivering excellent customer experience that are simple, innovative and of best value through DiGi Prepaid, DiGi Postpaid and DiGi Business. Customers can now also enjoy a fresh broadband experience with the launch of DiGi's 3G broadband services. Through its corporate initiative, Deep Green, DiGi is committed to a sustainable business that is fiscally and ecologically responsible to all stakeholders. Website: http://www.digi.com.my

About iZeno:

iZeno is the leading service provider of SugarCRM, Compiere ERP and Pentaho BI in the region. We have served companies in Singapore, Malaysia, Thailand, Australia and China. Working together with technology leaders like SugarCRM, IBM, Oracle, Zend and No Machine, iZeno brings to you the best of breed in open source technologies to improve your key business process and lower your cost of investment in technology. Website: www.izeno.com.my