Case Study: EASi

A California-based software provider for the financial services industry uses Sugar Professional to streamline its customer service and product feedback processes to save both time and money

	It was essential to be able to map and automate our problem solving methodology and SugarCRM's ability to be customized to our needs made it easy. It is, in many ways, the hub of our business and we are constantly finding new ways that it can help. Stephen Madeira, VP of Operations at EASi

Problem:

• High customer growth and increased case/phone call volume into their call center meant EASi was looking for a CRM solution to communicate across multiple channels
• Difficulty tracking code fixes and product feedback meant EASi was spending 20 hrs/week cross tracking data and communicating with customers.
• EASi was leveraging 3 systems to track customer renewals, resulting in .5 FTE (full-time equivalent) to track renewals

Solution:

• Sugar SOAP integration with Website, back-end systems and customization of Sugar Professional has resulted in real-time update of case status, 10-15 percent of cases now being submitted via the Web, and a 25 percent reduction in call volume.
• Sugar integration with SCC (Source Code Control) software has resulted in a 100 percent reduction in cross-tracking time
• Auto population of renewal information into Sugar Professional has reduced FTE to .1, resulting in a 5x reduction in manual processes.
• Email marketing and campaign management has allowed EASi to be more proactive and Sugar Professional is now being used for sales tracking

Quick Facts

About EASi

Headquartered in Pleasanton, CA, Equity Administration Solutions, Inc. (EASi) is the leading independent stock plan management software company. EASi provides industrial strength software designed to handle the accounting, tax, administration and employee transaction needs of public and private companies that grant equity awards. EASi continues to lead the industry with second-to-none solutions in areas including FAS123R, IFRS 2, Performance Awards and WorkStream process automation. With nearly 500 customers, the company serves over one million participants in more than 60 countries spanning four continents. For more information visit www.EASiadmin.com.