Case Study: Geeks on the Way

Webcast

SugarCRM and Asterisk: Automating Customer Support Processes

Chris Harrick, Sr. Director of Product Marketing at SugarCRM, will discuss SugarCRM’s out-of-the-box collaboration capabilities.

Problem:

• With high volumes of customer calls, Geeks on the Way needed a CRM solution that could be tightly integrated with their Asterisk PBX phone system.
• Geeks on the Way was allocating a disproportionate amount of resources on administrative activities such as payroll and mapping out service routes for service calls
• Because of the high bulk of daily transactions, Geeks on the Way wanted to integrate their Ecommerce engine to their CRM system.

Solution:

• Sugar is now integrated with Asterisk allowing for callers to be recognized by phone number or other identifiers, automatically populating service logs and other forms to save agents’ valuable time.
• Geeks On The Way has customized the Meetings module in Sugar to integrate with a system that analyzes the service calls slated for the day, and analyzes Sugar and mapping data to determine more efficient routes and schedules.
• Geeks on The Way has built out an extensive Ecommerce integration allowing for payment history to be viewed and driven through Sugar, as well as more efficient payroll execution.

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About Geeks on The Way

Geeks On The Way is a company dedicated to providing you with quality computer support. We do everything from removing viruses and spyware to diagnosing and replacing defective hardware. Our clients range from home users with one computer to small and medium sized companies with multi-user networks. For more information please visit www.geeksontheway.com