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UZO's Rapid Growth Accelerates with Sugar
Deploying Sugar has helped us collaborate as a team as well as lowered our response times to customer inquiries. We are now able to better serve our growing customer base because of Sugar and the processes that we have put in place around Sugar.
Jorge Teixeira da Silva, Project Manager, UZO
Quick Facts
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Headquarters:
Lisbon, Portugal -
Company Description:
UZO is one of Portugal’s largest mobile telecommunication providers specializing in hassle-free payment plans. -
Company Facts:
Brand of Portugal Telecom, a seven billion dollar multi-national telecommunications conglomerate that provides internet, cable, and wireless services to millions of users. -
Solution:
Sugar Enterprise On-Site -
Implementation Partner:
DRI
Case Study 
Problem:
- New employees were having issues getting acclimated to UZO’s internal tool for tracking customer service inquiries
- UZO’s heavy use of the application warranted a solution that could be consistently modified to address their specific needs
- Customer service inquiries would get misrouted thus elongating service response times
Solution:
- With the help of DRI, UZO was able to customize and integrate Sugar with existing systems
- Sugar now serves as the key component in routing and organizing inquiries
- Sugar’s intuitive user-friendly interface has reduced the amount of training necessary for new hires
About UZO
UZO is a new mobile communications brand that wants to mark its difference from the three existing brands in the country by offering one single price list. It has been conceived for all users who wish to speak to various networks without additional costs, who hate being bound to contracts or obligatory charging, who want a mobile to make calls and send written messages and who don't want to pay a high price for calls outside their network and for those who want a cheaper price for calls made to their network. It is thus seen as an "uncomplicated" option.
Website: http://www.uzo.pt
About DRI
Founded in 1999, DRI offers consulting and project planning services for companies looking to implement CRM, develop support information systems, and helping companies gain greater visibility across their enterprise. Owned 30% by a Spanish IT consulting firm, Qindel, DRI boasts customers like Portugal Telecom and BBVA.
Website: http://www.dri.pt
