Case Study: Tollpost Globe
Business Issue
Tollpost is one of the Nordic region’s leading logistic companies. The firm previously used a Siebel CRM system to manage customer service and sales channels, but found it to be inflexible. The Siebel-based solution was unable to adapt to the specific needs of the transportation and logistics industry or support Tollpost’s future growth. As a result, Tollpost determined it needed a more cost-effective and adaptable CRM solution.
Requirements
- Support the close customer relationships necessary in the transportation sector
- Deliver a high level of visibility for the sales organization and executive management
- Provide the flexibility to cost effectively support specific business processes and future development
The Solution: Sugar Professional
Tollpost evaluated several CRM solutions and ultimately chose Sugar for its interface, which places a premium on speed and simplicity, and its ability to meet all the organization’s requirements. Tollpost worked with Sugar gold-level solution partner Redpill Linpro to develop a highly customized Sugar instance for multiple departments throughout the organization, focusing on the sales, management, and customer service teams.
Business Benefits
- Saves time and reduces manual errors
- Delivers faster customer service while improving the customer experience
- Provides unified communications across twenty-nine customer service departments
- Supports a new VIP-service system that automates online service requests
- Creates detailed reports in minutes
Results
- Reduced service resolution time from days to hours
- Cut operational costs by 20 percent
- Enabled 20 percent of service requests to be routed directly to local departments
- Increased sales to existing customers
- Creates detailed reports in minutes
