How Our Customers Use Sugar to Deliver Great CX

How Our Customers Use Sugar to Deliver Great CX

We pride ourselves on our customers! You are the ones showcasing how Sugar solutions make the hard things easier for sales, marketing, and services teams. Helping you excel in your journey to achieve a high-definition customer experience (HD-CX) is our mission.

We have a diverse and unique community, and we are thankful it’s helping us to push our boundaries and find new ways to improve.

We’ve asked, and you answered. We wanted to know how the Sugar platform boosts your way of doing business and why you can’t get enough of Sugar. Here are some practical examples of how some of our customers describe their Sugar experience.

How Do You Let the Platform Do the Work?


RSPCA Australia “We wanted to deliver value to all teams, so our communication team, our marketing team, our reception team dealing with public inquiries, all make good use of it [ the sugar platform].” (Andrew C., Senior Digital Marketing & Strategy Officer)

RSPCA Australia struggled with a lot of manual work and a lack of a centralized view of donors and supporters. Their finance team was the primary use case for the CRM platform, but soon they discovered that the tool brought value to all their teams.

Implementing the CRM and having a deeper view of their donors made message personalization possible, and increased community engagement in actively promoting animal care and preventing cruelty.

Corvus Janitorial “Since the beginning, it’s just been an amazing tool to help us scale our business.” (Tanja L., President)

Corvus Janitorial needed to speed up processes and workflows within their janitorial contracts. It’s a volume game, and Sugar enabled 360-communications. With the sales team making upward of 100 dials per day, all the emails, texting, and calling conversations must be pulled together in one place and easy to access. So, whenever a customer calls, the agent knows exactly how the discussion has been so far, allowing them to react quickly.

Casabaca Toyota “SugarCRM set the stage for us to be able to take it on to the next level. It makes it possible for us to keep our tradition but also for innovation” (Alison I., Head of CRM)

Casabaca Toyota called for a system where users don’t have to click in a lot of places to find the information they need. With Sugar siloed data is history; you have everything in one place, just one click away. Sugar made it possible to automate and simplify processes and tasks. For example, a notification is sent every time a customer visits a dealer and registers. A lot of the information previously made is shown to the salesperson, so they don’t have to go back and ask again what the customer wants, where they’ve been—and this is just letting the platform do the work!

Why Do You Love Sugar?

Why has Sugar become vital to most of our customers? See how using Sugar tools made their life easier and gave them time back.

American Marketing and Publishing “Being able to have that full 360 degrees view of the customer is very valuable for us.” (Joline S., Director of Marketing)

American Marketing and Publishing appreciated how Sugar allowed them to structure the CRM in a way that fits their unique sales force and then adjust it for their servicing model. Using Sugar enabled AMP to leverage their processes and offer a great customer experience starting from the lead acquisition phase, the initial sale, and then through the servicing life cycle to the renewal.

Funds2Org “Sugar is growing and adding new things so we can always improve upon what we’re doing” (Courtney E., Chief Technology Officer)

Funds2Org values the flexibility of Sugar to create modules to hook into other modules, as they go further than just measuring the number of phone calls and conversions made daily by the sales teams. Working in a Calls module empowers them to do different daily tasks for tracking, note-taking, and updating. Sugar easily integrates with other systems, which is a major benefit because they needed a tool that would facilitate the connection between all of their four website funnels and send all their data into the CRM instance.

Stockwell “It blows my mind how much more accessible information is and how much individual innovation can be made from company to company.” (Angela T., CRM Analyst)

Traditionally, CRM is associated by its users with some database, with admin work like “I have to fill it in.” Stockwell loves the Sugar platform because it changed that idea and made CRM usable from the user and customer journey points of view.

Corvus Janitorial has been our customer for almost ten years. This means we grew together, and one of the things that made our collaboration possible for so long is our ability to scale up their business. Their industry involves changing conditions they must adapt to quickly, and Sugar helped them pivot with custom fields and workflows. For example, when Corvus introduced disinfection among their services (as a response to the necessities created by the pandemic), Sugar made it easy to do and pushed it out to 20 cities and over a thousand people almost overnight.

What’s in It for You?

Do you want to be next? We are excited to hear your Sugar success story.

The SugarCRM Customer Breakthrough Awards are returning this year, and we’re on the search for our 2022 Breakthrough customers nominations open in August. We can’t wait to see the submissions flooding in.

Thank you for your continued loyalty and trust and for letting us share your stories of breakthrough success.

AJ Traver
AJ Traver As a professional and successful marketing manager, AJ has a strong foundation and experience in lead generation, customer marketing, marketing operations, strategic content management, branding, creative development, public relations and journalism in a global company supporting international objectives. With a data-driven approach, AJ thrives on the fusion of creativity and strategy to engage and excite every audience with which she engages.

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