Case Study: City of Rijswijk

City of Rijswijk Creates New Customer Care Centre With SugarCRM

Business Issue

Much of the relevant information for the City of Rijswijk’s Customer Care Centre was held in a disparate array of recent and historic databases and data sources kept locally and nationally. As a result, it was not easy for front-line staff to access the information it required when assisting callers.


  • Centralize information so it could be accessed seamlessly via a single interface
  • Accommodate the city’s existing IT systems
  • Adapt to needs that differed from those of standard businesses

The Solution: Sugar Professional

Having first decided that citizens and local businesses could be viewed as customers with identifiable needs and objectives, municipal executives began searching for a flexible and feature-rich open-source CRM solution and found that Sugar fulfilled both requirements. In addition, they found that Sugar offered an extremely cost-effective solution and were particularly impressed by the ease with which it could be customized to suit their needs.

Business Benefits

  • Enabled staff to answer 80 percent of most citizen questions on first contact
  • Improved accuracy and completeness of data via Sugar’s intuitive interface and easy-to-use data entry process
  • Provided faster access to more complete and in-depth data
  • Increased accountability and tracking capability