Rapid Deployment Across the Dealer Network: After an initial pilot deployment, HPE quickly rolled out Sugar to all 200 of its dealers nationwide. More than 1,000 HPE employees – including sales representatives, managers, dealers, analysts, and executives – now use Sugar to support marketing, sales, and post-sales activities. Automated communication workflows help employees effectively track leads, sales, and customers while maximizing sales opportunities.
Improved Insight into Digital Customers: Sugar serves as a versatile opportunity management engine that links dealers, headquarters business systems, and business intelligence with data from all customer touchpoints – including the web, social media, personal contacts, and telephone calls. Sales reps can respond within eight minutes to any customer request for information, no matter where the consumer is in the buying journey. “We are dealing with a new kind of digital customer,” says Jose Carlos Nery, CRM HEAD for HPE. “We need to know and understand these consumers to manage relationships intelligently. Sugar is helping us overcome our challenges and create leadership in our business.”
Stabilized Sales: More than half of HPE’s sales are now generated exclusively through CRM. By using Sugar to proactively manage customer interactions, HPE retained its market share even when Brazil’s struggling economy decimated the sales of other brands. “During the recession, Sugar has made the difference in our sales,” says Nery. “We believe we can overcome this economic crisis and that SugarCRM is the company that will help us to do so.”
Looking forward, HPE plans to integrate additional business systems and customer data touchpoints into its CRM system. With a 92% satisfaction score and a rising customer retention rate, HPE is convinced that Sugar is providing the company with the insight needed to learn how to best manage relationships.