Engenco enhances CX and gains a single view of the customer with SugarCRM

SYDNEY, AUSTRALIA, 11 JANUARY 2021SugarCRM, provider of the award-winning AI-driven CRM platform, announced that engineering leader, The Engenco Group has implemented SugarCRM to consolidate customer data, improve customer insights and enhance customer experience.  

The Engenco Group provides a diverse range of engineering services and products around the world. It employs more than 500 people in over 20 locations across Australia, Europe and the U.S. Through the Group’s three business streams: Rail and Road, Power and Propulsion and Workforce Solutions, the Engenco businesses provide high-quality solutions across multiple industry sectors including defence, resources, marine, power generation, rail, heavy industrial, mining and infrastructure. 

“We chose SugarCRM as it provides a full suite of capabilities that will give us a complete view of customer data that we can then translate into insights. We wanted a CRM that can integrate seamlessly with our ERP data for an instant view into sales performance metrics within business units for enhanced decision-making. Most importantly, our data will be stored locally in Australia, giving us the assurance that sensitive data can stay securely in our local environment. Prior to partnering with SugarCRM, we did not have a CRM in place,” explained David Hodgman, Project Manager, Engenco.  

The Engenco Group reports 78% of its team now access SugarCRM on a regular basis and benefit from accelerated reporting, with real-time dashboards improving customer intelligence and insights. Its executive team has visibility with in-flight opportunities across each of the business units in the Group which is a key contributing factor in the revenue forecasting process.  

“We wanted a CRM that could be linked to email and diary planners for better organisation and a customer database that can consolidate with phone calls and notes from meetings. We also wanted a mobile CRM so our Account Managers can check on and update their sales pipeline opportunities, forecasts and leads while travelling around the country.  

“SugarCRM has empowered field-based team members, and those frequently travelling to customer sites, by enabling turn-by-turn navigation, voice to text note-taking and ease of sharing information via a smartphone or tablet.  SugarCRM is able to streamline our operations and deliver value from day one. Having a cloud deployment also meant that the process of rolling out SugarCRM to our European business unit and adapting it to their needs proved to be easy and was accomplished within a span of two weeks,” said Hodgman.  

According to Hodgman, most notably, SugarCRM has consolidated customer data and improved data completeness and quality across the Drivetrain and Gemco Rail divisions of Engenco. Instant access to customer data from within Microsoft Outlook has improved communications, substantially saved time and minimised application switching for users migrating from manual spreadsheets to SugarCRM’s technology.  

Jason du Preez, Senior Vice President Asia Pacific, SugarCRM said “We are thrilled to be partnering with The Engenco Group. “Sugar Connect has enabled The Engenco Group to ditch manual data entry and keep CRM, email, and calendar tools up-to-date. Engenco’s Office 365 account is integrated seamlessly enabling rich insights to be automatically fed into the CRM as the team interacts with prospects and customers in real-time. SugarCRM’s platform does the hard work, so Engenco’s divisions can benefit from digital transformation and spend more time leveraging customer insights and providing an exceptional customer experience,”.

CRM Online Australia, SugarCRM’s channel partner, worked very closely with the team at The Engenco Group throughout the discovery and implementation process providing on the ground consulting and support. 

The Engenco Group is currently onboarding new divisions onto SugarCRM and championing the power of the solution across more business units. 

About SugarCRM
SugarCRM is how marketing, sales, and service teams finally get a clear picture of each customer to help businesses reach new levels of performance and predictability. Sugar is the CRM platform that makes the hard things easier. Thousands of companies in over 120 countries rely on Sugar to achieve high-definition CX by letting the platform do the work. Headquartered in Silicon Valley, Sugar is backed by Accel-KKR. For more information about SugarCRM, visit: www.sugarcrm.com. 

Media enquiries:
For more information, or to arrange an interview, please contact Media-Wize’s Michelle Bong 0422 966 013 or ​michelle@media-wize.com.