SugarCRM Customer Case Studies

SugarCRM Customer Case Studies
April 20, 2017 ©2008 SugarCRM Inc. All rights reserved.

5,000 Customers in 30 Countries
4/20/2017 ©2008 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved.

Over 5,000 Customers Worldwide
4/20/2017 ©2008 SugarCRM Inc. All rights reserved. Copyright © 2005 SugarCRM, Inc. All rights reserved.

Over 1,000 European Customers

Worldwide Partnerships

Government Axxes founded to help unified European highway toll system Manages complementary services associated with this new system Based in Lyon, France and serving 20,000 B2B customers across Europe Rapid growth of the company made it difficult to manage data and processes Needed a customized system that would meet future needs and scale Lacked visibility between sales activity and customer billing activity Automated sales, marketing and support with Sugar Professional Leveraged Sugar Studio to fully customize the system to fit its business Integrated Sugar Professional with its own billing system Aligned revenue and sales operations with integrated billing/CRM More focused customer targeting due to improved marketing data Long-term, scalable solution at low price point When the European Union passed a new directive in 2004 to set up a European electronic toll system for motorways and tunnels, a number of motorways companies, tunnel operators, and a credit bank founded the company Axxés, a subsidiary aimed at promoting, operating and marketing the new on-board communication systems, service media, and complementary services associated with the new toll system. By early 2007, rapid growth meant Axxés required a new CRM solution that could handle promotion, marketing and customer service tasks for the company. Realizing they needed a user-friendly CRM solution that could scale and grow with the business for years to come, Axxés turned to Synolia, a French-based systems integrator, which in turn recommend and installed Sugar Professional On-Demand. Customizable On-Demand CRM Axxés contacted Synolia in April of 2007 and quickly settled on SugarCRM and an on-demand deployment model. Axxés’ decision was driven by two reasons, explains Guillaume Domingeon, IT manager at Axxés. “We needed to deploy a CRM solution in a very short time frame and with minimal cost. Secondly, we wanted to deploy a CRM system that could fully support our development and our need for new functionalities for years to come.” Over the summer of 2007, Axxés relied on Synolia to handle the implementation, training of end-users, integration, customization and hosting of Sugar Professional On-Demand. “More than anything, Axxés needed a strong partner to install and fine-tune the application in order to have a seamlessly integrated CRM system that would support their business processes,” says Stephane Calimodio, a consultant with Synolia. Specifically, Synolia worked on developing a custom interface between SugarCRM and Axxés’ billing system to handle transfer of account, contacts, and quantitative data. Classical customizations were made using Sugar Studio, which included adding and deleting fields. In addition, translations for module name and drop down values were made and custom relation fields were built in along with JavaScript to facilitate the user interface. By November of 2007, this work was complete and Sugar Professional was deployed to 15 end-users throughout the company. The Express Lane to CRM Success Since the completion of phase 1, Axxés has seen improved customer service and better prospect targeting for their on-board communication systems and complementary services. The implementation has been so successful, Sugar Professional is now being leveraged by 39 end users, while several updates are being planned to allow the application to evolve alongside Axxés’ growth. “The use of SugarCRM at Axxés is growing everyday, and it has become an essential tool for better serving our customers on a daily basis, as well as better defining our customer strategy,” Domingeon says. About Axxés Via a directive of the European Union (EU), a group of motorway concessionaries created a common subsidiary to manage, promote, operate and market the on-board communication systems and other complementary services associated with a new toll system. The aim is to be able to pay road tolls throughout the EU with a single device on-board the vehicle and a single subscription contract. About Synolia Synolia is the oldest SugarCRM partner in the world. Since 2004, Synolia has been providing provided businesses of all sizes with deep expertise in the implementation and deployment of SugarCRM solutions by providing companies with customization, training, integration, and more. Synolia now provides SugarCRM solutions and services for more than 50 companies and 1,000 users. For more information call or visit or Sugar has become an essential tool for better serving our customers on a daily basis, as well as better defining our customer strategy.” —Guillaume Domingeon, IT Manager 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Communications The nation’s sixth largest MSO serving 2.4 million customers in the U.S. Sales organization covers several markets and regions Headquartered in Orlando, FL and Syracuse, NY Duplicate opportunities for sales due to no central system of record Contract cycles were too long; projects were started prematurely Inaccurate customer and market analysis Centralized system eliminated duplication of sales and project efforts Integration with billing and custom modules created end-to-end processes Sugar Professional provided insight into high growth market opportunities Consistency across service and delivery driving customer satisfaction Sugar enabling a more customer-centric approach to all facets of business Deployment completed on time and under budget Bright House Networks is one of the largest cable television and other communications services providers in the United States. It is growing fast, and serves millions of customers. However, due to that growth Bright House was having trouble keeping all of its sales reps, and the subsequent delivery of services, in order. Projects were being double sold, and thus delivery and contracting crews were double booked…essentially a large level of disorder due to their reliance on static spreadsheets and s. Sugar Professional enabled them to better track and manage leads, so that prospects were not being cannibalized by the sales agents. Also, having a single system enabled Bright House to tie service issues back to accounts. All told, the company has now been able to decrease sales cycles since they have orderly processes in place. And integrated account and support tools have increased customer satisfaction thanks to support agents instantly seeing the products sold to the customers – speeding resolution times. We needed Sugar to automate all the processes, to keep all the various departments in motion as we go through the customer lifecycle.” — Lee Vinton, Manager of Business Engineering Services 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Communications Provider of public safety and homeland security systems & products More than 1,000 customers around the globe More than 275 employees in regional offices in five countries Duplication of records and data entry due to inadequate homegrown system High license costs of proprietary systems negatively impacted bottom line Required integration with internal systems and CRM to manage RFP process Centralized, web-based product brought all offices on to a single system Open source nature of Sugar enabled lower ongoing IT costs Ease of integration tied Sugar into corporate intranet and ERP system Less manual updates thanks to ERP/CRM integration increased productivity Open source back end lowers database licensing costs by 90% Proposal automation workflow shortened sales cycle; added predictability Interact provides public safety and homeland security systems and products to state and local governments. InterAct’s Computer-aided dispatch (CAD) systems route 911 calls to the proper authorities (fire, police, ambulance) and its Geographic Information System (GIS) enables first-responders to locate those in need of help. In its 25 years of operations, the company has grown to 275 employees serving customers across the globe. Interact made the decision to start looking at CRM solutions do to high costs to continue running a low functional homegrown CRM system. In the end, the sensitive nature of the information, along with the native interoperability and strong feature set of MySQL and SugarCRM, led it to choose Sugar Professional and MySQL database to overhaul its IT systems. The implementation of Sugar and MySQL was performed in less than 30 days of purchasing the product. “SugarCRM and MYSQL allow us to get up and running much more quickly and cost effectively than other solutions. The ability to make customizations on the fly delivers true competitive advantage.” InterAct uses Sugar Professional to coordinate the Request for Pricing (RFP) process with customers. Most state and local governments have a clearly defined procurement process for acquiring technology. With SugarCRM, the company can better manage the various interactions as the opportunity progresses to the sale. For example, when an RFP is sent to InterAct, the company uses Sugar Workflow Management capabilities to route the request via to the appropriate salesperson based on location. The sales person can manage all information in a single location and share that information with colleagues and executives. Salespeople also depend on the Activity Management functionality to mange calls, meetings and to archive information in Microsoft Outlook into Sugar via the SugarCRM Outlook Plug-In The ability to make customizations on the fly delivers true competitive advantage.” — Evans Wroten, CIO 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Communications European Internet and network services provider based in the Netherlands 75 employees working for ion-ip in the Netherlands and Sweden. Ion-ip formed in 2003 following a management buy out of several firms Hindered by minimal communication between regional offices Lack of analytical tools made it difficult to gain a high level view of the business Unable to accurately forecast sales pipelines by department Sugar Professional gave employees an easy-to-use, centralized system Marketing able to measure campaign and operational effectiveness Forecasts and pipeline reports give ion-ip sales insight in real time Collaborative selling shortened sales cycles and increased revenue Customized process gives ion-ip a competitive advantage in marketplace CRM deployment rolled out quickly and offered low total cost of ownership In 2000 Cable & Wireless acquired several European information and communication technology-companies in order to extend their presence in the European market. These key acquisitions included Dutch companies Impact (a network integration company) and WideXS (a professional hosting centre). In 2003 local Nordic management of Cable & Wireless decided to pursue a management buy-out, which resulted in a brand new company: ion-ip. ion-ip now has offices in Veenendaal, Hoofddorp, Amsterdam, and Stockholm. ion-ip is regarded as the market-leader in its respective markets and is well positioned to maintain its leadership role in them. Time for CRM Mergers and acquisitions took a toll on ion-ip’s customer management process. The company used a variety of methods for tracking customer relations, including manual processes that made it difficult to consolidate and share information. With six different product groups and four different office locations, ion-ip needed a centralized hub so their whole enterprise could share critical information about marketing campaigns, sales and support activities. ion-ip recognized a specific need to improve sales forecasting and the ability to generate up-to-date reports on forecasting information. Beyond sales automation features, ion-ip’s marketing department was interested in using CRM for their own departmental needs, including marketing and tracking campaign effectiveness. Selecting Sugar ion-ip had an extensive list of functionality requirements when evaluating possible CRM solutions. In the end, ion-ip selected Sugar Professional On-Site as it met all of their requirements and also gave them the ability to customize the application to fit their unique business model. “Our business has flourished because of the diversity of solutions we can offer our customers. Sugar gave us the flexibility to adapt our CRM solution to best align with our unique and diverse business offerings,” says Fred van den Heuvel, Manager Sales & Marketing. Another factor that drew ion-ip to Sugar was the value Sugar offered compared to the other solutions that were being considered. “It was easy to see Sugar was the solution that best met our needs. If it was the most expensive option maybe it would have been a tougher decision, but Sugar’s lower costs made this an easy decision,” says Van den Heuvel. Partnering with BrixCRM With the majority of ion-ip’s employees and offices in the Netherlands, ion-ip sought to partner with a company who offered local Dutch support as well as implementation expertise. With this in mind, ion-ip enlisted the help of BrixCRM, a certified SugarCRM partner, who played a key role in planning an ambitious implementation. “Partnering with SugarCRM allows us to combine our specialized services with an already stellar product. Our work with ion-ip is a great example of a company who was able to capitalize on our partnership with Sugar,” says Edwin Siebum, Founder of BrixCRM. Implementation Success With BrixCRM’s help, ion-ip was able to meet an aggressive implementation time frame as well as make key customizations to the application. ion-ip now uses Sugar as their centralized system of record across their organization, making regional offices and departments better equipped to collaborate on helping their customers. With Sugar now implemented, ion-ip continues to grow as employees use Sugar to increase efficiency before, during, and after the sales cycle. “With Sugar in place we are optimistic that we can become the preferred supplier of convergent corporate communications solutions in the markets in which we operate,” says Van den Heuvel. About ion-ip ion-ip is a European Internet and network services provider that focuses on supplying integrated solutions to business customers who want to get the best out of their operations by means of Internet and networks. ion-ip offers a complete range of communication services. ion-ip’s strength is to translating business and ICT-objectives into operative and rewarding Internet and network solutions, from functional design to operational management. ion-ip is a market leader in the Netherlands in the area of web solutions and owns 3 data centers. There are about 75 employees working for ion-ip in their offices in, Amsterdam, Hoofddorp, Veenendaal, and Stockholm. For more information please visit About BrixCRM BrixCRM provides customer centric solutions to mid market enterprises, local governments, and public utilities. BrixCRM offers solutions such as CRM implementation and consulting services, On Demand-hosting, localized CRM support, and tailor made portal applications. For more information please visit With Sugar in place we are optimistic that we can become the preferred supplier of convergent corporate communications solutions in the markets in which we operate.” — Fred van den Heuvel, Sales and Marketing Manager 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Communications One of the larger providers of IP voice, video, and data services in Australia. More than 500,000 consumer telecommunications accounts serviced SOUL has the largest voice enabled IP network in Australia Complex product offerings required stronger system for tracking sales Needed a centralized, web-based system Required a flexible system that could adapt to changing sales data SOUL utilizes Sugar Professional as the official system of record Sugar reports and dashboards give immediate insight into sales data Sugar partner Insightful aided in customizing the Sugar rollout SOUL can now align products sold to customer segments Easy-to-use nature of Sugar drives adoption, data quality and predictability Implementation in six weeks minimized disruption to business You Gotta Have SOUL SP Telemedia (ASX listed: SOT), which is more widely known in the market as SOUL, entered the telecommunications scene in Australia back in Since listing on the Australian Stock Exchange in 2001, SOUL has grown its market capitalization from $45 million to more than $450 million. The company is now a major force in the telecommunications industry in Australia. Among SOUL’s accomplishments, the company has the largest independent fully converged voice, video and data network in Australia. SOUL also has the largest voice-enabled IP network as well as having the distinguished position as the nation’s largest Mobile telephony re-seller. Complex Product Requires Strong CRM SOUL sells a variety of voice, video and data services in metropolitan, regional and rural Australia. These services are sold to consumers through to SME, medium enterprise as well as large corporate and Government departments. With such an expansive product offering, mixed with a varied and dispersed customer pool, SOUL knew it had to have the right CRM for its sales and marketing team. SOUL needed a CRM system that was both centralized and easy to use. The main functionality that SOUL required was a core sales pipeline management tool, as well as other sales automation needs to streamline the entire sales as well as marketing, process. SOUL also knew it wanted a system that was flexible enough to capture custom sales and customer data; information that could change at any time. “We sell a number of different services to a variety of accounts,” says SOUL’s Chief Operating Officer, Mr. Steve Legge. “The data that we need to better serve customers is constantly changing, so we needed a system that would be flexible enough to meet our unique needs.” Sugar Professional On-Demand Meets SOUL’s Demands In addition to aligning their sales processes and providing more visibility into the sales pipeline, SOUL wanted a CRM system that was easy to use. And the company was looking to get its CRM system up and running in a matter of weeks. So, SOUL performed an initial roll-out of more than 50 users in its B2B sales organization. Since the company was looking to get the CRM system up and running quickly, SOUL decided that a hosted solution was the best choice for its CRM system. And with the help of SugarCRM partner Insightful Customer Relations, SOUL saw a lot of value in choosing Sugar Professional On-Demand. In fact, the whole implementation of the CRM system took less than six weeks. CRM At The Speed Of SOUL With SugarCRM Professional On-Demand in place, SOUL is able to better track and manage the sales activities, which happen at a very rapid pace. “With SugarCRM, we are able to see the sales pipeline and performance automatically generated for each sales team, and for the whole sales group in general,” notes Legge. He also notes that SOUL is very happy with the ease of use and customization. “Users and managers simply request a change, and that change is reflected very quickly in the CRM system. We simply could not have adapted this quickly to changes with just spreadsheets and .” About SOUL S P Telemedia Limited (ASX Code: SOT) trading as SOUL, is an innovative market leader in the IP telecommunications and multi-media market. Listed on the Australian Stock, SOUL’s entry into the market in 2000 was met with huge success in a relatively short period of time. Since its establishment, SOUL has maintained rapid growth, proving itself to be a dynamic and significant force in the Australian telecommunications industry. Among other features of SOUL’s capability are: SOUL has the largest independent fully converged voice, video and data network in Australia SOUL has the largest voice enabled IP network in Australia. SOUL has 100% interest in B Digital Limited, making it the largest mobile telephony reseller in Australia and servicing in excess of 500,000 consumer telco services. These capabilities enable SOUL to deliver broadband products and services, whether voice, video or data, through to the “last mile” of its own fully converged network throughout metropolitan, regional and rural Australia. For further information on SOUL visit or call About Insightful Solutions Insightful Solutions is a specialist SugarCRM solutions provider. We focus on helping clients across Australia and New Zealand grow revenue and profitability, through improved customer relations, supported by interfacing a SugarCRM system with existing processes and infrastructure. Insightful provides professional implementation, customization, training and support services, and offer both hosted and on-premise solutions. To learn more about Insightful Solutions, please call , or visit With SugarCRM, we are able to see the sales pipeline and performance automatically…We simply could not have adapted this quickly to changes with just spreadsheets and .” — Steve Legge, COO, SOUL 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Communications One of Portugal’s largest telecommunication service providers A sub-set of Portugal Telecom, which offers services to millions of subscribers Offers cable, internet and wireless voice services Customer services inquiries often misrouted, elongating response times Low adoption of existing customer service application Lack of visibility between customer data and billing records Collaboration tools in Sugar Professional led to proper customer routing Centralized data in one system drove user adoption Leveraged Sugar partner DRI to integrate between billing and CRM systems Shortened inquiry response times increased customer satisfaction Increase in customer retention Customer service center a competitive strength in the market for UZO Launched by Portugal Telecom in 2005, UZO has quickly emerged as one of Portugal’s leading mobile virtual network operators. UZO has rapidly built an extensive customer base by offering affordable, non-contractual mobile phone plans. Headquartered in Lisbon, Portugal, UZO is a virtual operator for TMN, the leading mobile telecommunications provider in Portugal. UZO’s simple, hassle-free cellular plans has made it a popular choice for many consumers who have been reluctant to lock into a long term contract. A Growing Pain As UZO’s customer base swelled, the company’s internal tool for tracking customer interactions was stretched beyond its capabilities. “With our rapid growth in addition to typical employee turnover, we were bringing on a lot of new people onto our customer call center team. Unfortunately a lot of our new hires were having issues with the usability of our internal tool,” says Project Manager Jorge Teixeira da Silva. UZO’s internal solution also made it difficult for customer service representatives to view an account’s complete history. Inbound and outbound call information was separated and viewed only by certain individuals and groups. Sugar to the Rescue UZO conducted a thorough search to replace their existing tool, emphasizing user adoption and precise customer communication tracking. UZO’s comprehensive search ended when they opted to go with SugarCRM due to its ease of use compared to other CRM solutions. “Sugar was the most user friendly solution we evaluated and met all of our functionality requirements,” says da Silva. “Because our reps were going to be very heavy users of this system, we were also drawn to Sugar’s unrivaled ability to be customized to fit our needs.” Partnering with DRI UZO enlisted the help of DRI, a certified SugarCRM partner, to implement a fully customized and integrated long-term solution. With DRI’s expertise, UZO’s Sugar deployment is now customized to fit UZO’s specific needs as a telecommunications customer call center. DRI’s key customizations and integrations with external billing applications have given reps the added ability to expedite customer inquires and solutions based on the nature of the service inquiry. Continuing Growth With Sugar Enterprise and the help of DRI, UZO’s customer service center has become a competitive strength for the growing company. Customer inquiries are now handled more efficiently helping UZO retain a higher percentage of their large customer base. “Deploying Sugar has helped us collaborate as a team as well as lowered our response times to customer inquiries,” says da Silva. “We are now able to better serve our growing customer base because of Sugar and the processes that we have put in place around Sugar.” About UZO UZO is a new mobile communications brand that wants to mark its difference from the three existing brands in the country by offering one single price list. It has been conceived for all users who wish to speak to various networks without additional costs, who hate being bound to contracts or obligatory charging, who want a mobile to make calls and send written messages, who don’t want to pay a high price for calls outside their network, and for those who want a cheaper price for calls made to their network. It is thus seen as an “uncomplicated” option. For more information please visit About DRI Founded in 1999, DRI offers consulting and project planning services for companies looking to implement CRM, develop support information systems, and helping companies gain greater visibility across their enterprise. Owned 30% by a Spanish IT consulting firm, Qindel, DRI boasts customers like Portugal Telecom and BBVA. For more information please visit. About Portugal Telecom The Portugal Telecom Group is a global telecommunications operator that is the national leader in all of the sectors in which it participates. It is seen as the Portuguese company which has the biggest national and international projection and has a diversified business portfolio where quality and innovation are decisive aspects, along side the most advanced international companies in this sector. For more information please visit We are now able to better serve our growing customer base because of Sugar.” — Jorge Teixeira da Silva, Project Manager, UZO 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Communications With Sugar, we’re getting the most bang for our buck.”
Provider of television, internet and telephony to consumers in the Netherlands XMS serves more than 14,000 households One of the first “fiber to home” networks in the Netherlands Needed a system for managing exponential customer growth XMS had a disconnect between customer data and call center operations XMS wanted to decentralize its office, but maintain visibility into departments Deployed Sugar Professional due to its scalable nature to grow with XMS Quickly integrated Sugar with its call center technology Web-based nature of Sugar gave home workers full access to data Greater insight into prospect data helped increase customer base Integration of CRM and telephony system increased customer satisfaction Employees are mostly home-based, resulting in lower operations costs With a rapidly expanding customer base, and product portfolio to match it, Netherlands-based service provider XMS was looking for a customer service application it could bank its future growth around. The company, which provides fiber optic networks to some 14,000 customers throughout the Netherlands, is small, with just 15 employees. But XMS expects that number to increase to 30 and for its customer base to double by the end of With these across-the-board increases, XMS was looking for a CRM application that could manage its call center and customer prospecting needs. “We were looking for a CRM solution that was scalable and flexible,” says Reinier Kramer, chief of operations at XMS. “We knew it had to grow with the company and allow us to scale with it.” With that in mind, XMS went to market in 2007 and quickly settled on SugarCRM, leveraging Sugar Professional for campaign management and sales when establishing new fiber optic networks. But it was in the beginning of 2009 that XMS came across Netherlands-based Outdare CRM, a SugarCRM partner and systems integrator, that managed to take the XMS implementation to the next level by integrating telephony with SugarCRM. Bringing VoIP into the Contact Center Outdare CRM expanded the implementation from the confines of marketing to include call center service, service delivery, and customer prospecting. “Outdare showed us the possibilities of using a VoIP (Voice over Internet Protocol) plug-in to make Sugar a strong tool for our new helpdesk team,” Kramer says. Furthermore, XMS is also leveraging Sugar Professional for communication with customers over various service channels, including mailings and SMS, based on workflows designed around specific service delivery requirements. All told, Outdare CRM accomplished the telephony integration within three months. Sugar Professional received little customization to the UI or functionality, and the application is generally used out-of-the-box, but Outdare did make some integrations with a series of custom-built applications for service delivery and configuration with the VoIP solution. “If we encounter an infrastructure failover in a certain area and customers are calling us, the VoIP system plays a message that we’re working on the failover based on the caller’s ZIP code,” Kramer says. “This saves us an enormous amount of time and improves customer satisfaction. It’s just one example of all the possibilities we’re receiving using VoIP and SugarCRM.” Continuity Across Al Customer Processes Sugar Professional is now used by XMS employees for sales, marketing, and technical support. Since expanding the rollout in the start of 2009, XMS has experienced improved reporting on customer activities and continued customer growth while reducing costs. In addition, SugarCRM’s web-based architecture has allowed XMS to decentralize offices throughout the Netherlands. End users can access the system from various locations without having to worry about infrastructure issues, giving XMS the data security of an on-site installation but with the benefits of a hosted deployment. “The main goal for XMS with SugarCRM was to improve upon several customer-related processes; not limited to just marketing and sales,” Kramer says. “By improving the quality of information and communication with current customers and potential ones, XMS has been able to enlarge its customer base and reduce costs. With Sugar, we’re getting the most bang for our buck.” About XMS XMS delivers services to end users on one of the first ‘Fiber To The Home’ networks in the Netherlands: the so called ‘Portaal’ network. Its present shareholders are InterNLnet (a company owned by Telecom Italia) and Reggefiber. Reggefiber constructs, manages and exploits optical fiber to the home networks and intends to provide every dwelling in the Netherlands with a connection to their optical fiber network. XMS brings Television, Internet and telephony to the homes on top of that. About Outdare CRM Outdare CRM is an Open Source expert and known for delivering web based open source solutions for the Dutch market. Outdare has unique expertise in implementing SugarCRM for both international businesses and governmental organizations. The business unit Outdare CRM offers a full menu of CRM services such as implementation, configuration, consultancy, training and customization. Outdare offers telephony integration for SugarCRM with the open connector Liz which is available via Sugar Exchange. With Sugar, we’re getting the most bang for our buck.” — Reinier Kramer, Chief of Operations 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Financial BDO is the fourth largest accounting firm in the world Large Alliance program comprised of a large network of 300 accounting firms Annual revenue of $4.7 billion Could not accurately track business referrals in Alliance Program Wide network required a centralized, yet flexible system Uncommon sales, referral process required deep customization BDO customized Sugar Professional to automate Alliance referrals Web-based nature of Sugar unified distributed branches Flexibility of Sugar enabled views for Alliance staff and one for branches Sugar Professional powers thousands of annual referrals Web portal gives thousand of Alliance member branches immediate access Leads routed faster through Sugar-powered processes BDO Seidman is the 5th largest accounting firm in the world. They go to market through hundreds of local and regional CPA partners. BDO struggled to share leads with these partners. They needed an easy-to-use, web-based system where users would see only the information they were entitled too. After a careful evaluation, BDO selected SugarCRM for an employee and partner portal that would roll out to 9,000 employees and partners. Using SugarCRM, the company has found an elegant portal framework where associates can share leads, look up contacts and collaborate on projects. For large companies, one of the chief competitive threats is inertia. Oftentimes, companies become so large and complex it becomes nearly impossible to execute strategy. Undoubtedly, BDO Seidman is a very large company as the world’s fifth largest accounting firm with offices in 35 locations across the United States, and hundreds of business and technology partners. Yet, unlike many other large enterprises, BDO remains nimble by exploiting communications and information technology to keep employees, partners and customers on the same page. Solution Requirements One of BDO Seidman’s major revenue streams is through Alliance members—hundreds of local and regional accounting firms who work in partnership with the company. Similar to other companies who derive revenue through an indirect channel, BDO Seidman faced channel conflict issues when teams did not work together. “We needed a process to more effectively communicate with our alliance members,” says Valerie Kozikowski, a partner at BDO Seidman. BDO leaders crafted a vision in which the thousands of employees in BDO headquarters could communicate with up to 9,000 Alliance member employees through a web portal framework. Information could also be shared with the BDO Business Resource Network, an Alliance division specializing in technology consulting and implementation. Managing Complexity through Simplicity In undertaking a vendor evaluation, BDO focused on flexibility and customization to meet the needs of the various constituencies. “The application needed to contain strong access control and security features that could be adjusted based on the company’s needs,” says Kozikowski. “Because some of our needs are unique in that we’re connecting people who can be customers or referral sources, we needed a lot of flexibility. That was our No. 1 selection criteria.” BDO Seidman pursued CRM initiatives before and learned some valuable lessons. “Complexity in the application can really kill user adoption,” says Kozikowski. “If users do not find the application to be responsive and helpful in their daily jobs, they simply will not use it. Thus, the first criterion for the CRM initiative was a simple and intuitive user interface. We were looking for something with a very clean and simple user interface we could tailor without making a lot of changes,” says Kozikowski. Introducing BDO Link Based on these measures, BDO Seidman selected Sugar Professional™ On-Site for its solution. “Our CRM requirements are quite complex because of the size of the project and the different members who will be accessing the system. After a thorough evaluation, we decided that SugarCRM was the right product to deliver a web-enabled application that would meet our scalability, customization and integration needs,” says Kozikowski. After making the decision to use Sugar Professional, BDO Seidman worked with the SugarCRM team to implement the application for employees and Alliance members. Rather than relying on manual processes, BDO Seidman Alliance members can now access the applications—named BDO Link—from a web browser and share leads and contacts as well as a description of opportunities. Alliance members also rely on the employee directory which allows them to contact counterparts within BDO Seidman who can help them with an opportunity or work with them to resolve a client issue. BDO Link maintains tight security and access control rules which are maintained by the company. This allows the company to restrict access or share information based on geography, position or account. With BDO Link, communications between dispersed teams can be initiated with a few simple mouse clicks. This leads to better communication across the company and a more responsive organization. Continuing Education BDO Link has enjoyed great success since its initial roll-out, yet Kozikowski and team are not taking any chances. They are traveling the country to educate and train Alliance members about the benefits of the application. “By nature, CPAs are not technical people and can be intimidated by technology,” says Kozikowski. “It is an evolutionary process. Our job now is to show them how easy it is to use and how much more effective and successful they can be with BDO Link.” The BDO Seidman team is positive about the adoption of BDO Link thus far and optimistic about the benefits the application will deliver in the future. “SugarCRM delivers the flexibility we need to deploy a unique solution across our entire U.S. operation,” says Kozikowski. “The ease-of-use of the SugarCRM application and its strong CRM capabilities means that BDO Seidman will be able to improve information sharing and deliver improved reporting capabilities across employee teams and the BDO Seidman Alliance Network.” After a thorough evaluation, we decided that SugarCRM was the right product to deliver a web-enabled application that would meet our scalability, customization and integration needs.” — Valerie Kozikowski , Partner, BDO Seidman 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Financial Small business insurance provider Services more than 2,700 businesses around the world Based in London, England Lacked tracking of customer interactions across multiple channels No integration between customer experience and billing tools Highly custom processes for insurance industry Sugar Professional integrated with web site enabled cross-channel alerts E-commerce integration automated lead-to-quote process Open nature of Sugar allowed deep customization of process flows Can now execute and track outbound campaigns to attract more customers Greater visibility into revenue stream with e-commerce integration Consistent service across channels increased customer satisfaction Customization versus out-of-the-box, verticalized functionality? It’s a decision that CRM users have struggled to answer since CRM packages came to market in the late 1980’s. Should the customer choose a solution with industry-specific functionality right from the get-go or select a more flexible alternative in order to customize the application? For Brighter Business, a U.K.-based insurance company specializing in covering small businesses, the decision was a simple one. “We needed an application that could be extremely customized to meet the needs of the direct insurance business model,” says Ian Hutchinson, CFO of Brighter Business. As a result, Brighter Business turned to DynPro, an information system consulting firm and SugarCRM partner, and implemented Sugar Professional to meet its industry-specific needs. Sugar Professional— A Competitive Advantage Prior to implementing Sugar Professional, Brighter Business was leveraging a commercial insurance broker solution to track customer interactions and store data. It was far from the CRM solution the company was looking for, Hutchinson says. “Simply put, it didn’t meet our requirements. The insurance industry is highly competitive and customer satisfaction is a competitive advantage. We needed a CRM solution that could track customer interactions across multiple channels and provide us with an accurate picture of our customer base.” After evaluating a number of CRM vendors, including Siebel Systems, Brighter Business selected SugarCRM in the summer of 2007, driven by the solution’s strong price to performance proposition and the fact that it was open source, ensuring the heavy customization that would be needed to support Brighter Business’ business processes. Due to the lack of a previous CRM solution, end-user buy-in was ensured relatively easy, Hutchinson says. “Training of the nuts and bolt functionality was provided to the end-users early on, which was followed with a usability workshop to learn where issues lay and to highlight the improvements and customizations that should be made to support our business processes.” Application Integration Sugar Professional was integrated and customized across a number of systems. To accomplish this, Brighter Business leveraged the consulting firm DynPro, which specializes in ERP and CRM applications, e-commerce solutions, and application management and outsourcing, among others. All told, Sugar Professional had over a dozen major customizations and integrations made to it by DynPro’s trained consultants and developers, including enhanced security to support requirements and generally accepted best practices in the financial sector, support for credit card payments, 3rd party campaign execution with response tracking, enhanced reporting with Jasper Reports, custom workflows, integration with Ajax technologies to the core user interface modules, and development of an extensive framework built around Sugar Professional to allow developers to more easily create new functionality both in the user interface as well as with Web devices and services using Sugar Professional’s API. E-Commerce and Service: United Again DynPro’s customizations enhanced or added an abundant amount of functionality to the application, and has allowed Brighter Business to improve the company’s ability to satisfy customers as a result. First and foremost, Sugar Professional was integrated to the company’s Web site via Jitterbit, an open source integration solution. DynPro was able to develop an extensive Web service API’s to integrate with Sugar’s existing Soap Serivces. Leveraging Sugar’s framework with DynPro’s vertical solution allowed Brighter Business to receive continuous updates from the Web site on activities including registrations, quote requests, policy sales, and marketing responses and effectiveness. It’s also allowed Brighter Business to link the company’s e-commerce site with the call center. Very often a customer would first receive a quote from the Web site and then ring the call center for clarification or purchase information. SugarCRM has allowed the history of the Web quotation to be available to customer service reps in the call center, and Brighter Business can now sync client activities on the Web with quote and policy data generated by the call centers. Data imports of lead generation data are also automatically managed and used to generate outbound call activities. Finally, SugarCRM is also being leveraged to conduct outbound campaigns where lists of leads are imported into Sugar and allocated round robin to associates who are making the calls. “The fact that it’s commercially open was the real paying point,” Hutchinson says. “We’re already seeing that deploying SugarCRM has taken our CRM initiatives to the next level.” About DynPro DynPro is a dynamic, fast-growing information systems consulting firm specializing in Enterprise Solutions, eBusiness Solutions, Application Management, Technical Services, and Business Innovation Services. DynPro provides smart, innovative solutions to high-tech and manufacturing companies. As a recognized SugarCRM partner, DynPro serves companies in both North America, Europe, and Asia. Deploying SugarCRM has taken our CRM initiatives to the next level.” —Ian Hutchinson, CFO, Brighter Business 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Financial Provider of financial trading software for professional and retail investors Serves a network of more than 2,500 subscribers Based in Denver, CO Existing CRM system took too long to customize Difficulty tracking renewal timeline for subscription-based business Current CRM system could not manage hand-offs from company web site Open nature of Sugar Professional enabled faster customization cycle Sugar flexibility enabled more efficient follow up on renewal accounts Ease of integration merged company web site with Sugar Professional Increased renewal rates and lower churn increased revenue and profitability Shorter development cycle for customizations saves time and money Seamless experience across web site and sales increased satisfaction Outperforming the market is difficult, especially over the long-term. NinjaTrader provides an edge to retail and professional investors with its trading management platform which allows traders to better manage futures contracts. Since its founding in 2003, Denver-based NinjaTrader has attracted a global clientele of over subscribers to its service. Providing a trading service to individuals requires a large customer base, top-notch web-based support, and efficient operations. “We place a premium on automation,” says John Gromala, Vice President of Sales and Marketing at NinjaTrader. “That means communicating and supporting large numbers of customer through electronic means. Our market does not tolerate inefficiency.” Seeking Faster Results NinjaTrader’s quest for efficiency led it to reassess its Customer Relationship Management (CRM) strategy. As a start-up, NinjaTrader found that is was spending more and more on its current CRM system—provided by Salesforce.com—without gaining greater benefits. Moreover, the difficulty and lag times in configuring the application to meet its needs, meant that NinjaTrader was not meeting its business objectives. “Any time a process is lengthened, that costs us money,” says Gromala. The NinjaTrader management team decided to evaluate other CRM systems that would cost less and deliver more than Salesforce.com. “We looked at a lot of different applications and evaluated them based on the cost and projected ROI as well how quickly we could implement the system,” says Gromala. NinjaTrader settled on Sugar Professional™ On-Demand based on its lower cost, deep functionality and the ability to get up and running in a matter of weeks, not months. SugarCRM for Customer Lifecycle Management In adopting SugarCRM®, NinjaTrader integrated its business process into the system in order to automate the entire customer relationship. When a prospect fills out a Web Form on a lead is automatically converted and assigned within Sugar Professional. When that lead is converted, contact information within Sugar is automatically populated. “We have a much better grip on expected revenues due to Sugar, which helps us manage our business more effectively,” says Gromala. NinjaTrader’s service is offered in three or 12-month increments, so ensuring customer loyalty and preventing churn is critical to maintain the company’s fast growth. With Sugar, NinjaTrader monitors when customer renewals come due and can focus on customers who have not yet paid. “With Sugar, we can forecast projected cancellations and work to prevent customer churn,” says Gromala. “Our sales representatives receive a notice from Sugar before a contract is to expire so they can take action and renew the subscription.” Understanding the Pulse of the Business In the last year, the SugarCRM has already returned a sizable return on investment. In its quest for greater automation and efficiency, the company plans on rolling out additional functionality in the areas of customer support. “SugarCRM is our most mission-critical business application,” says Gromala. “It truly gives us the pulse of our business.” Sugar is our most mission-critical business application. It truly gives us the pulse of our business.” — John Gromala, VP Sales & Marketing, Ninja Trader 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Financial Sugar has had a big impact on our bottom line.”
Full-Service realtor serving residential and high-rise real estate customers Specializes in volatile Las Vegas market Differentiated model based on exceptional customer service Difficulty tracking various types of prospects through complex sales cycle Inability associating customer communications with account data Existing system too inflexible to meet changing business needs Customized opportunities module gave Rise visibility into all sales cycles Campaign module enables generation and tracking of relevant promotions Open nature of Sugar Professional enables fast customizations Shorter time to close for complex sales cycles High adoption levels improved employee productivity Greater ability to communicate with others increased satisfaction levels Problem: Existing CRM system was incapable of adapting to company's specific needs. Difficulty accurately tracking progression of clients through sales cycle. Needed a universal system of documenting communication to prospect. Solution: Sugar's open source architecture allowed Rise Realty to customize modules meet specific sales process requirements. Easy-to-use interface ensured high user adoption, allowing Rise to properly document and generate relevant communications with potential customers. Customized opportunities module gave Rise a consistent and accurate view of all prospects status through out the sales cycle. Quick Facts Company Fact: A Full-Service realtor serving residential and high-rise real estate customers Headquarters: Las Vegas, NV Founded: 2005 Key CRM Requirements: Sales Management, Forecasting, Lead Processing, and Customization Architecture. Previous CRM Solution: CRM Realtor Solution: Sugar Professional On-Demand Next Steps: Automating lead process between web site and SugarCRM. About Rise Realty Rise Realty was founded on the core belief that to deliver the highest standards in today's diverse and changing real estate environment, it was necessary to attract 'best of breed' real estate professionals, management and staff with proven track records, develop skills and special knowledge that can be leveraged for the benefit of the company's diverse client base. To maintain this edge, Rise Realty provides unmatched support and training to each member of its team on an ongoing basis. As a result of this commitment to excellence and his relentless effort to exceed client expectations, Rise Realty has pioneered a new direction in Las Vegas real estate. Sugar has had a big impact on our bottom line.” —Dan Gronning, Director of Marketing, Rise Realty 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Financial Provider of insurance and financial services to Italian companies Provides more than 16 billion Euros of insurance per year Based in Rome, Italy Multiple data systems led to confusion Complicated business process hard to manage in older, rigid systems Inability to capture accurate forecast data Sugar Enterprise provides a single, central system of customer records Robust workflow tools automate unique business processes Pipeline management and forecasting tools increase visibility into revenue High user adoption rate increased employee productivity Automated business process decreased sales cycle Insight into pipeline guides intelligent decision-making for management Problem: SACE's expansive growth led to multiple systems of managing customer information SACE's unique line of business required a CRM system that could manage information like complicated mergers, acquisitions, and customer service level upgrades Sales Management wanted to a get a more accurate and complete forecasting of the sales pipeline Solution: SACE's diverse and dispersed workforce quickly adopted Sugar Enterprise as the company's official system of record. Easy Contact gives SACE added ease of use and functionality on top of a fully functional and intuitive CRM solution Sales Management now uses Sugar to accurately forecast sales revenue and can tactically adjust corporate strategy accordingly Quick Facts Company Description: Provider of insurance and financial services to Italian companies looking to operate in international markets with greater security. Company Fact: SACE provided over 16 billion Euros of insurance and financial services in over 150 countries in 2005 Headquarters: Rome, Italy Solution: Sugar Enterprise On-Site with Extended Support Implementation Partner: Mediamind / E-Portal Technologies About SACE SACE issues insurance guarantees to domestic entrepreneurs against political and commercial risks linked with the export of goods and services, the carrying out of works and investments abroad. SACE's insurance cover guarantees the prompt payment of credits due to Italian enterprises by foreign counterparts. Companies may disinvest their balance's favorable postings and/or obtain credit on more favorable terms from financial markets. Website: About Mediamind/ePortal Techologies Mediamind and ePortal Technologies are SugarCRM silver partners specializing in the implementation and support of open source and other innovative technologies such as Asterisk VoIP, SugarCRM, MySQL, Linux, PostgreSQL, and OpenLDAP. For more information please visit or Sugar Enterprise has given SACE the flexibility to have a continuously improving CRM system that meets our needs.” —Dario Rigolin, EVP Corp. Development 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Healthcare Leading provider of physician revenue cycle billing services Manages more than $1 billion annually in physician revenues Based in Boston, MA with more than 1,000 customers Previous CRM system too inflexible to manage exponential growth IT staff required code-level access to customize to their needs No visibility between inquiries inside its own product and CRM case issues Sugar Professional provided the ability to cost-effectively scale CRM system Open nature of Sugar enabled deep customization of workflows and fields Ease of integration allowed seamless tie in to internal systems Significant subscription fee savings annually over previous solution Positive ROI in only nine months Integration of CRM and internal system adds competitive advantage athenahealth is a leading provider of physician revenue cycle management services that integrate workflow, billing and collections into a single service on a single Web-based technology platform. Founded in 1997, the company has more than 450 customers with over $1B in physician revenues under management. athenahealth used salesforce.com for four years, managing sales and support activities. While its annual revenue grew from $2 million to $38 million during that time, athenahealth hit a wall and needed a more flexible CRM system for future growth. As a result, athenahealth recently replaced two hundred salesforce.com licenses with Sugar Professional. A key factor in their decision to move away from salesforce.com and onto Sugar Professional was an urgent need for advanced system integration and control of the CRM data and application. “We’ve gotten to a size where we need more control and tighter integration with our internal systems,” athenahealth’s CTO, Bob Gatewood said. “We love open source, and we have a sizable development team already. This was really about getting the code.” Gatewood’s group extensively modified Sugar Professional to suit its needs and has gone live with its deployment in May athenahealth has since rolled out Sugar Professional to 200 employees, and so far has reduced the organization’s salesforce.com licenses from 300 to 100. The move reduces athenahealth’s software licensing costs while providing a more flexible system that fits into their current processes. As the health care business is subject to regulatory pressures it was important for athenahealth to have a system that continues to meet their needs. The return on investment (ROI) for 200 Sugar Professional annual licenses and implementation costs was achieved within nine months based on their previous salesforce.com expense. “Even with extensive modifications, we will break even in three months and meet our ROI goal in nine months. After that, savings continue to accrue indefinitely,” says Gatewood. The cost to complete the basic Sugar Professional customization and integration work cost the same as three months of their previous salesforce.com expense. From an implementation cost perspective, athenahealth’s Sugar Professional license was a fraction of the cost of their salesforce.com fees. According to Gatewood, “athenahealth concluded that the salesforce.com license costs were out of line with the value the company was realizing, based on how we were using the system. Given that we completed the basic Sugar customizations in less than two months, we are able to use the savings in salesforce.com license expenses to fund further customizations in Sugar Professional.” A key element of their Sugar Professional implementation was the ability to seamlessly integrate Sugar Professional with their revenue-cycle management system, athenaNet, in order to provide exception-based routing of inquiries to subject matter experts. This portal is a competitive advantage for athenahealth, allowing the company to manage more cases and tasks daily with no increase in staffing and with shorter turnaround times. This type of tight integration was not possible with salesforce.com. “salesforce.com’s data structure didn’t make it easy for us to track case routing issues. In order to get the information we needed, we had to download salesforce.com data into a local reporting database several times per day. We made extensive modifications to our salesforce.com implementation, but in some important areas we felt limited.” Gatewood said. Gatewood has more ideas of where his Sugar Professional implementation can take athenahealth. “Sugar Professional has become the platform for our vital business systems encompassing support,” he says. “With Sugar Professional, the installation and customization is managed like a software development project, and the software is a function of our process now, not vice versa.” Sugar Professional has become the platform for our vital business systems, which encompass finance, sales, marketing, and support.” — Bob Gatewood, CTO, athenahealth 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Healthcare Sugar gave us control over the implementation.”
Leading developer of innovative medical technologies. Thousands of customers worldwide Previously a division of Bristol Myers Squibb Legacy CRM implementation no longer supported by provider Highly regulated industry practices required customized CRM system Global sales and support network not together on single system Sugar Enterprise offered cost effective migration path to fully supported CRM Customization capabilities enabled compliance with industry mandates Web-based natured tied U.S. and U.K. personnel in to same system Call handling and documentation dropped from 2 minutes to 30 seconds Streamlined front and back office practices improved customer satisfaction Implementation completed on time and 10% under budget Convatec originally deployed Sugar while they were a division of Bristol Myers Squibb. The company manufactures and markets a number of medical devices and related technologies. The company needed a tool they could use not just for traditional sales and support, but also to track adverse reactions and other clinical issues in order to comply with the typical mandates of the healthcare industry. Convatec deployed Sugar Enterprise to more than 500 users across Europe and the U.S. – and was able to tie their global operations inside a single system of record. From a customer service perspective, following their Sugar deployment Convatec was able to drop response time by 75%. And being able to track adverse reactions and other critical issues inside the same CRM system has provided a great value from an operations perspective as well, since Convatec does not need to manage a sperate system to track this data. And also important to note is that Convatec was able to customize and deploy this encompassing CRM system on time and 10% under budget, which I’m sure makes any CIO or CFO out there happy. Sugar gave us control over the implementation.” — William Compton, CIO, ConvaTec 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Healthcare We picked Sugar because Sugar adapted to us.”
Provider of medical beds and furniture for over 50 years Based in Tours, France but serving hospitals and clinics worldwide Operates 2 manufacturing facilities with over 140 employees Dispersed sales force lacked central repository for sales data Lack of ERP integration lead to manual, time consuming process Legacy reporting system could not offer real-time insight into data Sugar Professional created central data repository, united sales teams ERP and other system integrations created seamless, automated processes Reporting tools gave Corona Medical deeper insight into operations Collaboration between sales teams has shortened the sales cycle ERP integration created more accurate price quotes Fast two month implementation enabled Corona to quickly see benefits Corona Medical is one of the biggest and oldest providers of medical beds and furnishings in France. They equip various types of facilities such as health clinics, hospitals, nursing homes, schools, rehabilitation centers, and private patients. Corona Medical sales cycle was hindered by a lack of a centralized location for storing data critical to the sales process. Corona Medical’s sales process was also slowed down as their customer quote software (MFGPRO) was not directly linked to any front office system. Another key problem for Corona was a lack of quantitative analysis on the effectiveness of their various commercial operations. Corona looked at various options including Salesforce. In the end 2 things led Corona to go with Sugar CRM over Salesforce. Corona saw the benefits of having the ability to customize Sugar - flexibility Salesforce lacked. Also, Corona liked that Sugar had a local partner in France that offered top notch local implementation and support . With Synolia (Sugar’s French partner), Corona was quickly able to link their quote software with Sugar thus bypassing multiple bottlenecks they were experiencing during the customer quote process. In addition to the centralized location for storing data dramatically shortened the sales cycle for Corona. We picked Sugar because Sugar adapted to us.” —Laurent Guenier, IT Manager, Corona Medical 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Healthcare Services firm dedicated to assisting Canadian physicians More than 5,500 physicians use Healthscreen’s services Dedicated to increasing physician productivity and revenue Rapid employee count required an easy to use yet scalable system Required a customizable solution that could integrate with back office system Sales force constantly in the field – using only PDAs not laptops Easily customizable UI of Sugar professional aided fast rollout to sales reps Custom modules in Sugar created end-to-end sales and service delivery Wireless capabilities of Sugar gave sales reps access to data on the go Saved $48,000 annually vs. previous CRM by moving to Sugar $100,000 in annual operational staff savings going with Sugar On-Demand $18,000 saved eliminating laptop costs thanks to Sugar Mobile Healthscreen is one of the more interesting use cases that demonstrates the flexibility of SugarCRM. The company sells services to Canadian doctors which enables them to better track and accept payment for services not covered by the national health service that were normally provided for free – leaving a lot of money on the table for these physicians. The sales team at Healthscreen is 100% mobile – essentially working in doctor’s offices and health clinics around the country. So, these guys needed a mobile CRM solution – which could be customized and slimmed down to realy be functional while out in the field. In addition – the company wanted to integrate their core CRM with back office products to create a seamless, lead-to-cash process and be able to report on these metrics. Sugar professional enabled them to go completely mobile. In fact, with Sugar in place Healthscreen reps do not even use laptops – they only access and use Sugar via Blackberries. In addition, Healthscreen was able to create custom modules using Sugar’s Module Builder tools that integrates CRM data with accounting data – powering a complete view of the customer lifecycle. In all, as you can see here – Healthscreen is not just gaining a competitive advantage with empowered mobile sales reps and great visibility into operations, but is also saving hundreds of thousands of real dollars every year thanks to Sugar’s low cost of ownership. SugarCRM’s customization and integration capabilities have saved us tens of thousands in operational costs thanks to our ability to tie sales and back-office operations together.” — Martin Ross, VP Technology, Healthscreen 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Government Largest state agency in Oregon with 9,500 employees Manages processing of state Medicaid claims Conducts general outreach to promote health and safety in Oregon Paper-based handling of health claims was time intensive and error-ridden Lack of central system for coordinating outreach communications Data locked in several databases, as well as manual systems Process flows in Sugar enabled automations of claims processing Collaboration tools enabled unified, consistent outbound communications Central system created single, inclusive view of citizen records Reduced number of monthly manual claims processed from 60,000 to 37 Case management tools decreased response times to citizen requests Unified communication platform improved outreach efforts The State of Oregon’s Department of Human Services (DHS) is guided by a simple of mission statement: “To help people become independent, healthy and safe.” As the state’s largest public agency, DHS oversees child welfare, senior and disability services, Medicaid and public health services. With a staff of 9,500 employees and a $10.7 billion budget, DHS serves over one million residents or Oregon. Solution Requirements Serving over one million citizens creates large volume of information on a daily basis. One DHS division, the Office of Medical Assistance Programs (OMAP), which manages Oregon’s Medicaid program, must manage communications with over 35,000 healthcare providers, including individual healthcare providers, managed care organizations, individual caretakers, as well as the federal and state government. In 2005, the leaders of OMAP faced serious challenges complying with the Health Insurance Portability and Accountability Act (HIPPA)—a set of federal guidelines governing electronic healthcare transactions. OMAP needed a solution to communicate electronically with thousands of providers. “We had 30 people manually tracking HIPPA compliance which introduced a lot of risk,” said Bill Crowell, Chief Information Officer of DHS. “People were not on the same page. They were using sticky notes, memory, spreadsheets, Access databases—anything they could get their hands on to track the case load. All the information was personalized and could not be shared and there was no reporting capability for management.” DHS and OMAP faced a tight deadline for HIPPA compliance or they would have to revert all transactions to paper. “We saw a need to manage a complex set of communications with a customer relationship management system,” said Crowell. “As a state agency, we knew the evaluation of a CRM system would take six months and the implementation would take another 12 months.” Going to Google and Finding Sugar Recognizing that DHS and OMAP could not wait another 18 months to have a CRM system operational, a System Architect within DHS looked to the web for a solution. The next day, he presented some exciting news to Crowell. “One of our Senior Architects went to Google and typed in ‘open source CRM’ and found SugarCRM®,” says Crowell. “He downloaded the application with full documentation 24 hours after our initial meeting. We knew we found a solution that had the features and the time-to-market we needed. We were excited” Immediately, Crowell’s team instituted a pilot of Sugar Open Source that ran for four months. The team found that the case management and collaboration components met the needs of its users. Providers noticed an improvement as well. “Soon after the SugarCRM roll-out, I started getting calls from providers commenting that we really seemed to be on the same page in terms of providing consistent responses and sharing information,” said Crowell. Turning to the Sugar Cube With the success of the pilot, Crowell’s team decided to expand the use of SugarCRM. DHS contacted SugarCRM and ordered two Sugar Cube™ Appliances, turn-key servers that come configured with the Sugar Professional. “We needed a solution that was secure, accessible, and easy-to-use,” said Crowell. “Sugar Cube met all the criteria.” Using the Sugar Cubes, DHS and OMAP delivered the near impossible: OMAP became HIPPA compliant and did not have to revert to paper-based transactions. “This was one of the great successes within DHS over the last year,” said Crowell. “We achieved HIPPA compliance, delivered a centralized and secure data set with reporting capacities that were extremely easy to use. We were expecting 60,000 claims per month that were electronic would go back to paper. With SugarCRM, we only had to process 37 paper-based claims. This was an enormously successful effort. We would have had to have hired hundreds of people to process the case load and the error rates would have been much higher.” Looking to the State House With the success of SugarCRM within OMAP, DHS is looking at other ways the organization can use SugarCRM to improve communications. As the Oregon state legislature convenes in 2007, DHS is looking to better automate communications with the legislature. Says Crowell, “We plan to use this application to track all the communications with state government. SugarCRM will be the central repository of all communications with the legislature. This system will help us speak with one voice.” We needed a solution that was secure, accessible and easy to use… Sugar met all the criteria.” — Bill Crowell, CIO, State of Oregon 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Public Sector Singapore’s first and only private university Focuses on advancing the learning of working professionals More than 6,500 students; all working adults and professionals Data visibility issues with key information locked in spreadsheets Home built solutions had become outdated and inflexible Lack of integration between phone system and CRM processes Sugar Enterprise as central system of record brought all data into one place Modern CRM provided needed flexibility, workflows and reports Open architecture made for seamless integration with telephony system Personalized interactions have raised service levels to record highs Sugar marketing capabilities have increased recruitment abilities Greater visibility into customer experience Founded in 1991, SIM University is Singapore’s first and only university dedicated to working adults, offering working professionals a wide range of quality degrees. Via 40 academic program offerings, SIM University has focused on providing business professionals with the opportunity to enhance their skills and acquire higher educational qualifications while balancing their career. Service With a Telephonic Smile When the customer office picks up the inbound service call, the LCD screen being viewed by the agent instantly displays the student’s information, allowing the agent to address the caller by their first name, and providing a warm greeting to a student that was expecting an otherwise mundane response. That’s exactly the experience SIM University wanted to provide its students with when it went shopping for a new CRM system to align with their CRM strategy. Other than providing critical performance metrics and tracking key CRM activities, SIM University needed to replace an outdated system of Excel spreadsheets and in-house developed applications with a flexible and customizable CRM system for marketing, and was looking for a solution that could easily integrate with its Alcatel IP PBX telephony system. The Open Source Answer After many rounds of discussions and presentations with various vendors, SIM University decided on engaging iZeno to implement SugarCRM® Enterprise edition for 25 of its users in the student recruitment and relation departments. SIM’s decision for SugarCRM was driven primarily by the solution’s ability to integrate with key existing applications and IP PBX solutions, the availability of source code to allow flexible customizations, strong reporting capabilities, and the local support and service provided by iZeno, a partner and provider of SugarCRM solutions in the Asia Pacific region. iZeno worked closely with SIM University’s IT team, and with Singapore Computer Systems, who was providing the Alcatel telephony system that SugarCRM Enterprise would integrate with. “Integration with Singapore Computer Systems’ IP PBX solution was critical to the success of this implementation,” says Benny Ng, director of sales and marketing at iZeno. “We leveraged Sugar’s open source functionality to build out the integration between the two.” An A+ In Customer Service Utilizing Sugar Enterprise has enabled SIM University to identify bottlenecks in resolving student issues and leverage Sugar’s Lead and Campaign modules for student recruitment, improving marketing ROI. The university now has a better understanding of student incidents based on issues or departments to improve service quality, and is leveraging the tight integration between Sugar Enterprise with Alcatel telephony system to increase customer satisfaction. “Using SugarCRM Enterprise, we’ve been able to take our service levels to new heights, and provide students with personalized interactions, content, and improved service as a result,” says Nancy Tan, Manager of Student Relations Department for SIM University. About SIM University SIM University is Singapore’s first and only private university focusing on upgrading and learning needs of working professionals and adult learners. SIM University has a rich education legacy, having evolved out of the highly successful SIM Open University Centre that has graduated more than 5,000 students since 1991. About iZeno iZeno is the premier provider of SugarCRM and Compiere in the Asia Pacific region, having deployed open source CRM and ERP solution for companies in Singapore, Malaysia, Thailand, Australia, and China. Working together with technology leaders like IBM, Oracle, and SugarCRM, iZeno provides best of breed open source technologies to improve key business process and lower cost of investment in technology. Using Sugar Enterprise, we have been able to take our service levels to new heights.” — Nancy Tan, Manager of Student Relations, SIM University 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Services Human Resources consulting and outsourcing firm Serves small business as well as Fortune 100 firms Based in Newark, DE Remote employees had trouble accessing customer data Security of outsourced HR data an issue when considering CRM system Lacked ability to link sales process to service delivery process Web-based nature of Sugar Professional enabled remote access for users Sugar deployed on-site to keep core data inside CBI Group’s firewall Integrated account and project management modules to link sales/service Streamlined sales and service delivery increased operational efficiencies Pipeline management in Sugar adds predictability to revenue stream CRM system a source of competitive differentiation in marketplace CBI Group is a human resources consulting and outsourcing company driven by customer demand and input. Simply put, every business has a strategy or plan. CBI Group impacts the “people side” of business strategy, helping customers achieve their business goals. CBI implements its human resource strategies internally as well, crafting a strong culture based on its “Outside-In®” philosophy that focuses on customer success and measurable business results. This approach has produced a great deal of success, with CBI Group being named one of the fastest growing private businesses in the Mid-Atlantic region. Solution Requirements Fifty percent of CBI Group’s workforce operates remotely, either from home offices or client sites. ACT, CBI’s existing contact management system, could not support this virtual workforce, so CBI management began evaluating web-based systems all employees could access. Additional criteria included finding a tool that enabled employees to do their job more efficiently, with a premium placed on user-friendliness. As a services organization, housing accurate customer and prospect data is crucial. In addition, effective project management is critical to the company’s success. If these three criteria—user friendliness, effective contact management and project management—were met, the last objectives of their CRM implementation would follow: sales force automation and the ability to generate reports. Vendor Selection The CBI Group team evaluated several CRM alternatives before settling on SugarCRM™. One key decision factor was that Sugar Suite™ could be demonstrated and downloaded online. This way, CBI Group could become familiar with the Sugar Suite application before making a purchase. After going through various demonstrations, Sugar was by far the right choice as it met all of the criteria CBI Group was looking for. CBI Group liked what they saw in Sugar Suite. “SugarCRM is a very intuitive system. It’s very easy to use, and the whole team grasped onto it,” says Judi Dorazio, Practice Leader, CBI Group. Managing Projects And The Pipeline As a services business, CBI Group derives its revenues from projects undertaken with clients, some of which are short-term and others which can last for years. For a CRM system to be effective, the company needed to ability to manage these projects and integrate projects with its sales pipeline. Before choosing SugarCRM, these processes were disconnected and could not be accessed by all CBI Group employees. Sugar Suite provides a single view of project and customer information, which gives CBI Group the ability to understand how projects are driving revenue. Says Dorazio, “The Project Management module is proving to be a very good tool for our Project Managers.” Reporting With Results With its CRM system integrated with its project management and high user adoption, CBI Group is gaining greater visibility into how the business is performing. Sugar Professional sales and project information guides executive meetings and helps to determine which direction to take the business. “SugarCRM’s sales automation functionality has done wonders for us,” says Dorazio. “It gives us real-time snapshots into our daily pipeline. There are times where we hold our sales meetings based entirely on the dashboard and pipeline reports generated from Sugar Professional™.” More Sugar Suite In The Future As CBI Group continues its growth, it plans to extend Sugar Professional to meet the changing demands of its business. With SugarCRM, CBI Group has found an application that does not get in the way of people doing their job. Instead, it makes their job a lot easier. “Overall, it’s a great tool that we plan to use more and more,” says Dorazio. SugarCRM gives us real-time snapshots into our daily pipeline. There are times where we hold our sales meetings based entirely on the dashboard and pipeline reports generated from Sugar Professional.” — Julie Dorazio, Practice Leader, CBI Group 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Services Provider of security solutions to financial, healthcare and government clients More than 100 ongoing customer engagements Based in Spokane, WA Difficulty managing sales operations for remote workforce Management lacked visibility into data locked in sales reps laptops Consulting projects difficult to manage without central system Web-based nature of Sugar Professional gave remote employees access Centralized data repository provided managers with complete view of data Workflow and other system tools streamlined consulting processes Expected increase in sales of up to 20% Centralized system boosting remote workers productivity On-Demand allows company to focus on strategic IT, not CRM maintenance E3 Technology, Inc., based in Spokane, WA, is a firm on the go. E3 delivers security solutions and other security-based technology services to organizations of all types. The consultants at E3 are always on the go. Therefore, the previous Act! databases that E3 was using to manage contacts were simply not enough to handle the needs of the business. Data was locked on individuals’ laptops, denying management any visibility into sales and project performance. Couple this with that fact that E3 is a virtual organization with associates working remotely in addition to the hectic travel – and it was clear a more robust and centralized solution was needed. “It was a big issue for us being a virtual office,” says sales manager Mike Leach. “We try to keep costs low and move that cost savings on to our customers to remain competitive.” Getting on the Same Page with Sugar Professional On-Demand E3 evaluated several CRM solutions as it looked to migrate from the several silos of information locked on employee laptops. The key criteria in selecting a CRM system were flexibility and web access, something Sugar On-Demand offered for E3. “Sugar simply fit what we were trying to accomplish in terms of flexibility and being a web-based application,” says Leach. E3 began by migrating its data stored in Act! into a centralized deployment of SugarCRM’s open source Community Edition, as a trial run. After Sugar proved to be the right web-based solution for E3, the company quickly upgraded to Sugar Professional On-Demand. The final deployment of Sugar professional only took a few days to complete, according to Leach. Making Sugar Fit the E3 Business While E3 initially rolled out Sugar in a very “out of the box” format, the company quickly made some simple customizations to better align Sugar functionality with E3’s unique practices. In the Opportunities module, E3 quickly customized the sales stages to fit its business sales cycles, providing a more relevant and predictable sales pipeline for the company. In addition, E3 is also using Sugar’s Project management tools to better align its services teams. By connecting sales operations to the actual projects and consulting services E3 provides, the company can allocate human resources more efficiently, Leach noted. A Big Boost in Sales Leach says that one of the greatest benefits to deploying Sugar is simply the fact that E3’s on the go consultants can access the application anytime, anywhere. Also, the web-based nature of Sugar Professional On-Demand means that E3 does not have to take time to install any software on its employees’ computers, nor does E3 have to maintain any of that software. All maintenance is handled through the On-Demand subscription agreement, which makes life easier for E3s administrators, but also allows E3 to concentrate on optimizing its core business, not managing software. And while the peace of mind achieved thanks to the no-maintenance On-Demand model are a welcome benefit, strong productivity gains are also a very welcomed advantage. “We expect to see a 20% increase in sales thanks to deploying Sugar,” Leach says. He notes this is due to the fact that Sugar offers more robust CRM, not simple contact management, allowing E3 to optimize opportunities and projects in ways it could not with its previous system. About E3 Technology Inc. The E3 Technology team fulfills many different security needs. Team members teach seminars on security defense and countermeasures to help technical professionals better understand information and network security. Our team works with examiners to help our clients meet regulatory compliance requirements. We continue to seek out and familiarize ourselves with the most cutting edge security software available so that we can keep our clients’ security needs cutting edge as well. The E3 team strives to build strong relationships with our clients and takes pride in knowing we are helping them secure their networks. We expect to see a 20% increase in sales thanks to deploying Sugar.” — Mike Leach, Sales Manager, E3 Technology 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Services I think we’re a better company for using SugarCRM.”
Global merger and acquisition intelligence firm Subsidiary of the Financial Times Group Based in London, UK with 500 employees worldwide Existing CRM system was unable to scale to company’s needs Inability to centralize data for global sales force Problem collecting subscriber data to build strong customer relationships Move to Sugar Professional enabled global user base to be on one system Enhanced user experience led to high adoption and stronger sales data Centralized sales data repository enabled deeper customer analysis High adoption of easier to use CRM increased sales productivity Ability to measure profitability among client base Ability to track and manage customer satisfaction Mergermarket is a global M&A data and analysis firm based in London, which sells this data via a subscription model to legal & advisory firms, investment banks, hedge funds, private equity firms, fund managers, and corporations all over the world. Mergermarket was using Goldmine, and realized they needed something a little more flexible, and with the ability to scale with their business. While decent for simple sales management – Goldmine didn’t allow Mergermarket to associate customer service issues with accounts, which led to confusion among support staff who didn’t know who they were dealing with. And, as an older product, Goldmine couldn’t be pushed out to Mergermarket’s global sales and marketing team from a single location over the web. So, Mergermarket turned to Sugar. Not only were they able to get their global user base of more than 140 users up and running on one system, but they also tapped in to reporting tools and other intelligence capabilities they were not getting with their old system. Today, Mergermarket is performing profitability analysis, linking back service calls to accounts to insure VIP customers are given priority, and Mergermarket is now able to gain better sales forecasts and bring predictability into operations by using Sugar’s reporting tools. As a company that understood CRM, and the basic value it brings, Mergermarket was able to take things to the next level, by leveraging the Sugar platform. I think we’re a better company for using SugarCRM.” — Mark Lissaman, CTO, MergerMarket 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Services Provider of outsourced software sales Customer include GE, IBM, Sun Microsystems, Oracle, Ericsson and EDS Offices across Australia and Singapore Contact data locked in silos on sales agent’s laptops or rolodexes Inability to share leads across agents and teams Zero visibility into customer acquisition success rate Sugar Professional centralized all contact and leads data Workflow rules enabled best practices to be shared across sales organization Reporting tools enabled instant visibility into win/loss data Increased follow up on leads lead to higher closed rates, increased revenue Collaborative sales environment increased customer satisfaction Win/loss reports enables company to focus on problem areas Moss & Hooper, a leading provider of outsourced software sales, consulting and executive recruitment in Australia, has some strong opinions about how to manage customers and drive sales performance. Indeed, their dedication to customer success has made them a trusted partner to enterprises of all sizes across Australia. Yet, even sales experts have only so many hours in a day. With no formalized system for managing opportunities and accounts, Moss & Hooper began to evaluate a variety of CRM applications to increase sales performance. Moving Away From the Little Black Book Moss & Hooper’s competitive advantage stems from the deep professional relationships its sales professionals have built during their careers. Most of those contacts resided in individual rolodexes or “little black books” which the salespeople depended on for new and existing business. Unfortunately, this siloed approach prevented Moss & Hooper from being able to share leads, opportunities and account plans across individuals. It also made it difficult for the company to report to its clients about the success rates of opportunities and expected revenue the firm would generate. Choosing the Right Model Moss & Hooper decided it was time to institutionalize more effective selling processes and information sharing. The company focused on implementing an easy-to-use, cost effective CRM system that would not require IT expertise or resources. The primary decision criteria were availability and flexibility. In terms of availability, Moss & Hooper wanted to ensure minimal downtime. Choosing a provider in the United States would introduce risk of downtime at inopportune times for the Australian firm. Multi-tenant CRM providers often shut the system down on Sundays for maintenance and upgrades. This outage would have a detrimental effect for Moss & Hooper, as their service would be interrupted on Monday mornings, just as the team was preparing its weekly activities. Moss & Hooper decided to partner with an Australian firm if possible. The second criteria—flexibility—was just as important. As experts in the field of sales management, the Moss & Hooper team has strong opinions regarding sales processes and methodologies. Thus, their system would have to offer easy customizations to fit the business, as opposed to the other way around. Finding Regional Advantage With Insightful Customer Relations After a thorough analysis, Moss & Hooper selected Insightful Customer Relations, a premier solutions provider for SugarCRM® to manage their implementation of Sugar Professional. Insightful mapped out how SugarCRM could benefit the Moss & Hooper team. It quickly became clear that the solution provided by Insightful would meet the company’s requirements. “SugarCRM provided more flexibility and reliability for us than the proprietary packages available on the market” says John Quinn, Managing Partner, Moss & Hooper. Insightful Wins Over the Skeptics Throughout the implementation, Insightful focused on incremental adoption to ensure Moss & Hooper employees became comfortable with the system. As users became more comfortable with SugarCRM, the Insightful team introduced more advanced functionality. Insightful customized the sales processes within Sugar to reflect how Moss & Hooper interacts with customers. “Some of our sales reps have been in the industry for 20+ years, and have strong feelings about how things should be done,” says Quinn. “Convincing them was a combination of reinforcing the benefits of the system, while implementing policies that made it difficult to avoid. If a lead isn’t registered in the system by a sales rep, then it’s up for grabs for anyone.” The ease-of-use of Sugar Professional soon became apparent to the skeptics within the company. The product’s intuitive design and quick response times won over the team. “It was impressive to see how quickly the Moss & Hooper team picked up on the system,” says Marc Englaro, Principal Consultant, Insightful Customer Relations. “The Moss & Hooper employees are expert salespeople so they do not have much patience for projects that won’t help them do their jobs better. With SugarCRM it was a match made in heaven.” A Complete Sales Force Automation Solution Insightful’s approach with Sugar Professional delivered immediate benefits to the customer in the form of better collaboration. Sales representatives no longer guard their leads and contacts. Instead, though information sharing, Moss & Hooper employees were able to deliver improved customer satisfaction. This collaborative environment is now evident during sales meetings which have become more focused on solving customer problems as opposed to dealing with sales processes. Finally, Moss & Hooper improved its relationships with clients through stronger reporting that outlined how the company was delivering business results. “We have complex relationships with a variety of clients,” says Quinn. “With SugarCRM, we have much better follow-up on leads and are closing more opportunities.” With Sugar, we have much better follow-up on leads and are closing more opportunities.” -—John Quinn, Managing Partner, Moss & Hooper 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Services Provider of mathematical and analytical consulting services Customers include OMD Worldwide, Unilever, Clear Channel and Fox Based in Rotterdam, Netherlands and spreadsheet approach to CRM hampered inter-office collaboration Unique business model requires custom processes Inability to enforce processes among sales teams Sugar Professional centralized all sales and marketing data in one place Flexible nature of Sugar enabled custom processes and workflows Single system ensures all agents are following best practices Centralized CRM system increased sales productivity Improved customer retention due to greater visibility across touch points Reporting tools enable more informed decision-making For fourteen years Pointlogic has grown its customer base and reputation by enabling companies to make smarter decisions. Headquartered in Rotterdam, Pointlogic specializes in innovative consulting services, mathematical modeling analysis, and implementation of software solutions. Pointlogic serves customers of all industries—offering diverse services and solutions all aimed at optimizing corporate efficiency by leveraging cutting edge mathematical analysis and trending. Pointlogic now operates regional offices in New York and London which enables the firm to better serve media and advertising moguls such as Ogilvy & Mather, J Walter Thompson, Fox, OMD Worldwide, and Clear Channel. In Search of CRM Pointlogic has quickly grown to become a consulting innovator by assisting companies of all types in improving and restructuring existing internal systems and decision making processes. With a growing customer list and the opening of multi-national regional offices, Pointlogic began to realize that they could also be better served by improved internal systems. “We were managing customer information in Excel spreadsheets. It was obvious we needed a fully functional and web based CRM solution to allow our multiple offices to better collaborate on key accounts,” says Sjoerd Mostert, Co-Founder and Director of Pointlogic. A Helping Hand Pointlogic’s knowledge of the challenges of implementing new internal solutions led Pointlogic to enlist the help of Outdare, the Dutch leader in Open Source business solutions. “We knew we would be in good hands as Outdare has a solid reputation of best in class CRM implementation, configuration, consultancy, training, and customization,” says Mostert. Implementation and Customization With Outdare’s help, Pointlogic rolled out Sugar Professional™ to its management and sales teams. Pointlogic immediately found Sugar’s easy to use interface to be the key factor in allowing multiple departments and offices to adopt the system. After an initial successful rollout, Outdare audited how Pointlogic was utilizing the system and offered a list of key customizations that would improve company efficiency even further. “Pointlogic was very happy with the increased efficiency and collaboration that SugarCRM® was providing them. However Sugar’s open source architecture allowed us to do even more by allowing us to customize various fields and workflows to be industry specific,” says Bart van Maarseveen, CEO of Outdare. CRM Optimization With Sugar fully implemented, adopted, and customized, Pointlogic continues to thrive in the highly competitive consulting industry. The sales organization is now able to better collaborate on closing and retaining new business by being more pro active in handling customer inquiries. Management utilizes Sugar to review the sales pipeline and also uses Sugar’s advanced reporting for in-depth research into its growing customer base. Sugar’s reporting module now serves as a key factor in many important corporate decisions now that Pointlogic has the data to backup educated guesses on strategic decisions. “We were so busy helping other companies be more efficient and smarter in their decision processes, we forgot that we also had some room for improvement. Everyday Sugar helps multiple employees a little bit with their daily performance and when you add all of that up, it is extremely significant,” states Mostert. About Pointlogic Pointlogic’s aim is to help our clients to make better business decisions. We work together with clients, applying fresh, analytical thinking to problems. We then use powerful mathematical modeling to generate insight into clients’ choices. Finally, and critically, we deliver concrete, software-based solutions that clients can action and distribute across internal and partner networks.For more information please visit About Outdare Outdare is an Open Source expert and known for delivering web based Open Source solutions for the Dutch market. Outdare has unique expertise in implementing SugarCRM for both international businesses and governmental organizations. The business unit Outdare CRM offers a full menu of CRM services such as implementation, configuration, consultancy, training and customization. For more information please visit Everyday Sugar helps multiple employees a little bit with their daily performance and when you add all of that up, it is extremely significant.” — Sjoerd Mostert, Co-Founder, Pointlogic 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Services Provider of part-time virtual administrative assistant services Helping small and medium sized businesses since 1985 Based in New York, NY Difficulty tracking several data points around outsourced HR model Could not provide system access to home-bound employees Required additional tracking of agents through online social media services Sugar Professional’s flexibility allowed Solvate to keep all data in one place Sugar On-Demand model provided web-access for home-based agents Simple integrations to Twitter and other tools enabled social media tracking Single system speeds contract and billing cycles for Solvate Heavy user adoption increased virtual agent productivity Reporting tools enable Solvate to optimize invoicing process to drive revenue Problem: Required a CRM platform that could be hosted "in the cloud," but flexible enough to customize and mold to fit the company's needs Strong integration with Web 2.0 to allow for a virtual work environment for its home-based virtual assistants (Vas). Solution: Started with Sugar Community Edition, upgraded to Sugar Professional for added functionality Customer modules has given Solvate the ability to track work time, expenses, and other HR-related activities of VAs through Sugar Professional Integration with Quickbooks, and VoIP has allowed Solvate to migrate customer administration work and call lists into Sugar Professional. Thanks to integration with Twitter, Google Apps, and other social networking tools with Sugar Professional, Solvate is able to communicate, track, and manage their workforce of home-based VAs. SugarCRM has proved to be the platform on which we can build the company around.” — Julie Ruvolo, Co-Founder, Solvate 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Services Contact center outsourcer Provides low cost, nearshore alternatives for customers Located in Newfoundland and Labrador, Canada Existing CRM system was inflexible and could not scale Remoteness of location required reliable, on-demand CRM system Needed CRM system to be closely tied to existing telephony system Sugar Professional offered a scalable, flexible alternative Sugar Professional On-Demand requires little on-site maintenance Flexible architecture allowed for deep telephony integration User interface has improved call handling times Low maintenance of Sugar On-Demand a minimizes strain on rural IT staff Transition to Sugar took five hours – with no site visits needed Located along the eastern fringes of Canada and within the frigid waters of the North Atlantic, the island of Newfoundland won’t be confused with India as a major outsourcing hotspot anytime soon. But thanks to the development of software-as-a-service (SaaS) and cloud computing, the concept of locating virtual call centers within the rural bastions of North America has become achievable, and for one SugarCRM customer, a reality. For Tacamor, a provider of nearshoring call center services based in Newfoundland, the combination of SugarCRM’s open source architecture and on-demand offerings, combined with the company’s telephony infrastructure, has proved the perfect fit for operating a low-cost, virtual call center and providing clients worldwide with superior customer service. Virtualizing a Rural Call Center While Newfoundland isn’t considered among the world’s outsourcing hotspots, Tacamor’s CEO Ken Hann underscores the value the region provides in terms of employment and resources. “Rural areas are great for call centers since the population is comprised of well-educated, hard working, friendly, customer service-oriented people,” he says. “People that live in rural areas like the lifestyle and lower costs and want to stay there. We have a loyal and dedicated workforce, so we don’t have the high turnover rates amongst our CSRs like most call centers do.” The key was arming this dedicated workforce with a new IT infrastructure. Beginning in the spring of 2008, Tacamor went to market to select a new CRM suite solution to replace its existing one, and to find a new telephony product to integrate it with. After considering the results of several RFPs, SugarCRM On-Demand was selected in March as the desktop CRM solution, with ShoreTel providing the back-end IP phone system to handle incoming calls. To integrate the two, Tacamor turned to Performance Advantage, a Toronto, Canada–based independent consulting firm and SugarCRM partner that among other attributes, specializes in assisting clients with constructing virtual call centers, says Jim Love, a managing partner at Performance Advantage. “The idea of running a virtual call center has been around for a long time, but the technology has only recently existed to do it in a cost-effective manner, opening up those capabilities to SMBs,” he says. “Such was the case with Tacamor.” This ability would be an important factor with the SugarCRM implementation at Tacamor, because the same rural attributes that enable Newfoundland residents to literally cut across a field to reach Tacamor’s call center can also present challenges in terms of installing and maintaining the center’s infrastructure. As a result, it was imperative that the new CRM solution be easy to install and maintain. “Getting to Newfoundland isn’t the most direct trip in the world,” Love jokes, “but that didn’t prove an issue. We never had a single employee on site. The guys from another vendor kept asking us when we were going to come out. I kept telling them ‘we’re not.’ At first they were skeptical.” Love may joke about other people’s reaction to running a virtual, Web-based business—but he’s all seriousness when it comes to executing on that vision. “Performance Advantage doesn’t just talk about the advantages of a web based enterprise—we live our vision of the virtual enterprise. And Sugar CRM is a big part of that vision.” The transition from the previous CRM solution to Sugar was completed in 5 hours, which included rigging the data, converting it for use for Sugar Professional and making the cut over in real time. “We started around midnight and were back up and running by 6 A.M.,” Love says. To connect with their phone system, Love’s team built a custom SOAP interface via SugarCRM’s protocol architecture, allowing incoming calls to automatically populate customer accounts within Sugar Professional. The Results Tacamor now has 60 users using Sugar Professional™, serving clients that store customer records ranging from just a few hundred to one client who has tens of thousands. “It’s got to be scalable and it needs to be flexible,” Hann says, referring to any desktop application a CSR would use. “Every client wants to be able to do something different, so as an outsourcer, you need to have something flexible enough to match those needs.” In addition, Hann says that SugarCRM’s user interface was another benefit. “The product is intuitive. Our CSRs were able to pick it up in just a few days.” Finally, the minimal strain on infrastructure is another benefit his IT staff has seen. “Access to highly certified IT engineers is limited in a rural area,” he says, “so we needed a solution our small IT staff could maintain. SugarCRM and ShoreTel have provided us with an affordable, flexible call center infrastructure,” Hann says. “What was once only fair game for enterprises has now become accessible to SMBs thanks to solutions such as these.” About Tacamor Tacamor is a nearshore customer service call center delivering great service, reduced costs and increased customer loyalty. Tacamor’s mission is to provide our clients with exceptional call center service that will improve their profit margins by retaining more and happier customers, increasing sales and reducing costs. About Performance Advantage Performance Advantage is a consulting company based in Toronto, Canada. We focus on helping companies achieve breakthrough levels of corporate performance. That means helping them develop and execute customer focused strategies, supercharging their business processes, developing high performance teams and leveraging information technology. The product is intuitive. Our CSRs were able to pick it up in just a few days.” — Ken Hann, CEO, Tacamor 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Services Provides listings, news and reviews for Broadway and Off-Broadway theater Also manages online ticketing for performances Based in NY, NY TheaterMania serves more than 40 markets Difficulty tracking advertising and marketing campaigns across regions No connection between web site visits and customer sales Little insight into sales pipeline Campaign management tools in Sugar Professional automates campaigns Web-to-Lead forms turn casual web visitors into sales leads Reporting tools provide sales pipeline and other insight into operations TheaterMania can now measure marketing effectiveness of campaigns Reporting tools have helped inject predictability into sales projections Streamlined advertising order process in Sugar shortens ad sales cycle Business Issue: TheaterMania needed improved transparency between tracking both its advertising clients and ticketing clients across sales and marketing. Problem: TheaterMania was looking for a CRM system that could allow them to create and track multiple ad and marketing campaigns across different regions Web-to-lead functionality for lead capture from their Website, banner ads and direct mail Reporting capabilities for ad campaigns as well as for forecasting and sales pipeline information Solution: Sugar Professional was selected for its ease of customization, on-demand deployment model and marketing and reporting functionality TheaterMania is using Sugar Professional to generate custom reports, Web-to-lead and online ad campaigns and for order and document management ROI: TheaterMania is now tracking the effectiveness and ROI associated with their Web-to-lead and marketing initiatives Management has increased visibility into marketing and into the sales pipeline via improved reporting Customizations: TheaterMania is developing custom reports for ad campaigns and sales The company made customizations to generate campaign agreements and insertion orders within accounts Sales altered the search features in Sugar Professional to allow end-users to search for an account from a lead Sugar Professional was customized for document management within the Accounts module Integration: Integration with Outlook via Outlook Plug-In About TheaterMania Founded in 1999 to connect the theater industry with a mass consumer audience, TheaterMania.com features comprehensive listings, news, reviews, interviews, video content and online ticketing for Broadway, Off-Broadway, Off-Off-Broadway and theater nationwide. TheaterMania.com provides listings and editorial coverage for over 40 markets, widely distributes free newsletters and special offers to its subscribers. In addition, TheaterMania.com provides online marketing programs to performing arts organizations, and provides box office, telephone, and online ticketing services to clients across the nation through its proprietary ticketing systems. Website: Sugar Professional has given us the tool to build our sales and marketing initiatives around.” —Darren Sussman, President, TheaterMania 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Services One of New Zealand’s largest contractors Serves both public and private companies across the Asia Pacific region Based ion Manukau City, NZ Company finding it difficult to manage employee and customer growth Manual processes were time consuming and complex Lack of insight into customer purchase history Sugar selected due to its scalability and flexibility Custom quoting and invoicing tools in Sugar replaced manual processes Integration with accounting system linked sales activities to purchase data Centralized system has increased productivity across the company Automated quoting system reduces errors Accounting and CRM integration shortens time to cash For a company in the access business, Total Access Steel’s computing setup was hardly a model of accessibility. Until it implemented a customer relationship management (CRM) system earlier this year, the south Auckland company’s work scheduling software could only be accessed by managing director Harley Taylor, on whose laptop it was installed. That was fine until about 18 months ago, when the four-year-old business underwent a growth spurt, with headcount more than tripling from four to 15, and orders going up accordingly. “It was just hopeless,” Taylor says. “Our accounting package was MYOB but our scheduling, quoting and paper trail was all running through my computer.” Orders and delivery schedules for the scaffolding supplier, whose customers range from big construction companies to painters, were recorded in the iCal calendar that is a standard feature of Apple computers. From Manual Order Entry to Automated Success When Taylor took on a 50:50 partner in the business a year-and-a-half ago, the manual quoting and booking system could no longer cope with the volume of work. He contracted 10-year-old Auckland company TEIQ to implement SugarCRM, on the recommendation of an existing TEIQ customer. And since the software is Web-based, Taylor no longer has to be dislodged from his laptop for other staff to access the work schedule. SugarCRM has both a free open source version and commercial editions. Total Access decided to with the free open source edition, Sugar Community Edition. As a result, Total Access has no license fee for its use. After the initial development and deployment costs, Total Access allows TEIQ to host Community Edition themselves and simply pays a monthly Web-hosting fee. The software has numerous features, of which Taylor says he is still just scratching the surface. Its sales force automation function includes contact management, account management, forecasting and contracts, all of which centralizes what amounted to piles of paper for Total Access. The Results In pre-CRM times, with Taylor frequently on customer sites delivering and erecting scaffolding, orders would be recorded in a quote book for entering into iCal when he was back in the office. The quote book hasn’t been thrown out, but now estimates are prepared in Sugar Community Edition, and when a quote becomes a firm order, all the details are already in the system. Any employee with a log-in can then see when jobs are scheduled and what the equipment and manpower requirements are. A key benefit is speeding up Total Access’ invoicing. Before implementing SugarCRM, Taylor would spend a day a month going through iCal to remind himself what jobs had been done before manually entering them into MYOB to generate an invoice. Once he has got to grips with the CRM’s sales data export functionality, he will be able to transfer records of completed work into MYOB without having to rekey them. “I’d like to press a button, have it [SugarCRM] analyze all the data and spit out an invoice.” SugarCRM has effectively “de-risked” Total Access’ business, says TEIQ director James Beamish-White, with the hosted solution providing backups and security, without the business being dependent on a single laptop. By automating records of customer transactions and making them shareable, billing no longer relies on Taylor’s recollection of the month’s work. “It means the managing director doesn’t have to be the only person who knows everything that needs to be billed each month,” he says. The system has streamlined the quoting, order-taking, scheduling and invoicing functions, and Taylor says once enough time goes by, the company will have collected enough data to provide useful business performance information as well. SugarCRM’s case management feature centralizes each customer’s dealings with the company, allowing Taylor to see how jobs have been handles, making it easier to keep customers happy. “I’m still not 100 percent familiar with what SugarCRM can do,” Taylor says. “We’re sort of learning it as we go.” In the meantime he’s confident Total Access is getting a return on its CRM investment through improved access to information, and the efficiency that goes with it. About TEIQ TEIQ was founded in 1999, originally under the name ‘Internet Related Information Services’ or IRIS for short. Originally focused on being just a Web design company, TEIQ recognized the lack of integration between graphic design and applications, and also saw the lack of specialist e-commerce infrastructure consultancy. In 2005, the company rebranded as TEIQ and now builds Web, mobile and integrated solutions and is now SugarCRM’s only partner in New Zealand. SugarCRM has effectively de-risked our business and improved our quoting, order taking and job scheduling.” — Harvey Taylor, Managing Director, Total Access 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Services Provides strategic practice planning for doctors and dentists CEO Greg Stanley has spoken to more than 18,000 health professionals Based in Scottsdale, AZ Various customer databases lead to lack of visibility into customer base Fast development pace led to informal and undocumented sales processes Lack of adoption of previous CRM initiatives Sugar now a central hub for all customer information and interactions Flexible nature of Sugar allows Whitehall to develop faster, for less Intuitive user interface drove adoption of the Sugar system Development times and costs cut in half thanks to flexibility of Sugar Total user adoption has driven user productivity Positive return on investment achieved in a matter of months Founded in 1981, Whitehall Management provides doctors marketing and business consulting services to grow their practices and allow doctors to focus on keeping people healthy. Whitehall helps practices by offering technology and consulting services as well as seminars that focus on growing and sustaining a successful practice. Whitehall services include outbound marketing services such as web site development and direct mail campaign. In Need of CRM As Whitehall’s business continued to grow, so did the techniques for storing customer data. “Some of our employees were using ACT!, while many were using Outlook and spreadsheets. We needed a central hub for all of our customer data as well as defined internal processes to communicate with customers more efficiently,” says Gary Bennett, Chief Operating Officer, Whitehall Management. Selecting SugarCRM® Whitehall conducted an extensive CRM search led by Bennett, who had past experience in the CRM industry. Although many solutions were considered, Whitehall opted for Sugar because of the control the company would gain from an on-site deployment and the affordability of the SugarCRM solution. Whitehall was also attracted to the open source software development method. “I kept hearing great things about Sugar. And knowing that it was an open source solution with a sizeable and vibrant community assured me that the product would never get stale,” says Bennett. Seamless Adoption Whitehall rolled out Sugar to its sales staff but quickly decided to extend their deployment to include their marketing department as well as their web development team. Whitehall knew that rolling out a new CRM solution to three different departments using the application for different purposes would be a tall task. To ensure an optimized and expedited implementation and adoption period, Whitehall decided to enlist the help of Sugar University as well utilizing the extra assistance of having Extended Support. With the added assistance of Sugar experts, Whitehall has quickly adopted and embraced Sugar as a helpful tool to help employees in any department with their day to day operations. “We have had absolutely no issue at all with adoption across our organization. It’s been quite impressive.” ROI In Weeks Whitehall’s successful deployment of Sugar across three departments has been recognized throughout the company as a huge success. In particular, the web development team has reduced implementation times due to the collaboration and information-sharing features of Sugar Professional. “The development process is all being driven by Sugar now. Since implementing we have been able to cut our development cycle costs in half and have achieved a positive ROI in a matter of months,” says Bennett. Whitehall plans to further extend its deployment across other departments and to integrate SugarCRM with their VoiP system from Fonality. Just as Whitehall helps their customers grow their practice, Sugar has been essential in allowing Whitehall to focus more on what it does best. About Whitehall Management Whitehall Management provides strategic practice planning for doctors and dentists across the United States. By offering a blend of consulting serviced, educational seminars, business themed cds, as well as professional services, Whitehall allows doctors to focus on what they do best. For more information please visit We have had absolutely no issue at all with adoption across our organization. It’s been quite impressive.” — Gary Bennett, COO, Whitehall Management 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Services Provider of online learning and recruitment solutions Key customers include McDonald’s, Vodafone, Johnson & Johnson Based in Sydney, Australia A spinoff from parent firm; needed to have 40 staff up and running fast Needed to minimize costs associated with maintaining CRM system Existing employees were using varied systems, causing data visibility issues Sugar Professional On-Demand up and running in 90 days On-Demand delivery model minimized maintenance issues Web-based system unites multiple offices and teams on single system Campaign management shortens lead to opportunity cycle for sales Sales productivity increased with efficient, centralized processes Reporting tools create more accurate forecasts and more predictability A Focus on Flexibility Resulting from a number of key acquisitions and the desire to consolidate its services, the Workstar brand launched in early February Offering a full learning and development solution set, Workstar provides superior integrated online learning solutions, accredited training, consulting services and custom content solutions to people and businesses of all sizes. Leading employers use Workstar’s award winning technology, learning content, training and consulting services to deliver increased sales, productivity and compliance, whilst reducing their training and recruitment costs. They have been awarded major national and international multimedia projects in education and training, and have also received global awards recognition. Creating Visibility With offices in Sydney, Melbourne, Brisbane, Perth, Adelaide, Hobart and Launceston and the recent integration of 3 different businesses it was important to set up a system managing all customer relations. “We needed a system that put everyone on the same page,” says Carl Gunther, CEO of Workstar. “We needed a single system to get that single view of the customer and create visibility between all the different regions and departments.” Avoiding the Hidden Costs When evaluating their current and different CRM systems, the Workstar management decided they needed an application that could be used by sales and marketing teams and could be easily customised to meet their specific needs. After careful consideration, Workstar enlisted the services of Insightful Customer Relations, SugarCRM® premier solution partner, headquartered in Sydney. Insightful helped Workstar map their business processes to key functional requirements and implemented Sugar Professional™ On-Demand for 40 sales and marketing users. The implementation went over the duration of 90 days. Achieving a Single View With SugarCRM, Workstar found a system that matched their business requirements. “With SugarCRM, we were able to incorporate all users, despite their disparate needs, working effectively with a single system” said Gunther. “We have been able to reduce the manual effort involved with creating accurate reports on sales pipelines.” SugarCRM allows Workstar’s marketing team to create and execute campaigns based on the latest information and deliver those leads to sales in a short amount of time. The sales team have been able to achieve a better understanding of their opportunities and can work more efficiently on the deals that are most valuable to the company. “With the help of Insightful and SugarCRM, Workstar has a better view of its marketing and sales opportunities,” says Gunther. About Insightful Solutions Insightful Solutions is a specialist SugarCRM solutions provider, focused on helping clients across Australia and New Zealand grow revenue and profitability through improved customer relations supported by interfacing a SugarCRM system with existing processes and infrastructure. Insightful provides professional implementation, customisation, training and support services, and offers both hosted and on-premise solutions. To learn more about Insightful Solutions, call (Aust) or (Intl) , or visit With SugarCRM, we were able to incorporate all users, despite their disparate needs, working effectively with a single system.” — Carl Gunther, CEO, Workstar 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Manufacturing Manufacturer of plastic packaging solutions InduPlast’s products used with pharmaceuticals and other consumer goods Based in Bolgare, Italy Multiple silos of customer data hampered collaboration and support efforts Lack of central, well updated system led to stale customer data Order management process was a manual, lengthy procedure Sugar Professional used as a central hub to link sales and support Sugar reporting tools give real-time in sight into customer data Integration with order management tools streamlined processes Reporting data enables induPlast to make critical business decisions Streamlined order process created operational efficiencies Greater ability to support customers increased satisfaction levels Problem: Induplast had multiple silos of customer information which hindered Induplast's ability to collaborate when solving customers' problems Informal methods of tracking information often led to decisions being made using stale data Induplast was in need of a CRM system that could be integrated and customized with existing systems to streamline the order processing and manufacturing processes Large amounts of s made it difficult to share and save customer information between Microsoft Outlook and CRM system. Solution: Induplast uses Sugar as the system of record for tracking customer communications and account information Sugar's real time tracking allowed Induplast to make critical decisions based on current information. Sugar Plug-In for Microsoft Outlook allows users to manage Sugar information from within the familiar Microsoft Outlook user interface OpenSymbol was able to align Sugar with Induplast's existing systems to allow management better visibility into the manufacturing process Quick Facts Company Description: Leading manufacturer of plastic packaging solutions for consumer goods such as cosmetics, toiletries, pharmaceuticals, and food items Founded: 1958 Headquarters: Bolgare (BG), Italy Employees: 70 Solution: Sugar Professional On-Site Implementation Partner: OpenSymbol srl About Induplast S.P.A. Founded in 1958, Induplast has been a leading manufacturer of plastic packing solutions for pharmaceuticals, cosmetics, toiletries, and food items. Induplast leverages cutting edge technology and its vast experience to help companies brand their products with innovative marketing concepts. Website: About OpenSymbol Based in north of Italy, Open Symbol is a certified SugarCRM partner helping companies implement and optimize a variety of Open-Source technologies. OpenSymbol has helped companies of all size and industry grow their business by adopting and utilizing Open-Source technologies. For more information please visit Sugar allows us to monitor market trends and key customer accounts based on real-time data.” — Simona Leidi, Director of Finance, induPlast 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Manufacturing Develops, manufactures and sells sealing solutions for cables and pipes Customers include oil and gas companies, telecoms, utilities firms and more Headquartered in Kalrskrona, Sweden Dispersed regional offices not on the same page Various languages and geographies made it hard to choose a single CRM Custom business processes hard to track and manage Deployed Sugar Professional in hybrid On-Demand and On-Site model Standardized sales, marketing and project management across company Flexible workflows allowed for streamlined process automations Operational cost savings due to not having to manage multiple systems Productivity gains in sales and marketing thanks to streamlined processes Reporting tools provide management insight across business regions Problem: Roxtec required a cost-effective solution that could be customized around specific business processes and allow workflows to be built into it. The system had to be flexible enough for both on-site and vendor-hosted deployments to address business requirements Solution: Deployed Sugar Professional in a hybrid deployment model in offices throughout North America, Europe, and Asia; 200 users total Deployed Sugar Professional On-Demand throughout Europe and North America and Professional On-Site in China due to language barriers and Internet speeds. Has standardized on Sugar Professional across the company for sales, marketing, campaign management, pipeline and reporting, and project management. Quick Facts Company Description: Roxtec develops, manufactures, and sells complete sealing solutions for cables and pipes. Headquarters: Karlskrona, Sweden Founded: 1990 Customers: Roxtec provides customers throughout the world with safe and cost-effective solutions, whenever and wherever cables and pipes are installed. Customers include oil and gas companies, telecom companies, power and utility businesses, construction companies, and more. Solution: Sugar Professional About Roxtec Roxtec develops, manufactures, and sells complete sealing solutions for cables and pipes. Pioneering modular-based seals are the base for their rapid and sustainable growth, but the positive trend is first of all built on committed people, strong values, and a clear customer focus. The ability to deploy a hybrid model combining on-site and hosted models across offices throughout the globe has proven invaluable.” —Matthias Bruck, IT Manager, Roxtec 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Manufacturing Provides specialized equipment in the appliance and automotive industry Customers include Toyota, GE, Carrier, and Mercedes-Benz Headquartered in Dayton, OH Disparate systems made it difficult to manage customer relationships User adoption of past CRM systems was unsatisfactory Difficulty associating price quotes with customer records Sugar Professional unified all customer data in a single place Intuitive user experience led to strong adoption across the business Integrated quoting module led to seamless lead-to-order process Estimated savings of $18,000 annually over previous CRM solution Fast ramp up time of one week Competitive advantage in ability to link international offices on one system Founded in 1946, Sterling PCU provides specialized equipment to the appliance and automotive industry. Sterling’s refrigerant and fluid processing systems can be found in the manufacturing and assembly facilities of the best-known companies in the world, including Mercedes-Benz, Toyota, Caterpillar and General Electric. With its long and distinguished history comes a long and extensive record of customer relationships, many of which were being stored in , spreadsheets and disparate databases. Sterling’s management knew this problem needed to be resolved, but they did not want to spend the time and money deploying an application they would not use. Sterling’s expertise is in integrating and delivering complex manufacturing systems, not deploying enterprise applications. Solution Requirements Sterling PCU decided to use salesforce.com Professional, a hosted software application that provides sales management capabilities. The attraction to Salesforce was the supposed low cost and no hassle of renting rather than owning software. salesforce.com addressed Sterling’s basic needs, but Sterling management soon realized the hidden costs of the salesforce.com were no bargain. “Things were fine with salesforce.com until we tried to do a second database back-up,” says Christopher Edwards, General Manager of Sales at Sterling PCU. “That is when salesforce.com started to charge us an arm and leg for backing up our own data. It’s just not acceptable. It is our data, they do not own it, we do.” Making anything more than cosmetic customizations to salesforce.com threatened the other arm and leg. “You do not want to know how much money we spent on Salesforce customizations,” he says. Sterling executives determined they needed to find another solution—fast. Vendor Selection Sterling knew they wanted to continue to host their CRM application, but did not want to spend their entire IT budget to make the solution work. “Believe me, we have a lot of priorities in IT, but a very finite budget. Any money we did not use on CRM could be put to good use somewhere else,” says Edwards. After an extensive review, the Sterling team decided to standardize on Sugar On-Premise. At $239 per user, Sugar On-Premise is less than one-third the cost of salesforce.com Professional, which is $780 per user. The company expects to save an estimated $18,000 annually with Sugar On-Premise. Providing a Single View of Customer Interactions After Sterling received their data from salesforce.com, the company was up and running in less than a week. Edwards call Sugar Suite an “elegant solution” for managing customer relationships. The Sugar team helped Sterling implement enhanced quoting functionality, a key customer tracking feature for a company that needs to manage relationships across hundreds of companies in five (5) continents. Now, Sugar Suite provides an end-to-end view of customer interactions, including contact, opportunity and account management for managing sales to case management, project management and bug tracking on the customer support side. Sterling uses the Sugar Plug-in for Microsoft Outlook to connect communications with its customer repository within Sugar Suite. More Flexibility For a Changing Business As the company ties Sugar Suite even deeper into the company’s operations in the coming year, it may move from the Sugar On Demand offering to Sugar On-Premise to connect the application more closely with its ERP system. SugarCRM offers flexible deployment options, where companies can move between a hosted or on-premise solution seamlessly. With the Sugar source code visible, Sterling will be able to easily make customizations and modifications that connect Sugar Suite across the company. Also, Sterling is planning to take advantage of SugarCRM’s multilingual capabilities and offer its international colleagues the same version of sugar Suite in German and Mandarin. The Sterling team describes themselves as “tickled pink” with the SugarCRM solution. The team loves the value and the flexibility that the application provides. “We moved from salesforce.com to SugarCRM because Sugar gives us twice the functionality at half the price,” says Edwards. “SugarCRM also gives us the flexibility we need to grow as a business. We are using Sugar On-Demand now but will most likely move our customer assets to Sugar On-Premise in the future. salesforce.com cannot provide us that kind of flexibility.” Award Winning Results Sterling PCU won the 2006 Selling Power Sales Excellence Award for Best CRM Implementation and User Adopton, which recognized the company’s high levels of user adoption and business results using SugarCRM. Sterling’s use of SugarCRM stood out because the company was able to automate complex and lengthy business processes within SugarCRM while achieving user adoption levels of over 90 percent. “We are honored to receive the Selling Power Sales Excellence Award,” said Christopher Edwards, General Manager of Sales and Marketing, Sterling PCU. “It is a fine recognition of an incredible partnership between Sterling PCU and SugarCRM. The customer service SugarCRM provides Sterling PCU is top-shelf; their product, out-of-the-box, is unbeatable; their professional services—on-time and on-budget. In a nutshell, SugarCRM values PCU as a customer, before, during and after the sale.” The customer service SugarCRM provides Sterling PCU is top-shelf, their product, out-of-the-box, is unbeatable, their professional services—on-time and on-budget.” — Christopher Edwards, GM of Sales, Sterling PCU 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Manufacturing Manufacturer of diverse industrial products More than 20,000 customers in 50 countries Headquartered in Auburn Hill, MI Sales process was manual and time consuming Disparate business processes across portfolio companies No connection between web traffic and sales activity Sugar Professional’s workflow tools automated key processes Centralized system insured standardized processes and data records Web-to-lead forms links web activity to sales prospects 100% year-over-year growth without increasing headcount Ability to quickly make changes gives 3Sixty Group competitive advantage Increased follow up on all opportunities – no prospects “fall through cracks” The 3Sixty Group continues to diversify and grow by acquiring promising manufacturers in the Midwest. With 5 different subsidiary manufacturing companies and customers in over 50 countries the 3Sixty group has the challenge of managing information of over 20,000 customers. With each acquisition comes increased revenues and more employees. 3Sixty management realized that if the company was to realize its full potential, there would have to be better coordination of sales information across the company. After conducting a thorough review including considering building their own CRM, they decided to adopt SugarCRM because its open source architecture would provide the flexibility needed to meet their requirements. “We operate five companies who all have unique requirements so that compounds the issues. We decided to go with Sugar because it was completely open, customizable and we knew that we could easily integrate it with our existing systems.” 3Sixty customized Sugar to eliminate the fax machine as the integral link in communicating requests for pricing developments and instead implemented Sugar as the communication hub for this process. Before implementing Sugar many small opportunities slipped through the cracks due to slow response times and elongated processes. With Sugar the 3Sixty group has been able to allow their companies to collaborate and capitalize on various opportunities. “We have grown at 100% year-over-year for the last three years and we have not added a single employee,” says Losey. “There were a lot of productivity gains waiting to happen and SugarCRM helped us to realize them.” There were a lot of productivity gains waiting to happen and SugarCRM helped us to realize them.” — Toney Losey, Marketing Manager, 3Sixty Group 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Technology Provider of online information management solutions Serves more than 25,000 customer firms Based in Melbourne, Australia Lack of collaboration tools negatively impacted project performance No ability to link customers to their support cases Required a link between its CRM and its own information management tool Established Sugar as a “customer hub” to link data and core processes Support teams can easily see full customer data attached to support cases Flexible nature of Sugar enabled deep integration with core systems Greater support capabilities increased customer satisfaction Collaboration capabilities increase employee productivity Streamlined project management shortens development cycles Founded in 2000, Acconex has grown to serve over 25,000 customers in 18 countries including Australia, New Zealand, Europe, Middle East, Asia and Africa. Aconex Specializes in providing online information management solutions to the construction, resources and property management industries. Deloitte has tabbed it as one of the fastest growing technology firms 2 years straight. Aconex’s solution is the central source of project information for up to 2,000 individuals. These individuals work for different organizations in different roles, including major developers and property managers to architects, consultants, subcontractors and building materials suppliers. Because collaboration was at the center of what Acconex does, they looked for an internal tool that made it easy to manage and share information internally. After looking at CRM solutions such as Netsuite and Salesfoce, Aconex opted for Sugar due to its flexibility. Our business is Project-centric,” says Jasper. “Everything relates to a building project so we needed a solution whose data model was flexible enough to focus on project information instead of the typical CRM account hierarchies.” Aconex enlisted Insightful, Sugar’s Australian partner, to host and customize Sugar. Insightful in turn tied Sugar to its back end customer database as well as synchronizing it with its project management solution. With Sugar in place Aconex continues to grow as Sugar handles 45,000 different accounts. With Sugar tied into our business we have the capability to manage massive products and continue to grow.” —Leigh Jasper, Managing Director, Acconex 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Technology Manufactures and markets device automation monitoring systems Serving customers since 1975 Based in Hopkinton, MA with several regional offices Management was frustrated with lack of insight into key sales figures Previous CRM initiative rife with adoption issues Limited resources to deploy and manage the CRM system Management now has instant insight into key metrics with Sugar reports Web-based, intuitive user experience drove strong user adoption Open nature of Sugar Professional allowed for customizations within budget Saved estimated tens of thousands thanks to cost effective customizations On-Demand deployment has freed up IT resources for more strategic use High user adoption has resulted in increased employee productivity Business Issue: Limited IT resources and industry-specific sales processes meant Control Technology Corp. required a customizable, on-demand CRM solution Problem: The company was considering Salesforce.com but did not have the budget to allow for the customization expenses. Low end-user adoption of previous solutions meant the new CRM system had to be easy to use. Management was frustrated that they lacked insight into sales and revenue figures. Solution: Sugar Enterprise On-Site was originally installed and then migrated to Sugar Professional On-Demand. Open source architecture meant Sugar Professional could be customized within allotted budget. ROI: Saved tens of thousands of dollars in switch-over and customization costs associated with Salesforce.com. On-demand deployment has removed IT burden Ease of use and customization has resulted in high-end user adoption. Management now has 360 degree view of sales and revenue data. Customizations: Made customizations to the Contacts, Accounts, Opportunities, Cases, and Bug Tracking modules to support business processes and workflows. Created a custom "Orders" tab for sales force viewing of accounting information. About Control Technology Corp. Headquartered in Hopkinton, Massachusetts, Control Technology Corp. designs, manufactures and markets product that enable electronic automation devices to be controlled, monitored, and configured. CTC products may also be monitored and reprogrammed over the Internet and/or intranets. Founded in 1975, CTC has a long history of providing innovative automation solutions to its customer base. CTC's software and hardware products are divided into three application areas (Collect and Control; Visualize; Manage and Inform); these can be implemented independently or combined for a complete shop-floor to top-floor integrated solution. Website: The ease of customization and flexibility with Sugar resulted in a lot more value in the long run.” — Martin Umeh, Sales Manager, CTC 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Technology Provider of complete enterprise open source solutions Customers include 70% of Fortune 100 Founded in 1998; based in Walnut Creek, CA Previous system was too expensive to integrate to internal systems Required a standards-based system in order to perform customizations Employees were not using previous CRM system Sugar’s flexibility enabled fast, tight integration with in-house systems Open nature of Sugar made customizations fast and cost effective Sales representatives became comfortable with Sugar in only a few days Estimated costs savings of $20,000 annually versus Salesforce.com Immediate adoption led to increased employee productivity Unified system increased forecasting capability Founded in 1998, Covalent Technologies supports the IT needs of some of the largest enterprises in the world. After years of having deployed Salesforce Covalent decided to look for a more flexible CRM system. Covalent’s executive team decided to standardize on a CRM system written in less expensive, more understandable programming language, so they would not have to hire an army of consultants to extend and integrate the application. In less then 3 days Covalent had moved all their custom fields in Salesforce and customer information out of Salesforce and into Sugar. Sugar Suite is being tied into the other core systems which reside at Covalent headquarters, so managers and employees have a single view of customer interactions and business performance. Sugar’s intuitive design of the Sugar Suite user interface had allowed eps to seamlessly transition onto SugarCRM. We moved from Salesforce.com to Sugar in less than three days.” — Ryan Lindsay, COO and Co-Founder, Covalent 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Technology Provider of electronic invoice processing software and services 13,000 customers in 45 different countries Headquartered in Indianapolis, IN Growth by acquisition led to various silos of CRM data Difficulty tracking customers across sales stages Required one easy-to-use system to integrate disparate systems Sugar Professional deployed as single system of record for customer records Pipeline management gave deeper insight into sales metrics Workflow tools streamlined and automated key processes Increased visibility and predictability using Sugar Reports Improved collaborative selling capabilities using a single CRM system Easy-to-use system increased sales productivity Problem: Growth by acquisition resulted in a multitude of CRM systems across siloed departments and divisions Required a Web-based CRM solution to consolidate the business on and which had to be customizable to allow it to grow and scale. Solution: Increased visibility into sales and pipeline activities for management Improved communication and streamlined processes between departments and across various product offerings Improved vision of the business for upper management and C-level executives Sugar hasn't addressed our business processes. It embraced them.” — Rick Byers, Head of Operations, CTI Group 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Technology Provider of software managing stock and other equity based compensation Serves nearly 500 public and private companies across all industries Based in Pleasanton, CA Fast growth created a difficult to manage influx of customer calls Difficulty tracking product defects back to the development cycle Inability to track customer renewals Use of Sugar Web forms enables web-based support in lieu of phone calls Sugar integration to bug tracking tool provides visibility into product issues Renewal data is now automatically entered into Sugar system Web-based support has reduced call volume by 25% Integration with bug tracking tool has reduced bug tracking time 100% Automated renewals increased productivity by eliminating manual processes Problem: High customer growth and increased case/phone call volume into their call center meant EASi was looking for a CRM solution to communicate across multiple channels Difficulty tracking code fixes and product feedback meant EASi was spending 20 hrs/week cross tracking data and communicating with customers. EASi was leveraging 3 systems to track customer renewals, resulting in .5 FTE (full-time equivalent) to track renewals Solution: Sugar SOAP integration with Website, back-end systems and customization of Sugar Professional has resulted in real-time update of case status, percent of cases now being submitted via the Web, and a 25 percent reduction in call volume. Sugar integration with SCC (Source Code Control) software has resulted in a 100 percent reduction in cross-tracking time Auto population of renewal information into Sugar Professional has reduced FTE to .1, resulting in a 5x reduction in manual processes. marketing and campaign management has allowed EASi to be more proactive and Sugar Professional is now being used for sales tracking Quick Facts Company Description: EASi provides industrial strength software designed to handle the accounting, tax, administration and employee transaction needs of public and private companies that grant equity awards. Headquarters: Pleasanton, CA Founded: 2002 Employees: 35 Customers: Nearly 500 private and public companies of all sizes from all industries Solution: Sugar Professional About EASi Headquartered in Pleasanton, CA, Equity Administration Solutions, Inc. (EASi) is the leading independent stock plan management software company. EASi provides industrial strength software designed to handle the accounting, tax, administration and employee transaction needs of public and private companies that grant equity awards. EASi continues to lead the industry with second-to-none solutions in areas including FAS123R, IFRS 2, Performance Awards and WorkStream process automation. With nearly 500 customers, the company serves over one million participants in more than 60 countries spanning four continents. For more information visit Sugar is, in many ways, the hub of our business and we are constantly finding new ways that it can help.” — Steve Madeira, VP Operations, EASi 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Technology Provider of technology and internet marketing solutions Provides web hosting tool for technology resellers Based in Sacramento, CA Difficulty converting web leads into sales opportunities Difficulty following up with prospects leveraging free trial offers Inability to share information and documents across departments Web-to-lead forms turn web site visitors into leads in Sugar Professional Auto reminders help sales agents follow up on free trial users Documents module allows for collaboration between teams Significant costs savings switching from Salesforce.com to Sugar Increased revenue with greater follow up on renewal opportunities Collaboration between teams increased employee productivity EZ Publishing has in 8 years grown to be one of the premier provider of technology and internet marketing solutions to small and medium-sized businesses. After 5 years of using Salesforce, EZ Publishing performed a vendor analysis to determine if an open source CRM application could offer the same level of functionality with more cost savings. Their findings conclusively showed that Sugar CRM would not only save them money but also add functionality. “From both a business and a technology perspective, SugarCRM offers lower cost, more functionality and flexible deployment options than Salesforce.com.” Before adopting Sugar and using Salesforce, sales representatives faced difficulty following up with prospects who had subscribed to a free trial period of its software services. With Sugar, sales reps receive automatic alerts notifying them of when the prospects trial period is coming due. EZ Publishing uses similar features to follow up on subscriptions up for renewal. In addition to the use of alerts EZ was able to more easily integrate its CRM application with its Content Management system, allowing for the automatic conversion of web lads into sales opportunities. “Making the switch from Salesforce.com was the right business decision.” Neil Anuskiewicz, Marketing Manager at EZ Publishing SugarCRM offers lower cost, more functionality and flexible deployment options than Salesforce.com.” — Dan Forootan, CEO, EZ Publishing 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Technology Provides technical support to consumers and small businesses More than 20,000 customers Named one of Canada’s fastest growing companies High volume of inbound customer calls Difficulty optimized routes and activities of field service agents No visibility between service calls and revenue Integrated Sugar with telephony system to instantly populate service records Merged Sugar and mapping tools to optimize agents’ daily service routes Also integrated Sugar with back end e-commerce system Intelligent routing in Sugar saves service agents’ time and reduced fuel costs Call handling reduced from three minutes down to 20 seconds Payroll process reduced from 24 hours down to five minutes per pay period Geeks On The Way know technology. The company provides various levels of technical support to residents and business all over Western Canada. So, when the company looked to meet its growing demand for its services with a CRM system, not just any system would do. With such strong technology expertise, the company knew it wanted a system that it could customize to fit its unique business process as well as grow with the system. “We had already outgrown two previous customer management systems,” says Geeks On The Way CEO John Leishman. “So, we needed a flexible system that could grow with our business and really scale.” Geeks On The Way was attracted to SugarCRM for various reasons. Since the company had already built out a telephony system on top of an open source phone system called Asterisk, Geeks On The Way figured that it should look towards open source CRM for its client management needs. “SugarCRM simply had the largest following, the most downloads and provided the most security from a longevity of product development standpoint,” Leishman notes, adding that his company felt that the standards-based and open architecture of SugarCRM would complement the Asterisk implementation well. Sugar-CTI Geeks On The Way handles hundreds of client calls per day. It was important that a CRM system be put in place that could handle a large volume of data entry and also enable efficiencies in the scheduling of onsite and online technical support. The first task for Geeks On The Way after deploying SugarCRM was to integrate it with its Asterisk system, the popular open source telephony package. SugarCRM being a very open system allowed Geeks On The Way to perform deep integrations at the data and application level, according to Leishman. With the integrated system, callers are recognized by their phone number or other identifiers, and their customer record in Sugar pops up on the agent’s screen as he or she answers the call. If a new client is calling, a “new contact” screen pops up to the agent and a tight integration with an external database of address and postal information populates most of the new contact record. This allows agents to process existing customers quickly, and also spend less time adding new customers in to the system. And since customers are well tracked using unique identification numbers, there is less duplication of customer records. Intelligent Routing Since Geeks On The Way is all about providing prompt, reliable service, it integrated Sugar with some back end databases to create efficiencies inside its service delivery model. Geeks On The Way has customized the Meetings module in Sugar to integrate with a system that analyzes the service calls slated for the day, and re-routes different agents to those call locations based on the most efficient route and schedule generated by analyzing the data in Sugar and location and mapping data. “This not only allows less technicians to handle more calls, but also cuts costs since there is ideally less driving done by technicians,” Leishman notes. Sales Compensation A deep integration to the accounting system has also provided strong returns for Geeks On The Way. Since so much activity and data is tracked and captured in Sugar, Geeks On The Way can simply run that data into its accounting system and more efficiently compensate its employees, which range from phone agents to contractors to field technicians. “Accounting used to take us a full 24 hours every pay period,” Leishman notes, “But now it takes five minutes with our Sugar integration to our accounting system.” Field Service Automation Again, Geeks On The Way knew it needed a highly flexible CRM system in order to really automate its existing business process from end-to-end. SugarCRM’s open source nature proved a major asset, since Geeks On The Way have performed major customizations on the core product over the years. One major customization of the system allows geeks on the Way to better equip its field technicians with critical customer data. Once a service call is scheduled in the Sugar system and routed to a field technician, agents can simply press a single button and all the pertinent information about that service case are ed to the technician’s phone. Previously, the agent scheduling that call would have had to manually cut and paste all of that data into an and then send it to the field technician. “In a high volume business such as Geeks On The Way, saving those several steps adds up in the long run,” Leishman says. Lead Source Tracking Not all of Geeks On The Way’s customizations are done to speed up the performance of agents and technicians; some customizations are more strategic from a business perspective. For example, Geeks On The Way has created a custom workflow that automatically populates account records with data regarding how that customer came into contact with the company. So, if a customer found the company via a Google keyword search, via a direct mail promotion, or through a certified partner—that data is added to the record. And when the company reviews its closed business, it can better optimize its marketing spend as well as instantly and more accurately compensate partners. Improving Call Handling Since it deployed Sugar, the company says it has seen lower marketing costs and improved customer support times. ”With SugarCRM, we have reduced call handling times from two to three minutes down to as little as 20 seconds,” says Leishman. And the company says simply knowing who an agent is talking to through its integrated system fosters closer relationships with customers and increases satisfaction levels. Geeks on the way to the bank… But Sugar’s ability to scale to thousands of users will prove the greatest benefit as Geeks On The Way expands operations. Geeks On The Way is looking to grow about 10 times its current size in the next 6-7 years. This includes operations in all of Canada, as well as some pilot operations in the Denver area. As it ramps up its staff and the complexity of its operations, Leishman says he is confident Geeks On The Way will be able to rely on Sugar to handle the increased traffic and help the company serve the IT needs for residents and small businesses in its new coverage areas. SugarCRM simply had the largest following, the most downloads and provided the most security from a longevity of product development standpoint.” — John Leishman, CEO, Geeks On The Way 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Technology Independent software vendor providing geostatistics technologies Serves oil & gas companies, environmental agencies, and mining companies Based in Avon, France Business processes were manual and not optimized Zero connection between sales and customer support data Data security concerns required an on-site deployment Sugar now acts as central hub, uniting all customer-facing departments Workflow tools automated and streamlined the lead-to-cash process Flexible deployment model enabled Sugar Enterprise to be deployed on-site Greater customer satisfaction with integrated case and account management Streamlined process shortens sales and billing cycle Greater insight into performance of marketing activities Business Issue: Geovariances management required a 360-degree view of the customer lifecycle, from marketing through until sales and support Problem: The company's in-house developed product and support management was siloed from the sales management software used by the sales force Find a CRM solution that was scalable to grow and flexible enough to be tailored around Geovariances business processes Solution: Geovariances selected Sugar Enterprise over Salesforce.com as the competition was 40 percent more expensive Sugar Enterprise was deployed and customized by SugarCRM partner Synolia in less than 4 months Ability to deploy Sugar Enterprise on-site for data security and have no limit in terms of data volume per user Open source architecture and module design meant Sugar Professional could be easily customized and integrated to support business processes more efficiently ROI: A 360-degree view of customers for management across sales, marketing and customer support Improved sales workflow and efficiencies thanks to improved billing and invoicing in Sugar Enterprise Geovariances has improved its lead-to-sales processes through the automation of marketing campaigns and lead management and by tying marketing into sales Improved case management for customer support Customizations: Geovariances and Synolia used Studio and Module Builder to create 4 new modules, including an "Assets" module to describe different software which is sold by Geovariances A "Servers" module serves customer and product information in regards to different servers that Geovariances sells A "Stocks" module stores different licenses and serials distributed with software to customers A "Contracts" module was created to manage contracts between information stored in the "Servers" module and "Assets" module. Geovariances has also introduced specific workflows to automate the flow of information between the "Assets" module and opportunities and to calculate and auto-populate fields automatically. About Geovariances Geovariances is a French independent software vendor and the world leader in geostatistics. Geovariances provides geostatistics-related software packages and consulting services all around the world to the: Oil & Gas industry (for exploration to appraisal and development stages of a project), Mining companies (for exploration to pre-feasibility and production), Environmental agencies and consultancy offices (natural resources evaluation and management, pollution estimation), Civil engineering, fisheries, oceanology, agriculture, forestry, epidemiology, and others. Website: About Synolia Synolia is the oldest SugarCRM partner in the world. Since 2004, Synolia has been providing provided businesses of all sizes with deep expertise in the implementation and deployment of SugarCRM solutions by providing companies with customization, training, integration, and more. Synolia now provides SugarCRM solutions and services for more than 50 companies and 1,000 users. For more information call or visit or Sugar Enterprise has given management the 360-degree view of the customer we've always required.” — P. Roux, Sales and Marketing Director, Geovariances 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Technology Provider of utility management software solutions More than 1,000 customers across the southern U.S. Based in Abeline, TX Customer data stored in various spreadsheets and databases Complex processes difficult to manage without single system No integration between customer data and corporate web site Sugar Professional centralized all of Milsoft’s customer data in one place Custom workflows automated and optimized key processes Open architecture allowed Milsoft to link Sugar to its web site content Custom workflows created strong sales efficiencies Web site and CRM integration improved ability to market to prospects online High end user adoption led to greater employee productivity Problem: Needed to replace an outdated CRM system of files, Excel spreadsheets, and Access databases. Had to be able to customize the system around complex quoting processes, bug tracking, and customer support. Needed to be able to integrate the new CRM system with content management software (CMS). Solution: Leveraged open source architecture to customize Sugar Professional around sales processes, resulting in high end-user adoption. Developed customized workflows for sales around multiple product and quote tracking and electronic contracts, leading to improved sales efficiencies. Improved bug tracking and product management through Sugar Professional for improved management and communication between product development and support groups. Integrated Sugar Professional with their CMS system via a SOAP interface resulting in improved registration and auto-population of fields and contact information for demo downloads, product showcases, training seminars, and more. Quick Facts Company Description: Milsoft Utility Solutions is a maker of software suites for utility companies for operations, customer service, and engineering Headquarters: Abeline, Texas Emmployees: 70 Customers: Over 1,000 rural electric cooperatives, municipalities, educational institutions, and consultants both in the United States and abroad CRM Solution: Sugar Professional About Milsoft Utility Solutions Milsoft Utility Solutions has provided powerful software for power system professionals for more than two decades. Milsoft leads its industry with a customer base of more than 1,000 electrical utilities, educational institutions and consultants in the United States and abroad. More information at Sugar Professional has enabled us to build an industry-specific CRM system to fit our company's needs. — Robert Blasingame, Project & Performance Analyst, Milsoft 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Technology Automations donor management process for non-profit organizations Operates its technology under an open source model Based in Dallas, TX Previous CRM system (Salesforce.com) was inflexible Required custom reports to monitor unique sales process Inability to track web site visitors in CRM system Open nature of Sugar Professional enabled deep customizations Sugar’s robust reporting tools enabled custom-built reports Leverages Sugar’s Web-to-lead forms to capture web site traffic in CRM Reduced annual subscription costs switching from Salesforce.com High user adoption increased employee productivity Increased marketing effectiveness with Web-to-lead forms Business Issue: Orange Leap's unique business model meant salespeople and managers needed to be able to track specific types of sales data and have access to customized reporting functionality Problem: Salesforce.com didn't provide the flexibility and level of customization that Orange Leap was looking for in their CRM solution Being an open source business themselves, Orange Leap was looking for a software vendor that was already familiar with their business model Solution: Salesforce.com was replaced with Sugar Professional. Orange Leap made customizations to Sugar Professional around sales workflows, custom data sets, and Web-to-lead forms. ROI: Improved end user adoption Reduced licensing costs by switching from Salesforce.com to Sugar Professional Improved support and efficiencies for sales processes, including Web-to-lead, billing and reporting Customizations: Custom fields for sales data Customizations for Web-to-lead processes Custom workflows for sales processes and to the Reports module for upper management Quick Facts Company Description: Orange Leap simplifies donor management for nonprofits of all sizes by offering an intuitive web-based or an on-premise solution Headquarters: Dallas, Texas Founded: 2002 Customers: Nonprofits of all sizes Solution: Sugar Professional About Orange Leap Orange Leap energizes nonprofits, making it easier for them to achieve mission success. The Dallas-based company offers innovative yet simple to use software-based solutions that strengthen relationships with constituents and other nonprofits. Orange Leap’s ever-growing community collaborates on advanced technology and smarter practices using Orange Leap’s open-source code. Nonprofits big and small, with a wide range of missions and constituencies, choose Orange Leap to move their organizations forward. For more information, please visit SugarCRM has allowed us to manage our sales processes effectively and more efficiently.” — Katherine Burstein, Solutions Engineer, Orange Leap 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Technology Provider of commercial open source IT management solutions Products used in over 23,000 organizations in 180 countries Based in Annapolis, Maryland Lead management was manual and inefficient process Inability to track and manage s to customers and prospects No ability to link customer support issues with account data Web-to-lead forms automated lead capture process campaign tools in Sugar track and manage messages Full case management tools in Sugar link support tickets to account history Number of opportunities in sales pipeline increased using Web forms Campaign management tools help optimize marketing spend Multi-channel support tools help improve customer satisfaction For some companies, leveraging open source technology wherever possible is a corporate philosophy. This certainly holds true for Zenoss, a commercial open source network and system management software provider. Founded in 2005, Zenoss provides businesses with an open source software solution that allows IT administrators to monitor the status and health of their technical infrastructure, such as servers, databases, and applications through a Web-based console. The open source deployment model and attractive price point has allowed Zenoss to attract Fortune 500 companies such as AOL and Disney and public organizations such as the Australian government and U.S. Department of Treasury. An Arthritis-Generating Process Like many commercial open source vendors, Zenoss relies heavily on leads generated via downloads of the open source version of its software from the Web. Until recently, the company relied on an antiquated system of hand-written scripts to collect customer information and generate outbound marketing s. “We were entering data and generating s manually,” says Rusty Wilson, director of IT at Zenoss. “It was a laborious, time-consuming process to say the least, and the resulting delays hampered our sales efforts. We used this as a forcing function to find and adopt a superior solution.” Three Steps Up the SugarCRM Ladder That solution was Sugar Enterprise On-Site. Following its corporate philosophy to adopt open source whenever and wherever possible, Zenoss downloaded Sugar Community Edition in October of After early successes with the Community Edition, Zenoss quickly moved to Sugar Professional to take advantage of additional functionality, such as reporting, dashboards, and permission-based access. More recently, Zenoss has deployed Sugar Enterprise to take advantage of offline clients, advanced reporting, and the self-service portal to better serve its customers. Zenoss’ support group currently uses the case mechanism within the customer portal to handle inbound support s and escalation support for service phone calls. “If support can’t handle an issue, we automatically escalate the call to our engineering department, whose members also have access to the system,” Wilson says. Sales and Marketing: United Again Sugar Enterprise is also driving the company’s lead generation-to-marketing initiatives. Step one was automating the labor-intensive task of downloading customer information off the Web and entering the leads into the sales system. The company’s marketing department now also leverages Enterprise to deliver outbound marketing messages, including special promotions and events as well as its monthly newsletter. And by utilizing Sugar’s flexible architecture and customization capabilities, Zenoss was able to integrate Sugar Enterprise with a marketing demographics and analytics solution. This enables the company to deliver more targeted content. “All of our marketing s have traceable URLs so that when we run a promotion we can track our click-through rates via Sugar,” Wilson says. “It’s safe to say that SugarCRM has become one of our mission-critical applications.” About Zenoss Zenoss provides the next generation alternative to legacy management solutions for IT operations management. Zenoss Enterprise is a single model-based product that enables organizations to seamlessly manage physical and virtual environments with unprecedented power, agility and value. Leveraging a commercial open source model, Zenoss solutions monitor over one million network and server devices daily and are used in over 23,000 organizations in 180 countries around the world. It's safe to say that SugarCRM have become one of our mission-critical applications.” — Rusty Wilson, IT Director, Zenoss 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Retail/Distribution Scandinavian arm of one of the world’s leading car rental companies 350 locations and 15,000 cars distributed across the region Based in Billingstad, Norway Customers were being flooded with too many irrelevant messages Inability to track customer communications across touch points Difficulty tracking car reservations back to individual customers Customize Sugar with special Target lists to halt oversaturation of messages Sugar tracks customer communications across , SMS and phone Sugar partner RedPill-Linpro linked Sugar with Avis’ reservation system Increased customer satisfaction thanks to proper messaging Greater targeted marketing with integrated reservation history in the CRM General productivity gains due to a centralized system managing processes Customers of Avis Rental Car are always on the go, which requires the company to constantly update and revitalize its ability to communicate and service its consumers. Such was the case for Avis Scandinavia, the leading car rental company of the Nordic region. Avis Scandinavia was looking to capitalize on a multi-channel sales, reservations and marketing campaign to improve customer satisfaction, customer feedback and opportunities for cross-selling and up-selling. The key was not over-showering customers with multiple communications across different channels and departments, says Tom Orvei, CRM manager of Avis Scandinavia. “We were walking a fine line between initiating new channels of communication, such as SMS text and surveying, while ensuring we weren’t bombarding them.” A Google Search Leads to SugarCRM Avis Scandinavia was looking for a sales and marketing suite to streamline communications and knowledge-sharing between its separate business units in Denmark, Sweden and Norway. “We wanted to be able to benefit from the experiences of each individual country,” Orvei says. “It was crucial to our competitiveness that we could tailor our customer contacts to customers and communicate with our business units throughout the Nordic region.” As a result, in 2007 Orvei went to market for a sales and marketing suite that would fit within the confines of its existing IT infrastructure, which was predominately Microsoft based. Commercial open source was not at the top of the list, Orvei admits. “As a company, we weren’t familiar with open source. We were thinking more along the lines of something more traditional, including Microsoft.” Fortunately for Avis Scandinavia, Orvei kept his options open, and after a Google search for “open source CRM” discovered SugarCRM. Shortly there after, he was in contact with SugarCRM partner Redpill Linpro, a leading provider of open source software throughout the Nordic region. “We’re finding more and more companies are considering open source throughout the region,” says Kristian af Sandeberg, Product Manager of SugarCRM, Redpill Linpro. “It comes down high quality of software, flexibility and cost savings.” Following an uphill sales pitch to management, Orvei sold the company on the value of Sugar Professional and the implementation began. “We’re primarily a Microsoft shop, but we were really impressed with the flexibility that open source offered us, and Sugar runs great with Microsoft applications,” Orvei says. The Results Following integration and customization work by Redpill Linpro, which included a customized quarantine list and alterations to the Campaign, Contact and Accounts module, Sugar Professional was deployed to more than 100 users throughout Denmark, Sweden and Norway in the spring of The company has streamlined its customer communications and added new channels, including SMS text and customers surveying, in addition to improving efficiencies between sales and marketing on customer account information, reservations and marketing communications. Integration with other back-office solutions provides auto-population of information into Sugar Professional’s Contact and Account modules. For example, a customer interface between SugarCRM and Avis’ reservation system sends reservation reminders to customers and tracks those communications back into Sugar Professional automatically. For marketing, custom modules were developed for surveying and SMS text messaging in addition to custom workflows for marketing quarantine lists to ensure customers aren’t receiving certain campaigns within 30 days of one another, Orvei says. “The last thing we want to do is shower our customers with feedback questionnaires, s and such. Also, we built SMS capabilities into Sugar Professional that extracts data from the same target and customer information that we use for campaigns. That information then auto-populates back into the Contact and Account modules so sales can view it.” About Avis Avis is Scandinavia’s leading car rental company with more than 350 car rental locations and 15,000 rental cars distributed between Denmark, Sweden and Norway. The company rents out cars, mini buses, commercial vehicles and trucks. As a member of an international organization, Avis also provides service in more than 170 countries with 5,100 rental locations around the world. Avis in Scandinavia has 1,200 employees. About Redpill Linpro Redpill Linpro is the Nordic region’s leading provider of professional open source services, which in addition to SugarCRM, is built up around products such as JBoss, Hibernate, PostgreSQL, Alfresco and more. In the support concept, there are among other things, the option for local support 24-hours a day, 365 days a year and on-site support. Amongst Redpill Linpro’s customers there are, in addition to Fullrate, larger Nordic companies and organizations within telecommunications, banking and finance, travel as well as logistics. Redpill Linpro has 180 employees distributed between offices in Copenhagen, Stockholm, Gothenburg, Karlstad, Oslo, Stavanger and Helsinki. Thanks to Redpill-Linpro and Sugar Professional, we've seen improvements across the board in terms of communicating with our customers and garnering their feedback.” —Tom Orvei, CRM Manager, Avis 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Retail/Distribution French distributor of one of the world’s leading soft drink companies Sales represent 16% of the Coca-Cola Company's worldwide volume. 30,000 customers across EMEA region Existing CRM initiative not linked to e-commerce system Management had little visibility into sales Inability to optimize distribution chains and identify new opportunities Sugar partner Synolia linked CRM system with e-commerce system Sugar reports gives real time insight into sales and marketing data Centralized view of data enables management to identify new opportunities Competitive edge gained with deep insight into market trends Integration between Sugar and logistics platform optimizes delivery of goods Cost savings gained versus proprietary CRM solutions Problem: Coca-Cola Enterprise required a cost-effective software solution that could be customized to fit as part of a larger e-commerce and logistics platform. A solution to give sales managers and distributors greater visibility into sales and distribution channels to identify new opportunities and potential sales. Solution: Synolia customized and deployed Sugar Professional On-Demand to 40 users in three months. Coca Cola Enterprise now has an integrated on-demand CRM solution with its e-commerce engine and logistics platform. Sales managers and distributors now have real-time access to reports for different markets and customer bases via Sugar Professional's report engine. Sugar Professional has given Coca-Cola the ability to drive and optimize new distribution channels and has lead to increased orders and reorders. Quick Facts Company Description: Coca-Cola Enterprise is the world's largest marketer, producer, and distributor of Coca-Cola products. It operates in 46 U.S. states and Canada, and is the exclusive Coca-Cola bottler for all of Belgium, continental France, Great Britain, Luxembourg, Monaco, and the Netherlands. Its sales represent 16% of the The Coca-Cola Company's worldwide volume. Headquarters: Paris, France Founded: 1890 Customers: 30,000 (in France) Solution: Sugar Professional On-Demand Implementation Partner: Synolia About Coca-Cola Enterprise Coca-Cola Enterprise is the world's largest marketer, producer, and distributor of Coca-Cola products. It operates in 46 U.S. states and Canada, and is the exclusive Coca-Cola bottler for all of Belgium, continental France, Great Britain, Luxembourg, Monaco, and the Netherlands. Its sales represent 16 percent of the The Coca-Cola Company's worldwide volume. About Synolia Synolia is the oldest SugarCRM partner in the world. Since 2004, Synolia has been providing provided businesses of all sizes with deep expertise in the implementation and deployment of SugarCRM solutions by providing companies with customization, training, integration, and more. Synolia now provides SugarCRM solutions and services for more than 50 companies and 1,000 users. For more information call or visit or The main goal was to get a global solution that combined e-commerce, CRM, and logistics into one package. With SugarCRM and Synolia, we accomplished that and more.” — Pierre Fredet, Group Director, Coca-Cola Enterprises 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Retail/Distribution Provider of large-scale data services Key customers include World Bank and Disney Based in Columbia, MD Data in previous CRM solution (Act!) locked on sales reps’ laptops Management had little insight into forecasts and pipeline Required an On-Demand solution that could be moved in-house in time Web-based, centralized system keeps all sales data in one place Sugar Reports gives real time updates to sales pipeline and forecast data Sugar’s flexibility enables Digi-Data to move from On-Demand to On-Site Real time sales data eliminated partner conflict in the channel Sugar Reports are powering more accurate decision-making Ability to always own data and application logic lowers potential risk For almost fifty years Digi Data has been a leading innovator in the data storage and data protection industry. Although data storage and protection technology has evolved rapidly during this period, Digi-Data has remained a market leader in providing companies with best in class solutions through their strong OEM channel network. Headquartered in Columbia, Maryland, Digi-Data has offices in New York, Colorado, as well as California. Despite not having any international offices, Digi-Data’s extensive partner network allows them to have a strong presence in Europe as well as Asia. In 2006 Digi-Data acquired BigVault Corporation and has other acquisition activities in place to broaden Digi-Data’s product offerings. A Failed ACT! For forty seven years, Digi-Data has evolved to meet the data storage and protection needs of their international clientele. Unfortunately Digi-Data’s CRM solution, ACT!, did not evolve at a similar pace. As Digi-Data grew and fostered partner relationships, ACT!’s functionality and interface stayed the same. The biggest issue for Digi-Data was that ACT! data did not update in real time. Often employees would base decisions and conversations with customers based on outdated data in ACT!. Often not having this real time data led to problems for Digi-Data and their partner network. “Before we implemented Sugar®, we had a lot of partner conflict as it was impossible to verify when partners would officially register deals. With Sugar now in place we have had zero partner conflict as Sugar’s real time tracking allows us to tediously monitor pending opportunities,” says Director of Sales Tom Fabrizio Selecting SugarCRM® Digi-Data considered several CRM solutions to replace ACT! including Salesforce.com and Goldmine. Goldmine was a familiar CRM solution to many within the company but did not have the hosted platform to provide real-time views into critical data that the company required. Digi-Data signed up for a free 30 day trial of Sugar Professional™ On-Demand and subsequently selected Sugar as their new CRM solution. The purchasing decision panel, led by Fabrizio, was impressed with Sugar’s diverse functionality, low costs, easy to use interface, and more importantly the multiple deployment options. “We are a fast growing and very technically savvy company. We knew that by implementing Sugar On-Demand, we could get up and running faster, but down the road we may opt to bring Sugar in house. With Sugar we are free to do whatever meets our needs—and that was a huge selling point,” says Fabrizio. Implementation Success Initially Digi-Data rolled out Sugar to its sales departments but has since brought on the technical support, operations, and marketing departments onto the system. With Sugar in place in multiple departments, Digi-Data has been better able to collaboratively solve customer inquires and be more pro active communicating with their partners. As more departments began utilizing Sugar, Digi-Data was able to find new way to utilize the system. The once difficult to manage end user registration process is now completely managed within Sugar which has been critical in helping the technical support team Management Decisions Simplified With about half of Digi-Data’s workforce using Sugar, upper management began utilizing Sugar to help make strategic decisions. “We use reports from Sugar to decide how much raw materials we will need which also dictates accounting decisions like how much money needs to be liquid to purchase materials. Sugar’s reporting and dashboards have helped us be more accurate in procuring what we need and lowering our inventories,” says Fabrizio. Sugar is also an instrumental in allowing Digi-Data ability to pick up on industry trends that are affecting their business. “Sugar allows us to track deals that we have won and lost. While I enjoy looking at the opportunities we have won, it’s more telling to see why we have lost out on certain deals. Because of this advanced tracking of opportunities, we are better able to shift our strategy to meet customers needs” CRM That Evolves Around The Customer Digi-Data has used Sugar across their enterprise to improve collaboration, assist in strategical planning, and to streamline manually intensive processes. While Digi-Data’s implementation is impressive, Digi-Data knows that just like their product offerings their CRM needs will continue to evolve. Digi-Data has already made some customizations to better fit their unique business model and are beginning to investigate the possibility of moving to Sugar Professional On-Site where more key customizations could be introduced. With Sugar in place, Digi-Data has found a CRM solution that will keep pace with their continuous evolvement in a fast paced global industry. About Digi-Data Digi-Data was founded in 1960 in Columbia, Maryland USA. Since its inception, the company has successfully operated in the storage market as an innovator and developer of data protection and archival solutions. Shifting the focus to disk technologies in the late eighties, Digi-Data produced its first SCSI RAID controller for initial shipments in Five generations of RAID controllers later, the T2000 is being sold through OEMs and Solutions Integrators throughout the United States, Europe, and Asia. Today, the company is actively diversifying within the data protection and archive market. With a growing set of alliances with data protection and archive companies, Digi-Data is leveraging its core technology to provide cost-effective, large scale storage solutions across various specialized applications. For more information please visit With Sugar we are free to do whatever meets our needs-and that was a huge selling point.” — Tom Fabrizio, Director of Sales, Digi-Data 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Retail/Distribution Most widely read magazine in America 70 million readers weekly Headquartered in NY, NY No system for handling queries in to Parade’s web site Inability to link magazine readers to online visitors Lack of insight into online campaign effectiveness management tools in Sugar route inquires to proper agents Web-to-lead forms generate leads from online promotions Reporting tools provide insight into marketing return on investment Increased cross-sell and up-sell effectiveness with personalized campaigns Greater follow up on inquires has increased customer satisfaction Customer-facing processes now completed in a fraction of the time The next time you decide to send “Dear Abby” a question about your marriage or a friendship, consider this: with literally millions of people reading the same paper you do, chances are all those incoming inquiries are handled by a CRM solution. For parade.com, the digital extension of Parade magazine, handling editorial inquiries, feedback, or questions for one of its many columnists, implementing a CRM solution capable of linking its Website with its dispersed editorial staff became vitally important. “We have a circulation of 32 million, and we’re seen by more than 65 million readers each week,” says Steve McNally, senior director, product development at PARADE. “That’s a lot of questions.” As a result, Parade required a flexible solution that would allow McNally and his team to construct the customization and integration links needed to provide every reader with a personalized customer experience. A long-time SugarCRM® supporter, McNally decision was a no-brainer. “I’ve always been a fan of the concept,” he says, referring to Sugar’s open source architecture. “I like the fact that it’s open source; it allows me to get my hands on it and make it do the things I want it to do.” A Labor Intensive Process Automated Before implementing Sugar, Parade.com handled editorial inquiries purely via , snail mail, and by phone, with no audit trail or CRM system to track incoming questions and comments. Parade used mailto links to which readers could send notes to Parade columns such as “Ask Marilyn” and “Walter Scott’s Personality Parade” or the magazine’s “Snapshot” photo community. The result was the initial contact with readers was “less-than-optimal,” McNally says. “Sometimes readers got a response, sometimes they didn’t.” Already familiar with Sugar Community Edition, which McNally had implemented as a proof of concept for parade.com’s “Reader Service and Support” system, McNally felt it was time to upgrade to Sugar Professional in the beginning of “We wanted to take advantage of the added functionality, such as the team capabilities and advanced reporting functionality. By doing so, we could extend Sugar’s reach across our customer services.” Ask Marilyn…Ask SugarCRM With Sugar Professional in place, the new system means readers who send questions and comments get an automated response via the Web upon sending a confirmation and follow-ups from the support team or editorial staff. Every customer contact is accounted for, readers know where they are in the process, and the support groups have much better tools to handle the volume. To accomplish this, McNally’s team created a custom form for the Web site and linked it to various lead sources and pages on the site. On the back-end, a customer support team uses Sugar Professional to track each inquiry and assign it outwardly to the editorial staff, thus ensuring that each editor or contributor receives the appropriate inquiry. “A perfect example is archived articles,” explains McNally. “If somebody calls in and wants to receive an article from a 1989 issue about how to cook that perfect Thanksgiving turkey, we can dig it up for them and ensure that their needs are met.” Another example is Parade’s “Cartoon Caption Contest.” Twice a month, Parade runs a caption contest and solicits entries from readers. With 32 million households, there’s never a shortage of respondents. “We get thousands of them. Using the same principles we established with Sugar Community Edition for ‘Reader Services and Support,’ we collect, report, and respond to ‘Caption Contest’ entrants. We’ve discovered just how much Sugar Professional helps us manage the process. Before Sugar we conducted the contest via and it took more than twice as long to judge.” Parade.com has begun to take the process one step farther, turning inbound service inquiries into outbound marketing opportunities. Responses now include links back to content on the Web site and reminders of current and upcoming articles and features. Once the reader’s initial inquiry has been addressed, the support team will use Sugar Professional to follow up and track activity with readers and send newsletters, content, and news when appropriate. “Because we’re now capturing, categorizing, and tracking our readers’ interests through Sugar, follow-up and relationship building exercises are possible,” McNally says. Moving Forward Moving forward, parade.com will begin leveraging Sugar Professional’s reporting capabilities, using the feedback to improve products (online and print), and add more intelligent workflows, alerts, and response templates as real-world examples point the way. “We plan on continued use of HTML templates for s and increased cross-sell and up-sell opportunities via the marketing functionality,” McNally says. “The customer service reporting is really starting to take hold as well. If we come in on a Monday morning and see a hundred people had problems submitting for our sweepstakes over the weekend, we can go online and see what the problem is. We plan to expand those capabilities over the coming year. All in all, we’re setting ourselves up to make our customers happier, and Sugar will be the tool that helps us do it.” About Parade PARADE Magazine is the most widely read magazine in America with a circulation of 32 million and 71 million readers, who value it for the fun and information of Personality Parade and James Brady’s celebrity profiles, for the challenges and wit of Ask Marilyn, the currency of ideas in Intelligence Report and, above all, for its relevance. Because we're now capturing, categorizing, and tracking our readers' interests through Sugar, follow-up and relationship building exercises are possible.” — Steve McNally, Product Development, Parade 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

Retail/Distribution Provider of gift experiences for the Australia New Zealand markets Serving over 4,000 corporate customers and 90,000 individuals Based in Sydney, Australia Homegrown system wrought with manual process Existing system required duplication of efforts, leading to data quality issues Lack of integration between CRM system, web site and order system Centralized system streamlined sales and marketing processes Single system reduces duplication of data entry points Integration with order management system creates end-to-end process flow Order processing dropped from half a day to less than one hour Sales teams can now collaborate more effectively using a centralized system Increased marketing effectiveness Red Balloon Days helps companies rewards employees with gift experiences that lead to greater employee satisfaction and thus greater productivity. Employees can award gifts across a variety of experiences, including aquatic adventures, culinary treats, and family excursions, among others. After years of rapid growth, Red Balloon Days decided that it was time to transition from its homegrown system and standardize on a CRM solution that would free up the company’s resource for other activities. Red Balloon Days engaged with Insightful Customer Relations, a SugarCRM premier solution partner, for its CRM solution. “The product more than met our technical requirements in terms of flexibility, and Insightful Customer Relations provided the confidence that it would be well supported into the future,” says Simson Since deploying , sales people have a better hold on customer activity and marketing can more effectively manage its lead generation activities. “We have seen tremendous results from using SugarCRM,” says Simson. “Our team can more effectively share data, which is more accurate because of the way Sugar integrates and automates our processes. Our marketing team has become more effective in communicating to the right customers at the right time and our sales people have a much clearer process for interacting with customers and managing their pipeline.” The integration of SugarCRM throughout the business has reduced order processing from a half a day to less than one hour.” — Naomi Simson, CEO, Red Ballon Days 4/20/2017 ©2008 SugarCRM Inc. All rights reserved.

SugarCRM Customer Case Studies

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