30 Nov CRM for B2C? Try Sugar!
Many of our customers ask us about businesses from similar branches of the economy that have decided to use Sugar as their CRM solution. They very often want to know if the system can be adjusted in order to answer their specific needs. Because CRM software is typically associated with business-to-business relations it is especially important to those who specialize in classic retail.
In today’s post, we are listing 9 well-known B2C companies which have successfully implemented Sugar into their organization.
CRM for B2C: Retail trade
1. An American company that designs, develops, and sells consumer electronics, computer software, and online services
The use of Sugar, in this case, is an ideal example of CRM software implementation in a company that handles retail trade in its purest form. There are about 15,000 users worldwide working with the system just for this particular organization. Most of them are retail store employees responsible for keeping a comprehensive repository of all customer information. It is worth mentioning that the company decided to abandon its previous software – Salesforce – because it did not allow the installation on private servers, which was the major requirement related to data security. More about this global company and its selection of SugarCRM here.
2. Ópticas Devlyn
Ópticas Devlyn is the biggest net of optical stores in Mexico with 150 shops and more than 3,500 employees. The company has chosen Sugar from Salesforce, because unlike the other solution Sugar allows installation on private servers. If necessary, it also gives them the possibility of moving their database to the cloud. Ópticas Devlyn uses Sugar mostly on mobile devices. This way they can be closer to their clients and fit the CRM software routine into their busy schedules while providing the services.
It is a network of 280 organic supermarkets in Germany. The company has chosen Sugar to be able to effectively manage the 360-degree view on their clients. The system is used for customer data management and marketing automation, including a very extensive loyalty program. The company has estimated that through an implementation of Sugar they have saved about $ 130,000 using the implemented solution for the automation of their loyalty card program. During the implementation, 500,000 customer records, 1 million debit cards, and 90 million historical transactions were smoothly migrated.
CRM for B2C: Education
4. Fordham University
A New York-based college that uses the Sugar system to create and manage 360-degree views of each student. Sugar can be called a heart of the school’s IT platform because it integrates data from more than 15 systems in the university. The educational progress of each person is tracked by it. It helps to identify potential problems with assigning individual subjects, it allows collecting information about the student’s accommodation or meals, as well as any contact with the dean’s office or another administrative unit of the university.
CRM for B2C: Finance and Insurance
5. ERGO (Turkey and Greece)
ERGO is one of the largest insurance companies in Europe. They are using Sugar in the Turkish and Greek divisions to manage their network of insurance agents. With the software, both sales and customer service have been improved. Many other global CRM solutions (such as Salesforce or MS Dynamics) were not able to meet complicated regulatory requirements and this is why Sugar outrun them again also in this case.
6. P&N Bank
P&N Bank is the largest credit institution in Western Australia. It has 15 stationary departments and more than 90,000 active members. The bank uses Sugar to manage its sales, new leads, and current customer affairs. During the implementation, integration with various previously used databases was made. As a result, a solid customer base was created, showing the full picture of each individual along with all transactions (bills, credits, credit cards and investments). The full integration of the CRM system with the Bank’s websites has also been completed, thanks to which new sales leads are being handed over immediately.
CRM for B2C: Telecommunication
7. T-Mobile Netherlands
The largest mobile operator in the Netherlands uses the Sugar platform to manage customer relationships with their second telecom brand in the domestic market called BEN. In this case, Sugar supports the management of customer data for the internal contact center department.
CRM for B2C: Hotels and Entertainment
8. Sands China Ltd.
Sands China Ltd. owns and operates a number of luxury hotels and casinos in China with a total of over 13,000 rooms for their guests. Sugar is used for both sales and fulfillment of personal requirements. The system allows you to build a very personal relationship with every one of thousands of customers by knowing the preferences of each person (accommodation, meals, etc.) as well as their interests (favorite places of entertainment, sports activities, etc.). The system supports thousands of customer needs per hour. Keeps track of them and reports results. Following this particular implementation of Sugar, Sands China Ltd. noted a 60% year-on-year increase in sales.
CRM for B2C: Media
9. The New York Times
The New York Times is a leading influential newspaper in the United States. It is the second largest player in the United States in terms of subscriptions (1.8 million). The challenge the New York Times faces is to stay competitive on the shrinking printed press market by boosting customer service and selling subscriptions (printed and digital). To achieve it the company replaced its old and unprofitable system with further developed Sugar. This change provided a 360-degree view of each customer. It also allowed them to track customer behavior across multiple channels and across multiple devices. It provided clarity to current customer service, where more than 70% of complaints referred to delivery of the newspaper to the home address. At the same time, it reduced the time to sell new and upgrade existing subscriptions.