uShip Increases Operational Efficiency 20% With Its SugarCRM Customer Engagement Platform
Sugar Partner Epicom Provides Asterisk and HelpSpot Integrations that Support Rapid Growth
“Sugar’s made us 20 percent more efficient. For example, if a problem needed to be handled by customer service, it would take us a minute or two just to find the account. Now it’s done instantaneously.”—Ken Blank, Retail Sales Manager, uShip
uShip, the world’s largest and most trusted transportation marketplace, chose SugarCRM as a customer engagement platform and turned to Sugar partner Epicom for implementation. uShip’s Sugar solution, integrated with Asterisk and HelpSpot, has supported rapid growth and increased speed and efficiency by 20 percent in every area of the company’s operations. Reporting is also faster—saving six to eight hours per week—while substantially reducing the workload of the analytics group, which previously had often been overwhelmed.
Early on, uShip focused primarily on the consumer market, building a valuable partnership with eBay. But recently the company has shifted marketing gears to build up two segments of its commercial business, full truckload (FTL) and less-than-truckload (LTL). “We didn’t really have any type of information infrastructure to handle our growth,” Xeros continues. “We needed a centralized point of access for contact information—notes, call data, that sort of thing—especially before contacts became customers or as they were being onboarded.”
After aggressive due diligence, uShip chose SugarCRM and Epicom.
Since there was much to be done, the first order of business was determining the scope of work that could be handled with the available budget. “Atish Haria, who heads our analytics group, really took the bull by the horns here,” Xeros notes. “Also Ken Blank on the retail side and Nathan Reid from commercial spent considerable time with the Epicom project managers to really describe our current processes and what we were looking for.”
Using a phased approach, Epicom began developing a solution for commercial accounts. Phase two took on retail. The Asterisk phone integration, which supports both groups, was the focus of phase three.
From onboarding new customers and managing hundreds of accounts with a single interface, to providing a superior customer experience and supporting rapid growth, Epicom’s Sugar solution for uShip has brought increased speed and efficiency to every area of its operations. “It’s made us 20 percent more efficient,” Blank comments. “For example, if a problem needed to be handled by customer service, it would take us a minute or two just to find the account. Now it’s done instantaneously.” Reporting is also faster and better—saving six to eight hours per week—while substantially reducing the workload of the analytics group, which previously had often been overwhelmed. “We used to get requests almost every day,” remarks Haria. “Now maybe it’s once a week.”
To read more about uShip success story and the details of their Sugar deployment, click the download button to the right to get the full case study, or email firstname.lastname@example.org.
- Sugar Professional
- Epicom Customization and Development Services
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- Asterisk Integration