Global Sales and Service Automation with SugarCRM
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Headquarters
- Switzerland
Business Size
- Enterprise
Industry
- Manufacturing, Industrial Automation
Technologies
The Client
The company, a global leader in manufacturing conveyor and power transmission belts, needed a unified CRM platform. This platform would help streamline sales, quoting, order processing, and complaint handling across different regions and languages. They chose SugarCRM as their global CRM platform to replace their fragmented legacy system.
Challenges Faced
- The client experienced significant delays and fragments in quoting, order handling, and managing customer complaints.
- Their legacy CRM solution had inconsistent adoption across regions.
- Manual quote and order processes resulted in a 6-day turnaround.
- They lacked automation in handling complaints.
- Data from SAP, Epicor, and regional ERPs were disconnected.
- There was no unified analytics platform to support global operations.
- Existing systems offered limited multilingual and multicurrency support.
- Sales teams did not receive timely updates and insights about customers.
- Reps had to track and follow up on orders manually.
- Email requests were not processed systematically.
- Integrated reporting across CRM and ERP systems was missing.
Ambit’s Solution
Ambit set up a global SugarCRM instance for Habasit with smart automation, integrations, and multilingual support.
- Migrated from the legacy CRM to SugarCRM across all global sales units.
- Established email-to-case automation for quote and order requests.
- Turnaround time decreased from 6 days to 6 hours through workflow automation.
- Added AI-powered email classification to reduce manual work.
- Complaint registration, tracking, and resolution were automated in the CRM.
- Integrated with SAP, Epicor, and other regional ERPs.
- Bi-directional sync with a central data warehouse.
- The system was deployed in a multi-language and multi-currency setup.
- Reporting improved through Sugar analytics and Power BI.
- They trained teams across different locations to ensure a successful rollout.
Results Achieved
- The transformation provided real-time visibility, faster sales cycles, and better global coordination.
- Quote and order processing times dropped from 6 days to 6 hours.
- There was over a 50% reduction in manual handling thanks to AI processing.
- The adoption of a unified global CRM increased across sales units.
- Customer complaint resolution time was cut by 40%.
- Forecasting and performance tracking improved with integrated dashboards.
Conclusion
With Ambit’s SugarCRM rollout, the company achieved consistent, automated, and intelligent sales and service operations globally. This resulted in faster response times and higher customer satisfaction.