Complex Contract Management

For a national technology data services provider, W-Systems implemented Sugar to replace multiple legacy systems that handled CRM, Contract Management, and Service Management.

With Sugar, W-Systems replaced Salesforce that was the previous CRM system used to manage very complex customer product service contracts and an internally built service ticket tool that handled a high volume of emailed service requests. The customer was challenged by keeping data updated between the three systems. W-Systems was able to help the client configure Sugar CRM with a database structure that served the requirements of the three previous systems and was able to automate processes to a much higher degree than previously possible. With data and processes in one single system, the client can provide a better customer experience and handle high growth without adding significant staffing.

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