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High Volume Multi-Channel Customer Service with Sugar

A national provider of information services and technology to the higher education market need to convert from a legacy customer service platform to a modern CRM system. W-Systems was selected to deliver Sugar for this purpose.

SugarCRM screenshot on tablet and mobile

The project required the ability to handle hundreds of service requests per day from a variety of support channels. Email service requests were the norm and the system needed to help the support staff quickly track and respond to emailed support requests. W-Systems enhanced the native email to service ticket capability of Sugar CRM to parse the email request and route it to the correct support team. The native Sugar case management system was enhanced to provide time-saving functions to organize and respond to email service requests. 

W-Systems also utilized the Sugar REST API service the link web-based service portal forms to Sugar to automate the creation of service tickets from the organizations public website. As a result, our client was able to perform a clean cutover between systems in a very fast paced service environment without missing a beat.

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