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Case Study: Customized SugarCRM for Retail Industry

Fonetel is a trusted leader in delivering globally scalable Voice-Over-IP telephony systems. Serving customers in over 150 countries, Fonetel delivers the industry’s best engineered Unified Communications solutions. Fonetel’s globally scalable offerings include both on-site and cloud-based business communication systems, SIP trunking, IP Phones, Gateways, Session Border Controllers and Telecom Interface Cards.

Challenges

Fonetel was using a series of web-based Lead forms, designed using JotForm, to receive one-time and/or subscription-based orders for its telephony products and services. The customer would provide his credentials and information through these forms i.e. type of product/service, quantity, etc. The information from these forms was then manually extracted and then entered into SugarCRM. This manual entry aspect of the whole process was tedious, time-consuming and counterproductive.

Solution

  • SugarCRM integration with the Lead forms was carried out.
  • Fonetel’s complete catalog of products and services was added to SugarCRM and the ability to manually update its prices from within Sugar was also implemented. This greatly streamlined processes for Fonetel as data was consolidated and synchronized to reduce multiple update drives to be conducted.
  • Automatic Quote Creation based on a predefined template was implemented.
  • The quote was also generated in PDF format and was automatically sent to the client in question via Email.
SugarCRM for retail industry

Results

Once the lead forms were integrated with Sugar and the various custom SugarCRM workflows implemented, the need for manual entry was completely eliminated and quotes were automatically generated for specific clients in the correct format. The products/services from the form were also cross-referenced against those listed in SugarCRM to ensure their prices were up to date when generating a quote. Furthermore, the quote could now be made available to the client as soon as he submitted the form. Hence, this not only significantly boosted Fonetel’s productivity but also enabled it to interact with its clients more effectively.

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