NextGenTel saves millions and reduces employees by 35 percent with client automation in SugarCRM

You reap as you sow. Today NextGenTel, a leading Norwegian provider of mobile and broadband services, reaps more and more benefits from a forward-looking management decision two years ago to run the core business on SugarCRM.

“When we chose to switch several different systems for the benefit of SugarCRM, we overnight saved two million NOK. We used to have different systems for sales pipeline, customer service, delivery logistics and invoicing, which made it difficult to share information and get a clear and valid view of sales leads and orders in the pipeline. Today with SugarCRM we have integrated and automated it all and reduced the number of employees in the company by over 35 percent while retaining the same number of customers. Our implementation of SugarCRM automation has been key in enabling us to do this. Also, we now can multiply our customer number without having to take further actions,” says Lasse Andre Nordgulen, CTO at NextGenTel

80 percent orders fully automated

At SugarCRM, we currently handle and store customer information for all our customers. Over 80 percent of our orders flow through this system fully automated. Also, we are working to increase this already high degree of automation to 90 percent. The vison was to be very automated, so this is a goal already achieved. Our systems today communicate in symbiosis with SugarCRM and gives us tranquillity. Now we can focus on the business, says Lasse Andre Nordgulen, CTO at NextGenTel.

Higher quality in sales flow

With implementation and tailored development of SugarCRM NextGenTel has created a much higher quality and flow in the sales lead process. As part of the development of the sales lead workflow in SugarCRM the company recently also adopted Genesys Cloud to handle incoming phone and chat calls to customer service and sales. 

“Genesys Cloud is now tightly integrated with SugarCRM and our consultants are assigned the calls from Genesys Cloud who then quickly retrieve the right customer card from SugarCRM. The customer service consultant then works in SugarCRM to handle and log the inquiry and create cases and tasks when necessary. The data stored in SugarCRM is further used for reporting and business intelligence purposes.  We use SugarCRM’s reporting tool where relevant. Today we have clear and correct business insights due to the much-improved data quality. We have higher quality in the sales pipeline, delivery logistics, invoicing and increased customer service,” Lasse Andre Nordgulen tells and continues:  

“What we now see as a natural next step is to increase our customers’ self-service level in all phases of the customer relationship.  This will mean that we will to an even greater extent than today both use and enrich our customers’ data in SugarCRM to support this need.”

Successful cooperation continues

“Our implementation and daily use of SugarCRM has been very successful. Not least because of our many years of cooperation with the Nordic Enablen team and partner lead Kristian af Sandeberg who implemented from scratch – and saved us two million NOK overnight just to begin with. Enablen has great abilities to help solve all types of obstacles on our way and a great understanding of different cultures and skills to communicate with all kinds of employees. We couldn’t have been this successful without them,” Lasse Andre Nordgulen concludes.

About NextGenTel

NextGenTel offers mobile and broadband services, including internet, VoIP and IPTV, to consumers and businesses. The company has a nationwide IP-based broadband network and is one of the largest supplier of broadband services in Norway. NextGenTel has over 200 employees. The headquarter is in Bergen, Norway.

Read more at: www.nextgentel.no

About Enablen

Enaben helps with the entire process from discovery, strategy, scoping and consulting all the way from evaluation phase through to implementation and daily operation. Enablen is a part of the enable.services family with HQ in UK.

Read more: www.enablen.dk

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