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November 29, 2007

Open Source CRM Helps Geeks on the Way Achieve Call Center Success

By Stefania Viscusi, Assignment Desk Editor

Open source CRM software provider SugarCRM (News - Alert) has helped technology support firm Geeks on the Way to deliver an improved call center.
Geeks on the Way provides computer support to residences and small offices in Western Canada that has grown into a "technically sophisticated" call center with 20,000 unique customers serviced and over 45,000 service calls made to date.

Now, with the help of SugarCRM and Asterisk (News - Alert), the company is able to more effectively manage high call volumes across multiple geographies thanks to an integrated voice and CRM system for its call center.
Because SugarCRM's architecture is open source, Geeks is able to integrate its call center environment with other technologies to offer superior service, including mapping technologies to more efficiently dispatch and schedule agents.
John Leishman, CEO of Geeks on the Way commented, "Sugar had the most flexible architecture that was also scalable, allowing the CRM system to grow along with our aggressive expansion plans. With SugarCRM, we have reduced call handling time from two to three minutes down to as little as 20 seconds."
Geeks on the Way also integrated SugarCRM with its accounting and e-commerce systems to automate complex and manual processes and has plans to roll out Sugar to more departments and leverage its power as it enters new geographies in the next several years.
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.

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