Case Study: XMS, a Dutch fiber‑optic provider, achieves scalable VoIP‑integrated customer service and reduced costs with SugarCRM

A Dutch provider of fiber optic networks turns to SugarCRM partner Outdare CRM to integrate VoIP into their CRM platform

XMS is a Dutch fiber‑to‑the‑home service provider serving about 14,000 consumers. With a small team (15 employees) and plans to double its customer base and headcount, XMS needed a scalable, flexible CRM to manage call‑center operations, sales prospecting and growing service delivery requirements.

Working with SugarCRM partner Outdare, XMS deployed Sugar Professional and integrated VoIP into the platform in three months, extending the system from marketing into call center, service delivery and multichannel communications (mailings, SMS). The solution—largely out‑of‑the‑box with targeted integrations—automates failover messages by ZIP code, improves reporting and customer satisfaction, reduces costs and enables decentralized, secure access for a growing, distributed team.

XMS

Reinier Kramer

Chief of Operations