Case Study: Certiquality achieves a 50% increase in customer interaction with SugarCRM

Certiquality Boosts Customer Interaction By 50% With SugarCRM

Certiquality, a Milan-based certification body serving more than 7,000 customers across Italy, needed a reliable, flexible CRM to replace fragmented Excel-based processes and improve coordinated customer management. Staff collaboration was limited, opportunities were being missed, and the company wanted a scalable, cost-effective solution to better track customer feedback and sales potential.

Working with SugarCRM partner OpenSymbol, Certiquality implemented Sugar Professional on-site in three months with custom features like a “Survey Post Audit” section and integrations with existing systems. The new CRM enabled fast staff adoption, tracked over 3,500 calls per year, increased customer interaction by 50%, and generated meaningful cross- and up-sell leads (8% of calls), prompting rollout across sales, technical, training, and finance teams.

Certiquality

Olga Locati

Customer Care Manager