Case Study: City of Rijswijk achieves 80% first-call resolution with SugarCRM

City of Rijswijk Creates New Customer Care Centre With SugarCRM

The City of Rijswijk’s Customer Care Centre supports some 82,000 residents and businesses but struggled with information scattered across recent and historic local and national databases. Front-line staff needed a single, accessible interface that would centralize data, work with existing municipal IT systems, and be easily customized for public-sector requirements.

Rijswijk implemented Sugar Professional with Sugar Gold Partner Outdare, integrating telephony, document management, appointment systems, website/intranet channels, and national data sources. The three-month rollout created a 360-degree view of citizens, improved data accuracy and speed of access, raised first-contact resolution to 80%, and added telephone logging for greater accountability and tracking.

City of Rijswijk

Ludo Hoppenbrouwer

Services Manager