Case Study: Community Telco achieves reduced customer churn and streamlined sales-to-service operations with SugarCRM (Sugar Professional)

Community Telco - Customer Case Study

Community Telco Australia (CTA), a Bendigo‑based group of community‑owned telecommunications franchises serving residential and business customers across regional Australia, faced growing complexity as it expanded its product and service offerings. Relying on email and Excel to coordinate sales, provisioning and service delivery created inefficiencies, poor management visibility and customers “falling through the cracks,” which increased churn.

CTA moved from SugarCRM Community Edition to Sugar Professional with local partner Insightful, scaling from 12 licenses to 100 users and adding customizations such as an automated “Order” module and a consolidated Accounts view to tie sales to service. The automation cut order processing to minutes, improved franchise coordination and management oversight, and reduced customer and franchise churn—making SugarCRM a mission‑critical system for the business.

Community Telco

Steven Coles

Manager