Case Study: Casabaca Toyota achieves digital sales transformation and 3% higher lead conversion with SugarCRM

Ecuador’s Largest Toyota Dealer Pairs Premium Cars with Luxury Customer Experiences

Casabaca Toyota, Ecuador’s largest Toyota dealer based in Quito with more than 500 employees across nine locations and a 60+ year history, faced a major challenge: a largely paper-based, reactive sales process and an underused CRM that left sales teams without visibility into customer behavior—an issue that became critical when the COVID-19 pandemic closed in-person interactions.

The company reintroduced SugarCRM as “Sugar 2.0,” integrated its website, call center, chat and Zoom, and launched a digital sales funnel in mid-2021 to centralize data and track lead sources. That shift enabled personalized, efficient outreach, helped sell nearly the entire inventory by the end of 2021, improved lead conversion by 3%, expanded reach into remote regions, and increased customer retention and satisfaction.

Casabaca Toyota

Alison Izurieta

CRM manager