Case Study: FAMO achieves a 360° customer view and increased sales with SugarCRM

FAMO Takes Off With a Helicopter View of Customers, Driving Sales and Building Customer Loyalty

FAMO GmbH, a family-founded wholesaler established in 1932 with 30 branches and 750 employees across Northern and Western Germany, struggled to make sense of customer data. Its CRM service team relied on manual ERP exports to Excel, producing outdated reports and blind spots that made it hard to predict offers, track customer potential, or visualise performance across regions.

Working with implementation partner OPEN CX, FAMO rolled out SugarCRM (Sugar Sell and Sugar Market) with custom modules and ERP integration, onboarding 300 users and enabling cloud mobile access. The new platform delivered live, role-specific dashboards, automated processes and targeted marketing, reducing manual work and logistics complaints, improving sales visibility and customer loyalty—and earning the project Sugar’s EMEA Customer Breakthrough Award.

FAMO

Holger Orgs

Head of CRM Service