Case Study: Greenfield Communications achieves improved call center performance and increased upsell with SugarCRM

Greenfield Communications Improves Call Center Performance with SugarCRM

Greenfield Communications, a provider of turnkey fiber-to-the-home (FTTH) solutions for master planned residential communities, brought its call center in-house to gain better control over support and increase revenue per subscriber. The company also needed a way to manage relationships with builders, developers and HOAs and to eliminate manual processes that slowed service and reporting.

Working with Sugar partner Cynergy Solutions, Greenfield implemented Sugar Corporate with 11 custom modules and an AppointYou integration, going live in early 2012 with 25 users. The solution gave call agents greater visibility, reduced incidents requiring onsite technicians, made reporting nearly instantaneous, and freed agents to upsell services—delivering a full back-office system without the high cost of a bespoke build.

Greenfield Communications

Ladan Amini

Director of Customer Service