Case Study: High Performance Equipment (HPE) retains market share and boosts digital sales with SugarCRM

HPE Thriving in Challenging Times with Sugar

High Performance Equipment (HPE), the Mitsubishi manufacturer and distributor operating across 200 dealers in Brazil, faced a severe market downturn as annual vehicle sales fell from 3.5 million to 2.5 million and consumers shifted to researching purchases across multiple digital channels. With intense competition and a need to better understand and manage empowered digital buyers, HPE decided to reinvent its marketing and sales alignment across the dealer network using CRM as a strategic tool.

HPE deployed SugarCRM—integrated with business intelligence, financial/manufacturing systems and social touchpoints—to deliver a single customer view, automated lead workflows and real‑time data. Rolled out quickly to all 200 dealers and 1,000+ users, Sugar enabled eight‑minute responses to inquiries, centralized opportunity management, generated more than half of HPE’s sales through CRM, stabilized market share during the recession, and achieved 92% satisfaction with rising customer retention.

High Performance Equipment

Jose Carlos Nery

CRM HEAD