Case Study: Leading Global Financial Services Provider achieves 360° customer views and faster response times with SugarCRM

Leading global financial services provider empowers critical customer service agents with 360-degree views in Sugar

A leading global financial services and asset management firm serving over 92 million customers in 70+ countries—with a large customer base in the Asia‑Pacific region—faced rising customer service strain from misaligned regional case management, fragmented systems and duplicate or incomplete customer records. These gaps created blind spots for contact‑center agents, slowed handling times, and limited opportunities to cross‑sell and upsell.

The company selected SugarCRM and partnered with iZeno to digitalize customer communications, replace a legacy ticketing system, and provide a single case‑management platform across branches, call centers and back‑office systems. The unified, 360° customer views and system integrations reduced complaints and response times, eliminated manual email workflows, delivered consistent agent experiences, and paved the way for broader rollouts across Asia.