Case Study: Marine Instruments achieves optimized customer service with SugarCRM

Marine Instruments Optimizes Customer Service with SugarCRM

Marine Instruments, founded in 2003 and part of Grupoarbulu, designs and manufactures electronic equipment for the marine environment and is the world’s leading maker of tuna satellite buoys, operating in over 30 countries. Despite strong R&D and steady growth, the company struggled with fragmented customer data—siloed systems and spreadsheet-based incident management left customer service without key information and sales unaware of pending issues, blocking tailored offers and long‑term contracts.

To fix this, Marine Instruments partnered with redk to implement SugarCRM, standardizing the customer lifecycle and centralizing data for real-time access across teams. The Sugar Serve platform now enables continuous case tracking, improves coordination between service and sales, turns support cases into commercial opportunities, and delivers clearer visibility for better planning—raising service levels to match the company’s product quality and supporting future growth.

Marine Instruments

Jorge P.

Commercial Director