Case Study: PAQUETEXPRESS achieves higher call-center efficiency and customer satisfaction with SugarCRM

Sugar Delivers for PAQUETEXPRESS

PAQUETEXPRESS is a Mexico-based parcel and courier services company with 90 locations and customers such as Nike, HP and Amazon. IT Director Oscar Román was tasked with replacing a disliked homegrown CRM with a web-based, user-friendly, agile solution that kept total cost of ownership low; after evaluating Dynamics, Salesforce and Oracle, the company selected Sugar for its usability and long-term cost profile.

PAQUETEXPRESS deployed Sugar Professional on-demand across its call center and sales teams, integrating with Avaya for click-to-call and pop-up caller ID and adding document storage and back-office interfaces. The adoption drove measurable gains: 57% improvement in response efficiency, 47% reduction in customer wait times, 28% rise in customer satisfaction and a 17% increase in call volume without adding staff; sales processes were standardized, DSO improved and call center teams now handle outbound follow-ups and upsells, freeing sales to pursue new business.

PaquetExpress

Oscar Román

IT Director