Case Study: CitySprint achieves a single customer view and drives digital transformation with SugarCRM

Sugar Delivers on CitySprint Customer View

CitySprint is the UK’s leading same‑day distribution network, serving 12,000 clients with over 10 million deliveries a year through 42 service centres and a 3,000‑strong fleet of GPS‑equipped couriers. Facing disruptive new competitors and rising customer expectations for faster, more convenient delivery, the company launched a three‑year digital transformation (Project Cosmo) and created LastMileLink Technologies to recast its business model and put customers at the centre of every change.

CitySprint deployed AWS‑hosted Sugar Enterprise CRM, integrated with its proprietary CityTrak platform and other data sources, to unify sales, case management, marketing and customer activity. The rollout delivered a single view of the customer, enabled a new enterprise sales team, surfaced high‑impact service issues, empowered employees with reliable information, improved customer satisfaction and provided data‑driven KPIs and a scalable foundation for further digital transformation.

CitySprint

Naomi Ward

Chief Customer Officer