Case Study: Koozai achieves a 96% client retention rate with SugarCRM

SugarCRM Ensures Leading Digital Marketing Agency Handles Every Detail with Precision

Koozai is a fast-growing, award‑winning UK digital marketing agency that struggled to track customer interactions and measure lead sources as it added high‑profile clients. Previous CRM systems (Salesforce and Microsoft Dynamics) proved either too costly, insufficiently customizable, or difficult to report from, leaving the firm without the visibility and processes needed to support its growth.

Koozai deployed Sugar Professional On‑Demand for a hosted, flexible CRM that was easy to roll out company‑wide and quick for new staff to learn. Sugar enabled keyword-level lead tracking, KPI monitoring (call minimums, leads entered, reports sent), and supported a rapid London office launch—delivering full user adoption, streamlined sales and marketing, faster client responses, and a sustained 96% client retention rate.

Koozai

Ben Norman

Managing Director