Case Study: Deutsche Telefon doubles order productivity and halves processing time with SugarCRM

SugarCRM helps Transform Workflow for Deutsche Telefon

Deutsche Telefon, a Mainz‑based provider of SIP‑based VoIP and cloud PBX services, faced rapid growth but relied on multiple disparate CRM and ticketing systems that created silos, manual processes and complex partner‑specific order handling. The company needed to simplify customer and partner management, consolidate systems, increase order throughput without adding headcount, and gain transparent KPIs across sales, service and development.

Working with SugarCRM partner provalida, Deutsche Telefon migrated three legacy systems into a single on‑premise Sugar v7.7.2 instance and added custom modules (PV‑View, CTI and PV Guide) to standardise workflows and automate processes. As a result, order intake doubled within three months, processing time fell by up to 50%, invoice verification time dropped to one third, ticket creation time fell by ~65% (from 10 to 3.5 minutes), and the full customer journey is now managed end‑to‑end in Sugar, avoiding a projected 30% headcount increase.

Deutsche Telefon

Alexander von Berg

Head of Technical Processes and Information