Case Study: Business News achieves digital transformation and a unified customer view with SugarCRM

When the Writing on the Wall aas Digital, Business News Aligned with SugarCRM

Business News, Western Australia’s largest independent business media company, needed to transform from a legacy print publisher into a scalable digital news service. The organisation faced shrinking print revenues, siloed systems (an outdated Access database), and fragmented editorial, advertising, events and subscription processes — so it sought a single platform to unify teams, improve reporting, automate subscription management and grow online revenue.

Business News implemented Sugar 7.5 Professional hosted on a partner-managed private cloud (CRM Online) with integrations to MailChimp, BIRT, Xero and Outlook and custom modules for ad-booking, billing and a customer portal. In three months the CRM linked departments, delivered a single view of the customer, automated invoicing and workflows, saved over $100k in admin time, produced instant reporting (160 reports), lifted digital revenue from ~5% to 30–40%, moved 74% of readers to digital channels and sustained an NPS consistently above +30.

Business News

Charlie Gunningham

CEO