Case Study: The Franklin Mint Improves Customer Interactions with Sugar and W-Systems

Improving Customer Interactions with Sugar

The Franklin Mint, a collectibles company founded in 1964, was relying on legacy software and a shared email inbox that made it difficult to manage customer communications and track replies. To improve its operations, the company began looking for a new CRM and evaluated NetSuite, Salesforce, and Sugar.

W-Systems helped The Franklin Mint customize and implement Sugar as a self-hosted CRM integrated with its software stack. The result was a streamlined workflow that replaced multiple systems, centralized customer and sales data into a single source of truth, and improved day-to-day operations. W-Systems also delivered the project on budget and according to the customer’s requirements.

The Franklin Mint

Eugene Yaacobi

Director of Technical Operations