Case Study: Nor1 improves support and cash flow with W-Systems and Sugar

Nor1 Uses Sugar to Centralize Support Requests and Accelerate Cash Flow

Nor1, a hospitality technology provider, needed a scalable way to manage growing sales, support, and customer data as its business expanded across geographically dispersed teams. After moving from spreadsheets and desktop contact management tools, the company adopted SugarCRM to give remote users real-time access to pipeline, lead, and activity information.

W-Systems helped Nor1 implement complex customizations, including a round-robin support routing process with a multilingual keywords module that scans, translates, and assigns incoming cases. Hosted on W-Systems’ platform, Sugar enabled Nor1 to centralize support, improve service quality, reduce average response time, and create better visibility across departments, which helped accelerate cash flow and improve business intelligence.

Nor1

Cindy Glackin

Director of CRM Technology