At SugarCon 2015, SugarCRM unveiled a new vision of CRM as the engine of a powerful enterprise customer engagement strategy, introduced Sugar 7.6, and offered attendees a rich set of presentations, panel discussions and technical sessions. It was a fantastic time for Sugar users, partners, developers, and industry leaders to Connect i2i, building and strengthening extraordinary relationships. The whole focus was on providing individualized experience to the end users.
Ozonetel, the pioneer in Cloud Communication in India has integrated with all the leading CRMs that include SugarCRM, ZOHO, SalesForce, FreshDesk and all other customized CRMs. At SugarCon 2015, Ozonetel showcased a case study that highlighted the Social Media & multi-channel integration with SugarCRM and our Contact Centre Solution, CloudAgent at the App Throwdown where various SugarCRM partners showcased how they had used the SugarCRM integration to provide innovative solutions to businesses.
Our case study was based on a leading online grocery store in India that has benefited immensely when Ozonetel partnered with SugarCRM and successfully integrated it with CloudAgent, the Contact Centre solution.
The customer has multi-channel touch points with its customers – be it voice, email or social media which were being handled individually. But with Ozonetel Solution, all customer interactions from various touch points get raised in a single trouble ticket – allowing the support team to have a seamless interaction with the customer. With the Ozonetel & Sugar CRM solution, the customer is able to track customer emails, comments on Social Media (Facebook & Twitter) and the response rate in real time. Additionally:
- The customer saved 100% in Capex with Ozonetel Solution
- Gets real time Business Intelligence
- Increased Customer Satisfaction by reduced Customer Call waiting time
- Increased Sales by 25% by returning missed calls