BIG Logo

Challenge: To centralise contact management data and make it transparent; manage projects and potential projects within one platform; drive user adoption. 

Solution: Sugar Enterprise, hosted on-premise, with customisations by Sugar Elite Partner UpCurve Cloud

Results:

  • Cost savings by restructuring the databases before they grew too large to manage.
  • Time savings by creating workflows that fostered transparency and enriched information-sharing.
  • At-a-glance, color-keyed data via UpCurve Cloud reporting enhancements.

Bjarke Ingels Group, known as BIG, is a trend-setting architectural firm with offices in the United States and Europe. Among its works are VIA 57 West, a 44-story residential high-rise, and Two World Trade Center in New York City, the LEGO House in Denmark and the Washington Redskins football stadium.

Story:

BIG’s Growth Trend Demands a Workhorse CRM

With high profile-projects throughout Europe, North America, Asia and the Middle East, BIG’s growth was outstripping its ability to track projects and contacts.

BIG had relied on Microsoft Outlook and Excel for contact management, with no central database to hold all the information. Users couldn’t find and report in a timely way.

Leadership decided it was vital to centralize data, creating a singular place where users could access all the information. And it had to do it now; waiting could take double the time and costs to make the change.

Before implementing Sugar, BIG had a CRM marketed towards the architecture and engineering industries, but the firm scrapped it within a year. BIG had several custom configuration needs that the other CRM wasn’t built to accommodate, and it needed an Outlook integration.

Not only was the lack of a robust, enterprise-level CRM hurting business, it was dampening user enthusiasm toward any CRM. “There was a general feeling of weariness around the subject of implementing a new CRM,” says Arielle Cruz, business development manager.

BIG’s Growth Trend Demands a Workhorse CRM

With high profile-projects throughout Europe, North America, Asia and the Middle East, BIG’s growth was outstripping its ability to track projects and contacts.

BIG had relied on Microsoft Outlook and Excel for contact management, with no central database to hold all the information. Users couldn’t find and report in a timely way.

Leadership decided it was vital to centralise data, creating a singular place where users could access all the information. And it had to do it now; waiting could take double the time and costs to make the change.

Before implementing Sugar, BIG had a CRM marketed towards the architecture and engineering industries, but the firm scrapped it within a year. BIG had several custom configuration needs that the other CRM wasn’t built to accommodate, and it needed an Outlook integration.

Not only was the lack of a robust, enterprise-level CRM hurting business, it was dampening user enthusiasm toward any CRM. “There was a general feeling of weariness around the subject of implementing a new CRM,” says Arielle Cruz, business development manager.

BIG Will Build on its CRM Success

Riding the success of its implementation and user adoption, BIG is looking at more Sugar uses, such as adding functionality to track the firm’s exhibitions and lectures.

Arielle also wants to gain more operational insights by expanding reports and dashboard use. It appears she’ll have executive-level support. “Our tailored CRM system will ensure that BIG is able to respond to any future possibility,” says Kai-Uwe Bergmann, a BIG partner and head of business development.

Integrations: Outlook

Customisations: Adapted Task and Contact Module for colour-coding

"Because everything is centralised now, we know where to find the information we’re looking for, and our work process is much faster, reliable, and more efficient." - Arielle Cruz, Business Development Coordinator

"When putting together our marketing materials, it’s been such an improvement to be able to gather general project information such as size, location and program so quickly..." - Arielle Cruz, Business Development Coordinator

BIG's information:

Industry: Construction

Location: Copenhagen, New York City

Website: https://www.big.dk