Leading Norwegian telecom company NextGenTel saves millions by switching to SugarCRM
A bold decision by NextGenTel’s management saved the company nearly two million Norwegian Krone overnight! By implementing a new SugarCRM system, they gained better lead quality and increased levels of customer service using fewer employees.
NextGenTel, a leading Norwegian provider of broadband and content services, was facing a big challenge. Over the years, they had come to use several different systems for sales pipeline, customer service, delivery logistics and invoicing. As a result, it had become challenging to share information across departments to get a clear view of sales leads and orders in the pipeline.
At the same time, the many systems in use also slowed down customer service and delivery:
“It was clear to management that NextGenTel had a business-critical need for a single, integrated platform to run sales pipeline, delivery, invoicing, and customer service. It was vital to create a platform that automated processes instead of having different systems that needed a lot of manual work”, says Lasse Andre Nordgulen, CIO at NextGenTel.
A need to think outside the box
Lasse explains: “We started with a more prominent, traditional provider; however, their timeline to integrate a new platform was several years. In this period, NextGenTel was sold to a capital fund. We realised we needed much quicker implementation to create the changes we wanted to meet the board’s reduced deadline. So, we needed to think outside the box; I knew that a business goal so ambitious could never be reached without pushing the organisation to the limit. For that very reason, we also needed assistance from experienced experts.
Lasse searched the market for other providers and alternative solutions. During his search, he was referred to enable.services, part of the enable.services family.
Time and money saved overnight
“We found a highly-skilled partner in enable.services, who could turn our unrealistic ambitions on deadlines and implementation into a cost-effective solution, resulting in profound benefits across the entire value chain. As a first step, NextGenTel saved two million Norwegian Krone overnight in our new agreement with enable.services, who managed to implement the entire platform project to a very tight timeline, in only half the time of the previous provider.”
360-degree discovery analysis
“Secondly, enable.services kicked off with a 360-degree discovery analysis workshop. They took a deep analysis of the vital processes in our business to understand how we could work smarter and automate processes. Based on this, they created a clear strategy and successfully phased the implementation for the SugarCRM platform. I’m sure this couldn’t have been done without enable.services’ Nordic partner, Kristian af Sandeberg’s extraordinary ability to help solve the obstacles in our way. He has a great skillset and understanding of different cultures to communicate with all kinds of employees,” says Lasse.
Higher quality with fewer resources
“NextGenTel’s results from switching to SugarCRM are already profound after the first year. It has given us an immediate overview and transparency into the core of our business. Today, we have clear business insights due to the hugely-improved data quality. We have higher quality in the sales pipeline, delivery logistics, invoicing and increased customer service using fewer employees with this new, more automated platform. Due to the automation, we also see fewer mistakes in pipeline and delivery – and we manage to identify problems before they affect our customers. Now we let the platform do the work with better insights, sales – with happier clients as a result,” Lasse concludes.
NextGenTel is one of Norway’s largest broadband providers. Discover more about them here.
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