New CX Wins with SugarCRM, Cognizant, and BlueConic

Partners Include FSIoffice, University of Melbourne, and Asics

New CX Wins with SugarCRM, Cognizant, and BlueConic

SugarCRM Contributes to 40% Greater Efficiency at FSIoffice

SugarCRM, the Silicon Valley-based software company, helped FSIoffice achieve a 40% improvement in sales efficiency, enabling enhanced reporting and analytics while also powering sales automation and intelligence for one of the world’s largest independent office supply dealers.

FSIoffice implemented Sugar Sell as its CRM solution, working with Sugar partner CRM International to transition from manual spreadsheets to an all-in-one CRM platform and advanced sales automation solution. The deployment enables FSIoffice to simultaneously identify sales opportunities and engage with its customer base of 20,000.

Sugar is also fully integrated with the enterprise resource planning (ERP) system of FSIoffice, uniting its front- and back-office data. The integration supports real-time analysis on purchase orders and payment terms, giving FSIoffice a 360-degree customer view to help find new revenue opportunities.

Related Article: SugarCRM Unveils Generative AI for Sales, Marketing, and Service

For its part, FSIoffice integrated predictive business-to-business (B2B) sales intelligence from sales tool provider sales-i, which surfaces data-driven insights on sales and opportunity alerts based on customer buying behavior.

The total result: A more targeted sales and marketing approach, as well as improved efficiency for Charlotte, North Carolina-based FSIoffice, with its nine distribution sites and a product portfolio of more than 40,000 items.

“Sugar has contributed to account managers’ ability to handle 40% more cases thanks to automated efficiency,” said Beth Freeman, executive vice president at FSIoffice. “Now our teams can access valuable insights and act on them in one place, in real time. Plus, with all sales data and tools together, reps can send engaging communications and marketing resources to prospects and customers in just a few clicks, saving significant time.”

Jason Rushforth, SugarCRM senior vice president and general manager for the Americas, says that with the company’s solution, FSIoffice can now reach out to customers before a new need arises and can suggest complementary products, contributing to top-line growth. FSIoffice is also able to generate a high-definition view of customers and business operations at any time, Rushforth adds, to proactively generate demand, support its growing catalog, and improve CX.

Established in 2004, SugarCRM is known for helping marketing, sales, and customer service teams attain higher levels of efficiency through improved automation and intelligence. Its customers are located in 120 countries and include Apple, Goldman Sachs, UK financial organization Ace Insurance, and Dutch government entity Politie.

Cognizant Collaborates with University of Melbourne to Implement Tealium CDP

Cognizant, the Teaneck, New Jersey-based IT services and consulting company, has been selected by the University of Melbourne (UoM) in Australia to implement the customer data platform (CDP) from Cognizant partner Tealium. The UoM chose to collaborate with Cognizant to support the creation of data-led and personalized experiences for students, staff, and alumni as the university aims to enhance engagement with its constituents, UoM officials state.

Ai Lin Macdonald, UoM acting executive director of communications and marketing, says the CDP is designed to provide relevant content to constituents to inspire deep and continued engagement with the university, a public research facility that is also Australia’s second oldest university, founded in 1853.

“As we continually undertake processes of digital transformation, we have the opportunity to elevate the student experience,” noted MacDonald. “We expect this journey will prove invaluable for the university, students, and alumni as we create tailored lines of communication, based on individual needs. Coming into this transformation, our mission is to efficiently and effectively communicate with past, present, and even future students, helping them engage with UoM on their terms.”

Cognizant, part of the NASDAQ-100, helps companies modernize technology. It is a participant in the Tealium Partner Network, with its partnership with Tealium designed to bring about the faster adoption of CDPs to amplify business value for customers.

Related Article: ServiceNow, Cognizant Team to Push AI Innovation

Kristen Anderson, director of marketing modernization at Cognizant, expresses enthusiasm in working with the University of Melbourne. “We are excited to be collaborating again with one of Australia’s preeminent universities. And, through the implementation of Tealium CDP, we look forward to helping UoM improve engagement with students, alumni, and community.”

CDP Provider BlueConic Helps Athletics Firm Asics Enhance Personalization

Boston-headquartered CDP provider BlueConic has teamed up with Japanese athletic footwear and apparel maker Asics. The partnership, according to BlueConic, will enable the Asics team to support a growing number of personalization projects while remaining compliant with consumer data privacy regulations around the globe.

In particular, Asics will use BlueConic to unify its first-party data to obtain a deeper understanding of the individual interests, behaviors, and preferences of its customers, making it possible for the business teams at Asics to build robust segments and orchestrate highly personalized experiences for customers across all touchpoints, while mitigating consumer data risk for the organization at the same time.

“We chose BlueConic because of the flexibility and usability of the platform, along with their ability to support various use cases across brands and regions—from data cleanup and identity resolution, to compliance and personalization,” said Melissa Reed, senior product manager of customer data at Asics Digital.

BlueConic also stood out for its level of support in addressing the athletic company’s concerns and in providing effective solutions, Reed adds. “Ultimately, it was this combination of people and platform that made BlueConic the clear CDP vendor of choice for our organization.”

Founded in 2010, BlueConic bills itself as the CDP that ”liberates companies’ first-party data from disparate systems” to transform customer relationships. BlueConic claims more than 350 firms worldwide as customers, including Forbes, Heineken, Mattel, and Michelin.

Author Information

Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.

At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.


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