Geeks on the Way Achieves Call Center Success with SugarCRM and Asterisk



    Western Canada's largest residential and small business IT support team
    leverages Sugar's flexible architecture to see strong return on
    investment

    Webcast detailing Geeks on the Way implementation now available on
    www.sugarcrm.com

    CUPERTINO, CA, Nov. 29 /CNW/ -- SugarCRM, the world's leading commercial
open source customer relationship management (CRM) software provider, today
announced that Geeks on the Way, Western Canada's premier technology support
firm, has deployed SugarCRM to power its sales and customer support
organization.
    By integrating SugarCRM and Asterisk, the industry-leading open source
telephony platform, Geeks was able to quickly roll out an integrated voice and
CRM system that allows its call center to more effectively manage high call
volumes across multiple geographies.
    "SugarCRM is the strongest of all the CRM products we evaluated," says
John Leishman, CEO of Geeks on the Way. "Sugar had the most flexible
architecture that was also scalable, allowing the CRM system to grow along
with our aggressive expansion plans. With SugarCRM, we have reduced call
handling time from two to three minutes down to as little as 20 seconds,"
    To learn more about how Geeks on the Way is using SugarCRM and Asterisk,
please visit: 
http://www.sugarcrm.com/crm/index.php?option=com_form&task=showForm&id=126
    SugarCRM's open source architecture allows Geeks to integrate its call
center environment with other technologies, which has added to Geeks on the
Way's ability to deliver superior service. Integrations with mapping
technologies, for example, allows more efficient dispatch and scheduling --
getting the closest available agent to handle newly logged service calls.
    Geeks on the Way has also integrated SugarCRM with its accounting and
e-commerce systems, which has helped to automate a variety of complex and
manual processes across various departments. For example, Geeks on the Way can
now process payroll for all of its agents across Western Canada in five
minutes; a process that previously took the firm's accounting department 24
hours.
    Geeks on the Way is looking to continue to roll out Sugar to more
departments, as well as leverage the power of Sugar as it enters new
geographies. Geeks on the Way plans on growing tenfold in the next several
years, thanks, in part, to having such a flexible CRM system that allows it to
meet its customer needs in a fast and cost-effective manner.

    About Geeks on the Way

    Geeks on the Way is the leading technology support provider to residences
and small offices in Western Canada. The firm was incorporated on October 1,
2001 and has grown from answering phone calls in a coffee shop with a cell
phone and a laptop, to a technically sophisticated call center with highly
trained technicians able to be dispatched usually for same day service. The
company now has three locations with 20,000 unique customers serviced and over
45,000 service calls made to date.

    About SugarCRM

    SugarCRM is the world's leading provider of commercial open source
customer relationship management (CRM) software for companies of all sizes.
SugarCRM easily adapts to any business environment by offering a more
flexible, cost-effective alternative than proprietary applications. SugarCRM's
open source architecture allows companies to more easily customize and
integrate customer-facing business processes in order to build and maintain
more profitable relationships. SugarCRM offers several deployment options,
including on-demand, on-premise and appliance-based solutions to suit
customers' security, integration and configuration needs.
    For more information, call (408) 454-6900 or 1 877 SUGARCRM toll-free in
the US, email contact@sugarcrm.com, or visit http://www.sugarcrm.com.




For further information:

For further information: Chris Harrick of SugarCRM, +1-408-454-6947, Web
Site: http://www.sugarcrm.com

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