SugarCRM helps geeks on their way

Looks like a likely partnership between two companies with catchy names. SugarCRM, which is one of the premier open source CRM developers out there has helped Geeks on the Way offer improved call center services. Geeks on the way, by the way, is a technology support firm based in Western Canada.

The self-proclaimed geeks provide technical support to residences and small offices and have had around 45,000 calls handled till date. When we consider that its 45,000 calls with 20,000 unique customers serviced then we know that these geeks are running a well-co-ordinated unit.

SugarCRM has helped the geeks to manage increasing call volumes more effectively by providing an integrated voice and CRM system. The open source technologies has made it easier for the geeks to integrate the call center environment with other technologies such as mapping technologies and the result is superior service and timely attendance to calls. Call handling time has been reduced drastically from 2-3 minutes to around 20 seconds. The open source SugarCRM
architecture also fits in nicely with the Geeks expansion and growth plans.

Clearly, Sugar has won over the geeks at Geeks on the Way and the company now plans to extend SugarCRM to other departments; it has already integrated Sugar with its accounting and e-commerce systems.