sugarcon2013: driving results in a diverse sales and support organization

Driving Results in a Diverse Sales and Support OrganizationDean Xeros, VP of Sales for uShip

Company Overview

World’s Largest Online Shipping Marketplace

About uShipA proven, turn-key transactional platform for shipping• Founded in 2003, launched uShip.com March 2004• 1.5+ million shippers, 350,000+ carriers and brokers registered• Over $300M in gross shipments to date (30% commercial freight)• Key categories: Vehicles, Heavy Haul, Freight (TL/LTL), HHG/Moving• End-to-end platform: Post, Negotiate, Dispatch, Tracking, Payments,

Mobile• Key partners: Ritchie Bros., eBay Motors, Cars.com, IAA, CycleTrader• Global footprint: N. America, Europe, S. America, Australia, India• Venture backed (Benchmark Capital, DAG Ventures and Kleiner-Perkins)• 2010 Inc. 500 List of fastest growing private companies• Leveraging success in retail, launched commercial division (uShip PRO)• Offering spot freight exchange platform to brokers and 3PLs• Oh, and we also have a TV show – “Shipping Wars” on A&E

Before SugarCRM

uShip Before Implementing SugarCRM

Before SugarCRM

• Focused primarily on the consumer market– Inbound call center– Focused on partner

support

• Used a combination of tools that all together were inefficient– Google docs– Excel spreadsheets– Internal systems– Pen and paper

Business Challenges

Pain Points of a Growing Company

Business Challenges

• Expanded into commercial accounts– Brokers/3PLs/

Shippers– Carriers

• No platform in place to manage longer-term relationships

• Needed a more streamlined process

• Consolidation of data

• Reporting

The Solution

Choosing Sugar and Our Partner Epicom

The Solution

• Had experience in working with Sugar Community Edition & Epicom

• Selected Epicom to assist in the development of a solution for both commercial and retail customers

The Solution

• Sugar integration with:– Asterisk phone

system– uShip’s database– uShip’s website– HelpSpot (uShip’s

help desk application)

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Website & Database

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The Results

Benefits Seen Since Using Sugar and Epicom

The Results

• Productivity improved 20%• Didn’t have to hire additional overhead as

the company grew• Account management efforts were

improved dramatically– Had real-time access to usage data & support

issues

• Reporting takes 8 hours less per week• Self-reliant

– Epicom support and training internal staff

Looking Ahead

Future Projects and Use of Sugar as uShip Grows

Looking Ahead

• Expansion into LTL field based sales team– Potential for Sugar

Mobile

• Estimated hiring 100 new employees in 2013

• Expansion into Global markets

Thank You