sugarcon2013: driving results in a diverse sales and support organization
DESCRIPTION
Dean B. Xeros, uShip, Inc. uShip, the world’s largest online shipping marketplace, will present how they they were able to leverage SugarCRM across a variety of sales and support organizations. These diverse groups include inbound sales for their Retail sector, inside sales, account management and carrier development for their Commercial segment and finally, planned expansion to their fields sales team within their LTL organization. Areas of impact include process efficiency, enhanced customer support and targeted customer acquisition.TRANSCRIPT
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)
x
x
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Website & Database
Screen Pop
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