Growing Intelligently: Using CRM to Scale Sales

Information

Flexing Sugar Platform

Adriana Vale

Business Intelligence Analyst

Fresenius Medical Care Brazil

4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 2

Fresenius Medical Care Brazil Case Study

Fresenius Medical Care Brazil

Leader in dialysis,

Largest supplier of machines and equipment for individuals undergoing dialysis.

SUGARCRM customer since 2009, integrated SUGAR and SAP, streamlining the order process and reducing cycle times.

Business Challenges:

How to streamline order processes, reduce cycle times and organize the market information?

Market Information: hard

to reach

Simplify orderplacement

Processes: manual and

irregular

Fresenius Medical Care Brazil Case Study

Market Information:

hard to reach

Simplify Orderplacement

Processes: manual and irregular

Fresenius Medical Care Brazil Case Study

Easy tocustomize

Excellentprice to

value

Userfriendly

Web access

SAP integration

The solution:

Fresenius Medical Care Brazil Case Study

In order to fit our needs, 24 modules were created.

Easy tocustomize

• Order level of approval – workflow due to the commercial policies

• Security settings – password expiration

• Invoices – ability to follow up customer purchases

• Accounts – integrated to SAP info; among others.

Allows users to input and view market info anytime, anywhere.

Web access andUser Friendly

• Can be accessed through mobile, notebook or tablet

• Intuitive – all important information under the ACCOUNT

• Allows Sales Reps to evaluate customer due to CRM profile

Updated information back and forth from SAPSAP integration

• Orders placed on SUGAR are automatically transferred to SAP in order to be billed

• Invoices and updated customer financial info are visible by the Sales Representative

Fresenius Medical Care Brazil Case Study

Optimized Billing process:

Order input on SUGAR

Order sentto SAP

Analysis ofcustomer

credit

Creation oforder

number

Billing/

Generationof Invoice

Customerupdated

Informationreturns to

SUGAR

Processing: from up to 3 days to a few hours, same back office staff.

Fresenius Medical Care Brazil Case Study

Attracting users:

=

• SIGA stands for “following”, referring to the customer information

• The name relates to service instead of “system”, creating a friendly identity for users

• Stands out the idea of an updated information management tool

Fresenius Medical Care Brazil Case Study

Business Benefits:

Strategic campaigns to drive sales, tailored to attend customers´ needs

Billing Info

Credit riskanalysis

CRM:customerprofile

Fresenius Medical Care Brazil Case Study

Customer Knowledge

Mkt share

growth

ROI

Fresenius Medical Care Brazil Case Study

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