About the customer
Rheem Manufacturing is an privately held manufacturer of high-quality, sustainable, and innovative water heaters, tankless water heaters, air conditioners, furnaces, pool heaters, and HVAC systems for residential and commercial applications, and is a full member of AHRI, the Air-Conditioning, Heating, & Refrigeration Institute.
Scope and Challenges
Rheem has selected SugarCRM to help it create a more valuable and efficient customer service call center.
In deciding on a new platform, Rheem conducted an extensive evaluation of many leading CRM vendors before choosing SugarCRM. The implementation was realized with the help of the integration partner Wipro.
Outcome and Implications
Using SugarCRM, Rheem expects to enable increase of their inside and outside sales forces, and their marketing team will also leverage the solution in its efforts.
Unlike traditional CRM solutions that focus primarily on management and reporting, Sugar empowers the individual, coordinating the actions of customer-facing employees and equipping them with the right information at the right time to transform the customer experience.
“The SugarCRM team really handled every technical question we threw at them during a very thorough evaluation process. Rather than a standard CRM demo, they were ready to show us how Sugar could help us improve Rheem’s customer support call center,” ... “We’re looking forward to working closely with Sugar as our team prepares for upcoming seasonal demand. Future initiatives will include the use of SugarCRM to enable our inside and outside sales forces, and our marketing team will also leverage the solution in its efforts.”- Pam Holt, Vice President for IT at Rheem.
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