Customer Snapshot: Support Group Services Pty Ltd.

Australian company uses the Pivotal toolbox to maximize the value of its CRM system

Support Group Services Pty Ltd (SGS) provides seamless integrated business services for international and local clients who wish to market their products in the Australasian region, but do not wish to set up local infrastructure. SGS has been the brand behind clients as diverse as McAfee, Macromedia, PowerQuest, and Scansoft. Offering a full range of services, SGS provides its clients with fully integrated warehousing/ fulfillment services, distribution services, administrative services, and marketing and sales services, including call center, marketing campaigns, loyalty programs, training programs, and integrated web solutions. Currently, SGS's 32 employees work with 23 business partners, providing their distinctive brand of high-level servicing and support to over 50,000 customers worldwide.

Challenges

  • Improve Customer Service
  • Increase collaboration
  • Increase operational efficiencies
  • Maximize opportunities

Results

  • Allowed the company to increase the range of services it can offer its clients by 70%
  • Increased customer retention by up to 70% for some of the company's clients
  • Increased the volume of work SGS can effectively manage—SGS is now conducting over 80 campaigns a year compared to 4 per year historically