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As you might expect from one of the most recognizable customer management relationship softwares out there, SugarCRM’s global teams are all over the place—literally. In the past, when using multiple tools from Monday.com to Basecamp, nothing was streamlined, productive collaboration was almost impossible, and internal user adoption was nonexistent... until Teamwork.com came to the rescue.
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Challenge
Low user adoption: “Some people had licenses, some didn’t, and no one was using it consistently,” said Sarah Friedlander Garcia, Senior Director, Brand & Content Marketing.
Fragmented tools: “We used multiple platforms—Monday.com, Basecamp, email—and it was all over the place,” Sarah explained.
Global team communication: Managing a global team across multiple time zones made collaboration and alignment especially difficult. And using fragmented platforms wasn’t helping matters.
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Solution
A unified platform: With Teamwork.com, SugarCRM found a unified platform that integrated project management, time tracking, and communication seamlessly. "We're all using the same instance of Teamwork.com, but the way that marketing uses it compared to the CX professional services team is widely different, but it really speaks to how versatile the platform is," Sarah explained. “We were just grateful not to be juggling multiple tools to manage literally hundreds of projects,"
Customizable workflows: “Teamwork.com let us set up workflows that made sense for each team, whether they preferred a list or board view,” Sarah added. “They’ve been able to build out systems and processes that work for them and their specific team.”
Improved communication and reporting: “The ability to assign tasks, leave comments, and track progress all in one platform has been a game-changer, especially across global teams,” according to Joe Dawe, SVP, Services. “Time tracking and invoicing are also crucial for us, and with Teamwork.com, our accuracy has drastically improved.”
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Results
Increased adoption: Teamwork is now fully integrated across SugarCRM’s global teams, becoming a core part of daily operations.
Improved productivity and efficiency: “It makes us all a lot more productive, especially since we sit across multiple countries and multiple different time zones,” Sarah said.
More accurate billing and budgeting: Because Sarah works with different agencies, vendors, and contractors in addition to her team, accurate time logging and billing is crucial. “I love that Teamwork.com has a pie chart where I can see how much budget I’ve allocated, and that keeps me honest just knowing how much burn we have left before we need to up the amount of budget for that specific contractor.”
Invoicing accuracy: Because they’ve integrated Teamwork.com with their CRM, SugarCRM has full traceability from the moment an opportunity closes to when a project is automatically created based on that deal. “Even though we’re doing well over $10 million in invoicing every year, our invoicing accuracy has been spot-on. We’ve actually credited less than $20,000 in the last year because our data is so tight and our projects are set up correctly,” Joe explained.
Streamlined communication: “The ability to have comment logs and communication... that’s a large part of what keeps us coming back to Teamwork.com,” Joe said.
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