Consolidated System Leveraged by Customer Support

An Exceptional, Scalable Solution

Since its founding by Henry Sherwin and Edward Williams in 1866,  The Sherwin-Williams Company has not only grown to be the largest producer of paints and coatings in the United States, but is among the largest producers in the world.

Challenge

  • Needed a consolidated system that could be used by all of customer support.
  • Simplifying and reducing the number of applications being used was essential because onboarding took too long and cross training was challenging.
  • To promote user adoption, the solution had to add value to all areas of customer support and go-live needed to go smoothly.

Solution

  • SugarCRM Enterprise with integrations to a telephony system, document management software, accounts payable, and an enterprise service bus (ESB).
  • The ESB connected to many core systems to retrieve and send data including customers, products, orders, invoices, shipments, returns, and refunds.
  • An alert system was included to notify agents of serious website problems or repetitive product issues.

Results

  • Customer support successfully launched SugarCRM in early 2015 with exceptional user adoption.
  • Levementum continues to provide ongoing services to further consolidate systems and add new features.