SugarCon2013: Driving Results in a Diverse Sales and Support Organization
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SugarCon2013: Driving Results in a Diverse Sales and Support Organization



Dean B. Xeros, uShip, Inc. ...

Dean B. Xeros, uShip, Inc.

uShip, the world’s largest online shipping marketplace, will present how they they were able to leverage SugarCRM across a variety of sales and support organizations. These diverse groups include inbound sales for their Retail sector, inside sales, account management and carrier development for their Commercial segment and finally, planned expansion to their fields sales team within their LTL organization. Areas of impact include process efficiency, enhanced customer support and targeted customer acquisition.



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  • uShip is the world’s largest and most trusted transportation marketplace, primarily serving thefreight, household goods, and vehicle shipping markets.

SugarCon2013: Driving Results in a Diverse Sales and Support Organization Presentation Transcript

  • 1. Driving Results in a Diverse Sales and Support Organization Dean Xeros, VP of Sales for uShip
  • 2. Company OverviewWorld’s Largest Online Shipping Marketplace
  • 3. About uShipA proven, turn-key transactional platform for shipping• Founded in 2003, launched March 2004• 1.5+ million shippers, 350,000+ carriers and brokers registered• Over $300M in gross shipments to date (30% commercial freight)• Key categories: Vehicles, Heavy Haul, Freight (TL/LTL), HHG/Moving• End-to-end platform: Post, Negotiate, Dispatch, Tracking, Payments, Mobile• Key partners: Ritchie Bros., eBay Motors,, IAA, CycleTrader• Global footprint: N. America, Europe, S. America, Australia, India• Venture backed (Benchmark Capital, DAG Ventures and Kleiner-Perkins)• 2010 Inc. 500 List of fastest growing private companies• Leveraging success in retail, launched commercial division (uShip PRO)• Offering spot freight exchange platform to brokers and 3PLs• Oh, and we also have a TV show – “Shipping Wars” on A&E
  • 4. Before SugarCRMuShip Before Implementing SugarCRM
  • 5. Before SugarCRM• Focused primarily on the consumer market – Inbound call center – Focused on partner support• Used a combination of tools that all together were inefficient – Google docs – Excel spreadsheets – Internal systems – Pen and paper
  • 6. Business ChallengesPain Points of a Growing Company
  • 7. Business Challenges• Expanded into commercial accounts – Brokers/3PLs/Shippers – Carriers• No platform in place to manage longer-term relationships• Needed a more streamlined process• Consolidation of data• Reporting
  • 8. The SolutionChoosing Sugar and Our Partner Epicom
  • 9. The Solution• Had experience in working with Sugar Community Edition & Epicom• Selected Epicom to assist in the development of a solution for both commercial and retail customers
  • 10. The Solution• Sugar integration with: – Asterisk phone x system – uShip’s database x – uShip’s website Website & Database – HelpSpot (uShip’s x help desk application)
  • 11. Screen Pop
  • 12. The ResultsBenefits Seen Since Using Sugar and Epicom
  • 13. The Results• Productivity improved 20%• Didn’t have to hire additional overhead as the company grew• Account management efforts were improved dramatically – Had real-time access to usage data & support issues• Reporting takes 8 hours less per week• Self-reliant – Epicom support and training internal staff
  • 14. Looking AheadFuture Projects and Use of Sugar as uShip Grows
  • 15. Looking Ahead• Expansion into LTL field based sales team – Potential for Sugar Mobile• Estimated hiring 100 new employees in 2013• Expansion into Global markets
  • 16. Thank You