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.
3. About uShip
A proven, turn-key transactional platform for shipping
• Founded in 2003, launched uShip.com 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, Cars.com, 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
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
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
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)
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
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