Case Study: Selangor Dredging (SDB)

SDB Delivers 50 Percent Sales Growth with

SugarCRM Solution
iZeno Customizations Slash Customer Service Response Time
by 80 percent
Company Profile
Headquarters
Kuala Lumpur, Malaysia
Founded
1962
Company Description
Starting as a tin mining enterprise,
Selangor Dredging (SDB) is now a
quality lifestyle property company
based in Malaysia. The companys
business comprises property
management and leasing, hotels, and
property development.
Website
www.sdb.com.my
Solution
Sugar Professional
Solution Partner
iZeno

Selangor Dredging, a quality lifestyle property company based in Malaysia, deployed Sugar to
improve its sales and customer service processes. With customizations implemented by Sugar
gold-level partner iZeno, the company realized a 50 percent boost in sales, reduced customer
service response time by 80 percent, and decreased the time it took to generate a report from four
hours to 4 minutes.

Business Challenges
To achieve its growth goals, Selangor Dredging (SDB) needed a CRM solution that could improve its
sales and customer service processes at all levels, while eliminating reliance on Excel spreadsheets
to manage sales activities and customer data. This effort would include streamlining processes,
improving the visibility of customer data, and boosting performance across the sales, marketing,
finance, and customer service teams. The company also wanted to track and report customer activity
so that information could support business development strategies. In addition, the solution had to
be flexible enough to easily integrate with Wiz, SDBs property management system.

The Solution: Sugar Professional

Although SDB considered other CRM solutions, the company engaged SugarCRM Gold Partner
iZeno to deploy Sugar, which met all of SDBs requirements. iZeno demonstrated to SDB how its
customers in the property management industry leverage CRM solutions to optimize marketing,
sales, and customer support processes. The solution has transformed SDBs sales processes,
enabling the company to track results from sales and marketing activities and respond to customer
complaints more effectively. SDB also incorporated iZenos Sugar SMS module to support text
messaging with customers. Sugar was deployed on IBM System x, which offers the reduced cost
and complexity of the x86 platform coupled with industry leading quality, service, and technology.

Business Benefits
With Sugar, SDB dramatically improved sales pipeline tracking, boosting sales by 50 percent. The
solution also streamlined the online retrieval of customer booking information and enhanced
reporting. As a result, Sugar enabled SDB to reduce customer complaint response time by 80
percent and report generation time from four hours to just four minutes per report. Prior to Sugar,
these complaints were tracked with paper records. Now the process is paperless, fast, and
efficientan integrated feedback and defects management system that provides greater value to
SDB customers.

Sugar has had a major positive impact on our business. It helped us

increase sales by 50 percent and improve customer service dramatically.
Helga Fernandez, Project Manager, SDB

SugarCRM
10050 N Wolfe Rd, SW2-130
Cupertino, CA 95014
U.S.A.
Tel: +1 408.454.6900
info@sugarcrm.com
www.sugarcrm.com

iZeno
72 Bendemeer Road, Luzerne #05-28
Singapore, 339941
Singapore
Tel: +65 6100 2788
benny.ng@izeno.com.sg
www.izeno.com

Besides improving sales and customer service, Sugar added value in other key areas of SDB operations, concludes
Fernandez. It increased our ability to plan and execute marketing events, compare the ROI of current and past campaigns,
and convert survey numbers into accurate projections. Knowing that we have the option in the future to migrate to the IBM
SmartCloud is another reason for choosing SugarCRM. All of this makes us more competitive.

About Selangor Dredging

Starting as a tin mining enterprise, Selangor Dredging (SDB) is now a quality lifestyle property company based in Malaysia.
The companys business comprises property management and leasing, hotels, and property development. Our Brand
Promise Driving Excellence, Building Lifelong Relationships sums up what we strive to dodriving excellence in terms of
products and services to build a lifelong relationship with purchasers, hotel guests, tenants, and all our stakeholders.

About iZeno
iZeno is SugarCRM Gold partner offering local support, training, customization, and consulting services to customers ranging
from SMEs to Fortune 500 companies in more than 15 industries in the Asia Pacific region. The iZeno SugarCRM team has
helped improve client profitability by delivering CRM solutions using onsite and offsite delivery models. Our expertise in
integrating SugarCRM with legacy systems, telephony, SMS, Jaspersoft business intelligence, ERP applications, and portal
technologies makes us the right choice for global CRM deployments.

www.s u g a r c r m .c om
04-12-006

10050 North Wolfe Road SW2-130 Cupertino, CA 95014 T: 408.454.6900 F: 408.873.2872

SugarCRM Deutschland GmbH Crusiusstrasse 1 80538 Munich Germany T: +49 (0)89.18.91.72.0 F: +49 (0)89.18.91.72.150
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