CASE STUDY: SIM University

SIM University
Educators Leveraging the Power of Open Source
Company Profile
Headquarters
Singapore, Malaysia
Founded
1991
Company Description
Singapores first and only
private university focusing on
upgrading and learning needs
of working professionals and
adult learners
Customers
6500 working adults
and professionals
Solution
Sugar Enterprise On-Site
Implementation Partner

Founded in 1991, SIM University is

Singapores first and only university dedicated to working adults, offering working
professionals a wide range of quality
degrees. Via 40 academic program offerings, SIM University has focused on providing
business professionals with the opportunity
to enhance their skills and acquire higher
educational qualifications while balancing
their career.
Service With a Telephonic Smile
When the customer office picks up the
inbound service call, the LCD screen being
viewed by the agent instantly displays the
students information, allowing the agent to
address the caller by their first name, and
providing a warm greeting to a student that
was expecting an otherwise mundane
response.
Thats exactly the experience SIM University
wanted to provide its students with when it
went shopping for a new CRM system to
align with their CRM strategy. Other than
providing critical performance metrics and
tracking key CRM activities, SIM University
needed to replace an outdated system of
Excel spreadsheets and in-house developed
applications with a flexible and customizable
CRM system for marketing, and was looking
for a solution that could easily integrate with
its Alcatel IP PBX telephony system.
The Open Source Answer
After many rounds of discussions and presentations with various vendors, SIM
University decided on engaging iZeno to
implement SugarCRM Enterprise edition
for 25 of its users in the student recruitment
and relation departments. SIMs decision for
SugarCRM was driven primarily by the solutions ability to integrate with key existing

applications and IP PBX solutions, the availability of source code to allow flexible
customizations, strong reporting capabilities, and the local support and service
provided by iZeno, a partner and provider of
SugarCRM solutions in the Asia Pacific
region. iZeno worked closely with SIM
Universitys IT team, and with Singapore
Computer Systems, who was providing the
Alcatel telephony system that SugarCRM
Enterprise would integrate with.
Integration with Singapore Computer
Systems IP PBX solution was critical to the
success of this implementation, says Benny
Ng, director of sales and marketing at iZeno.
We leveraged Sugars open source functionality to build out the integration between
the two.
An A+ In Customer Service
Utilizing Sugar Enterprise has enabled SIM
University to identify bottlenecks in resolving
student issues and leverage Sugars Lead
and Campaign modules for student recruitment, improving marketing ROI. The
university now has a better understanding of
student incidents based on issues or departments to improve service quality, and is
leveraging the tight integration between
Sugar Enterprise with Alcatel telephony
system to increase customer satisfaction.

We leveraged Sugars open

source functionality to build out
the integration between the two
(IP PBX Solution and Sugar).
Benny Ng
Director of Sales and Marketing
Izeno

www.s u g a r c r m .c om
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Using SugarCRM Enterprise, weve been able to

take our service levels to new heights, and provide
students with personalized interactions, content,
and improved service as a result, says Nancy
Tan, Manager of Student Relations Department
for SIM University.
About SIM University
SIM University is Singapores first and only private
university focusing on upgrading and learning
needs of working professionals and adult learners. SIM University has a rich education legacy,
having evolved out of the highly successful SIM
Open University Centre that has graduated more
than 5,000 students since 1991.
About iZeno
iZeno is the premier provider of SugarCRM and
Compiere in the Asia Pacific region, having
deployed open source CRM and ERP solution for
companies in Singapore, Malaysia, Thailand,
Australia, and China. Working together with technology leaders like IBM, Oracle, and SugarCRM,
iZeno provides best of breed open source technologies to improve key business process and
lower cost of investment in technology.

Using SugarCRM Enterprise, weve been

able to take our service levels to new
heights, and provide students with
personalized interactions, content, and
improved service as a result.
Nancy Tan
Manager of Student Relations Department
SIM University

www.s u g a r c r m .c om
10050 North Wolfe Road SW2-130 Cupertino, CA 95014 T: 408.454.6900 F: 408.873.2872
04-07-040

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