FAMO
FAMO drives sales and builds customer loyalty with Sugar
The Sugar effect
Eliminated
manual workflows
CRM + ERP
full integration
Extended
marketing capabilities
FAMO is a leading wholesaler of electrical, plumbing, and steel products. Active on the market for decades, you have a reputation as a trusted partner and service provider.
The challenge
To ensure transparency in its customer service and operations, FAMO established a customer relationship management (CRM) service department. However, its team struggled to make sense of its customer data. “Previously, we relied on our enterprise resource planning (ERP) system to form basic visit reports and gather rudimentary customer data, but it lacked features like dashboards that would help us visualise our work,” recalls Holger Orgs, Head of CRM Service at FAMO.
The solution
When looking for the right CRM solution, SugarAI caught FAMO’s attention with its wide range of functions, intuitive interface, and the possibility to implement customisations without any coding knowledge. Sugar also offered a module for marketing automation. It was also possible to create a customised interface to integrate its existing ERP system with Sugar.
“We have finally gained a helicopter view where we can see everything about a customer at a glance. As a result, our company’s goals are clearer, and we can build customer relationships, increase sales, and achieve commercial success.”
HOLGER O. Head of CRM Service, FAMO
The results
A fully customised helicopter view
Automating manual tasks
An award-winning implementation
FAMO
FAMO is a leading wholesaler of electrical, plumbing, and steel products. Active on the market for decades, they have a reputation as a trusted partner and service provider.
But they struggled to gain a coherent view of their customers, juggling static, quickly outdated Excel sheets and sifting through formulas to generate insights.
So, they turned to Sugar, bringing teammates on board by creating a buzz around this new way of working. With Sugar Sell, they can manage and preview live customer data with customised dashboards and reports. Meanwhile, Sugar Market helps them automate newsletters and target communications.
Now, they have a full picture of every customer, even when they’re on the go – all they need is the app! With more transparency, they can set clear goals, optimize resources, build lasting relationships with customers, and even streamline operations. They have fewer complaints from customers, and are saving countless hours.
Sugar partner
Open CX
OPEN CX GmbH is an Advanced SugarAI reseller partner and part of the OPEN digital group, supporting organizations across the DACH region with digital transformation across sales, marketing, and service. With over 250 specialists across multiple locations in Germany, OPEN CX helps companies of all sizes design and optimize customer-centric systems that scale.
Formerly known as Insignio CRM, OPEN CX brings more than 15 years of experience working with SugarAI, combining deep expertise across CRM, customer experience (CX), marketing automation, and service optimization. As one of the largest SugarAI partners in Europe, OPEN CX specializes in fine-tuning and enhancing Sugar environments to help organizations improve customer engagement and operational efficiency.
With a strong focus on integrations, data-driven performance, and intelligent automation, OPEN CX supports customers throughout the full CRM lifecycle — from strategy and consulting to implementation and ongoing optimization — delivering measurable outcomes across complex customer ecosystems.
