SIGLA Credit: Predictive Dialer, PBX and Sugar CRM

The Problem

Lack of customer identification

The operators’ workload was excessive, which could cause stress and tension in the workplace.
Without a connection between the PBX and the CRM, operators could not identify who was calling on the display, losing the ability to offer a personalized greeting.

Disconnection between telephony and data

Vital information (customer records, tickets and leads) was confined inside SugarCRM, forcing staff into time‑consuming manual searches during every single call.

Inconsistency in outcome tracking

Manually recording call outcomes (busy, invalid number, etc.) was slow and error‑prone, making list cleaning and callback management unreliable.

Inefficiency in call flows

The lack of automation in number dialing and list management slowed down Call Center operations, limiting the number of customers served each day.

The Solution

PBX look‑up on Sugar CRM

We connected the Wildix PBX directly to the CRM records, enabling immediate display of the customer’s name and ensuring instant identification.

Automated customer pop‑up

Thanks to the integration between PBX and Sugar, the system automatically opens the correct customer record, ticket or lead based on the caller’s number, eliminating manual searches.

Predictive Dialer with Automatic Logging

Implementation of an automated calling system that does not distribute calls to operators and automatically logs the outcome (busy, invalid number, etc.) into the CRM lists.

Click‑to‑Call Integration

We enhanced the SugarCRM interface: the system recognizes phone numbers on web pages and allows calls to be started with a simple mouse click.

The Benefits

Personalized Customer Experience

Immediate caller identification makes it possible to greet the customer by name and know their history (loans or tickets) even before answering, increasing service quality.

Productivity and accuracy

Automating pop-ups and Click‑to‑Call eliminates search downtime and the risk of mistyping numbers, enabling the management of a much higher volume of leads.

Optimized contact lists

Thanks to automatic outcome logging in the CRM, the company has constantly updated and “clean” databases, ready for marketing campaigns and callbacks without the need for manual intervention.

Continuous data exchange

Bidirectional architecture: the integration does not just send calls, but creates a constant flow of information between Wildix, the Predictive Dialer and SugarCRM, keeping data continuously aligned.

Smart number detection: the system dynamically scans CRM pages to convert every numeric string into an actionable link, turning the management software into a communication tool.

Contextual pop‑up opening: the system recognizes the caller’s number and instantly opens the corresponding record in SugarCRM, distinguishing between customer profile, open tickets or leads, immediately providing the necessary information.

Database quality filter: automatic logging of outcomes (such as invalid numbers) continuously cleans CRM lists, improving data quality without manual intervention.

Our collaboration with SIGLA Credit srl

SIGLA Credit srl, our client, is a company specialized in providing personal loans and financing for over 35 years.
The company needed functional integrations for its business management system, developed by OpenSymbol, CRM Company. Thanks to our integrations, it was able to improve its corporate communication.