Monitoring client satisfaction is at the core of Intrum Justitia's business priorities. To achieve it, very early on the company deployed CRM proprietary tools, notably Sage KDP Vente Partner. However, the scope of its customer monitoring was constantly changing and these tools lacked the ability to adapt. Replacing the proprietary systems was an opportunity for the IT division in France (which was also in charge of Western Europe) to standardize IT systems while improving customer monitoring.In September 2010, Intrum Justitia decided to consider a new solution and evaluated several. Already used in Spain and Portugal, SugarCRM was favored to meet the need to consolidate and standardize the group's IT systems in the region. Besides the proximity of Synolia and the fact that Sugar was already used in other subsidiaries, Sugar quickly won over the Intrum Justitia teams, who were attracted by the simplicity and practicality of a web-based tool.