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Keurig, Incorporated, a wholly owned subsidiary of Green Mountain Coffee Roasters, Inc., is a leading manufacturer of gourmet single-cup brewing systems for both at home and away-from-home use. Green Mountain Coffee Roasters supports local and global communities by offsetting 100% of its direct greenhouse gas emissions, investing in sustainably grown coffee, and allocating at least five percent of its pre-tax profits to socially and environmentally responsible initiatives.


Keurig wanted to implement Oracle's Siebel CRM system to provide visibility into all sales activities, helping the company convert more leads, improve customer satisfaction, and grow the business in both the away-from-home and at-home market segments. The Siebel system was expected to provide an excellent CRM platform to support the specialty coffee company's sales function. Keurig needed their CRM to support their sales efforts in new markets, such as the "away-from-home" market and the consumer/at-home market. Keurig was also undertaking a massive effort to sell single-cup brewing systems directly to consumers via digital channels and establish a tele-web center to support these initiatives.


Eagle Creek delivered the Enterprise CRM design, configuration and implementation. Eagle's Creek's enterprise experience meant we were able to complete the required integrations with other corporate systems such as PeopleSoft (SCM, Financials, and HR). Keurig took advantage of Eagle Creek's U.S. Onshoring approach which combines on-site consultants with our offsite (but onshore) technology center based teams. Through this model, Keurig was able to implement to their time frame, while keeping within budget.

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