Bluhm Systeme GmbH

Since 1998, the SMARTCRM GmbH supports the employees of the Bluhm Systeme GmbH. It all started with the Sales Information System ivs, from which the current CRM software emerged. A change of ERP has been completed with SMARTCRM, this was implemented to full satisfaction. At first, the CRM solution imported the data from Baan, today the interface to SAP provides the central provision of current ERP data. The goal of the implementation of the CRM system was to improve cross-departmental work on projects as well as their tracking over all phases. Another goal was to measure the success of marketing campaigns using the CRM solution. The information in SMARTCRM available at all times should also allow the sales staff more targeted actions. Meanwhile, about 380 employees at Bluhm work with SMARTCRM in Germany, Austria, Switzerland and the Netherlands. The first three branches are represented with clients, so that all have access to a centralized system. Bluhm uses the German and the English CRM interfaces.

Requirements

  • Central data storage
  • Interface to Baan and later to SAP
  • Offline capability
  • Mapping of the machines used by the customers
  • Advanced target group selection in marketing activities

Optimal Sales Processes
In sales, SMARTCRM supports the employees in all processes related to customers or prospective customers. The CRM system allows a fast and well-organized information flow. This enables a competent and complete prospective customer and customer care and ultimately ensures high customer satisfaction. The representation of the sales projects in SMARTCRM guarantees a complete project tracking as well as evaluation options. The sales staff create the quotation directly from the CRM solution. So, all project steps, quotations and relevant figures, such as project volume, are accessible in the electronic files.

Project goals

  • Improved sales processes and more targeted action
  • Complete customer visibility
  • Optimal field service connection
  • Cross-departmental processing of projects and their complete follow-up throughout all phases
  • Impact measurement of advertising campaigns

Offline Access for Field Service
The field service employees are also informed of current important data related to customers or prospective customers at all times.  The employees have offline access to the relevant CRM database over their notebooks. Thus, the complete activity history, the current turnover or the last service appointment of the device used by the customer are also accessible without connection to the Internet. As soon as online access is available, the information entered by the field service employees is promptly available to the back office staff. So, SMARTCRM enables an optimal cross-departmental communication.

Interface to SAP
SMARTCRM imports customer, product and machine data as well as turnover and order backlog through an interface to SAP. The addresses and contacts are in turn transferred to SAP over the bi-directional interface. In the CRM system, Bluhm can analyze at the press of a button the figures which are needed for example for the calculation of the marketing success. In addition, for instance the current analyses of sales activities are available at a glance.

SMARTCRM in Marketing
The marketing staff at Bluhm benefits from the many possibilities of address selection in SMARTCRM for targeted promotional activities. The corresponding target group for a marketing campaign will be selected using the features which are assigned to addresses and contacts by the employees. The company measures the value of its marketing actions on the project tracking using the allocation of action numbers in SMARTCRM.

Conclusion
Since 1998, SMARTCRM is constantly adjusting to the changing corporate needs. A milestone was achieved with the jump from ivs to SMARTCRM. The interface to a new ERP system was a challenge that was implemented to the full satisfaction of the company. For the nearly 400 employees in sales, marketing and service who are supported every day by SMARTCRM, the acceptance of the CRM solution is high. The latest addition to the SMARTCRM installation at Bluhm is the SMARTCRM.Exchange.Sync. This allows the field service to easily synchronize appointments and contacts between the mobile terminals and SMARTCRM.

Over time SMARTCRM has adapted to our requirements, since the developers of SMARTCRM take our sales processes into consideration and implement their findings in product development.

Kurt Hoppen, General Manager at Bluhm Systeme GmbH

Implemented modules

SMARTCRM.Basis SMARTCRM.Basis

Thanks to its modular structure, SMARTCRM perfectly adapts to your business processes and requirements. The foundation of each SMARTCRM installation is the module SMARTCRM.Basis. Hereby, our CRM system already covers the important CRM tasks even across-department.

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SMARTCRM.Basis

SMARTCRM.Basis

  • A colleague is sick? What has been discussed with the customer?
  • Has the quotation already been sent? Should you do a follow up?
  • When is the next agreed visit?
  • What field service tours are planned for next week?

SMARTCRM.Basis can tell you: what, when, with whom and with what result – centrally available in the CRM system for all employees and traceable even years after.

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  • SMARTCRM.OfflineSMARTCRM.Offline
    SMARTCRM.Offline

    SMARTCRM.Offline

    • All CRM data handy on the go?
    • Talking through the open offers with the customer while visiting?
    • Writing a service report right after a maintenance appointment?
    • And all this without internet connection?

    With SMARTCRM.Offline, you always have your CRM with you – wherever you are.

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  • SMARTCRM.AppSMARTCRM.App
    SMARTCRM.App

    SMARTCRM.App

    • Customer visit over? Record the important agreements immediately in the CRM?
    • And send a task regarding the offer directly to the colleague?
    • Has he time tomorrow to clarify the details?
    • And all this using your smartphone, regardless whether Android or iOS?

    SMARTCRM.App is your practical CRM on the go. Reach for important CRM data online at any time.

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  • SMARTCRM.WebSMARTCRM.Web
    SMARTCRM.Web

    SMARTCRM.Web

    • Accessing customer information over the browser?
    • Retrieve the current statistics figures online?
    • Creating appointments and tasks over the Web and send them directly to the colleagues?

    SMARTCRM.Web is your practical CRM on the go.

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  • SMARTCRM.GeoMapSMARTCRM.GeoMap
    SMARTCRM.GeoMap

    SMARTCRM.GeoMap

    • On the road and time left for a spontaneous visit? Perhaps with a prospective customer who has an open quotation? Who is nearby?
    • After three months, stopping by customers with declining sales? How do you optimize your driving route? See the route on a map?
    • And how to integrate the new customers in the existing sales tours?

    SMARTCRM.GeoMap shows you the direct path to customers.

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  • SMARTCRM.PlanningSMARTCRM.Planning
    SMARTCRM.Planning

    SMARTCRM.Planning

    • Annual planning depending on territories? Key accounts? Or individual customers?
    • And also considering the seasonal curves?
    • Should there be any plan deviations, how quickly can you react and adjust the projected figures?

    SMARTCRM.Planning offers you the long-term vision without losing sight of the latest developments.

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  • SMARTCRM.ScannerSMARTCRM.Scanner
    SMARTCRM.Scanner

    SMARTCRM.Scanner

    • Push business cards straight into the CRM?
    • With minimal effort?
    • During the fair?
    • And without internet connection?

    With SMARTCRM.Scanner, you save yourself from the cumbersome typing.

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  • SMARTCRM.Exchange.SyncSMARTCRM.Exchange.Sync
    SMARTCRM.Exchange.Sync

    SMARTCRM.Exchange.Sync

    • Keeping track – not only of your own appointments but also of the ones of your team colleagues?
    • And what did the colleague representing you agree with the customer?
    • Is there anything written on this topic? An e-mail perhaps – and not only in the Outlook of the colleague but also centrally in the CRM?
    • And everything, without having to worry about how the data end up in Outlook and in the CRM – because everything runs automatically?

    With SMARTCRM.Exchange.Sync you are still in control of your appointments while on the go.

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  • SMARTCRM.TargetsSMARTCRM.Targets
    SMARTCRM.Targets

    SMARTCRM.Targets

    • Targets defined – and now?
    • How close are you to your target agreements?
    • How close is your team? And the whole company?
    • Are there any indications that you cannot achieve your goals? How can you react?

    With SMARTCRM.Targets, you keep the target in mind.

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  • SMARTCRM.ProjectsSMARTCRM.Projects
    SMARTCRM.Projects

    SMARTCRM.Projects

    • Creating quotations in a few clicks and keeping track of all of them for follow-ups?
    • How high are the chances of success?
    • What is the current project forecast?
    • Who plays which role in the project and which arguments could convince the decision-makers?

    With SMARTCRM.Projects, you know exactly in each phase of your sales project you need to start.

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  • SMARTCRM.MachinesSMARTCRM.Machines
    SMARTCRM.Machines

    SMARTCRM.Machines

    • Which machines has the customer in use?
    • When does the warranty expire and how long is the service contract?
    • When is the next maintenance work?
    • And at the customers’ premises? All urgently needed device information at hand?
    • Directly organizing a spare part delivery?
    • After the repair, immediately creating the maintenance report?

    SMARTCRM.Machines is our support for your service department.

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  • SMARTCRM.TicketSMARTCRM.Ticket
    SMARTCRM.Ticket

    SMARTCRM.Ticket

    • Quickly finding real solutions for customer calls?
    • Creating service cases and directly informing the relevant colleagues?
    • Coordinating and monitoring service appointments?
    • Early detection that several customers have already reported the same error?

    With SMARTCRM.Ticket, complaints become an opportunity to whip up enthusiasm in your customers.

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  • SMARTCRM.FAQSMARTCRM.FAQ
    SMARTCRM.FAQ

    SMARTCRM.FAQ

    • Always the corresponding solution for a customer problem?
    • Whipping up enthusiasm in your customers with quick help?
    • Sharing your solutions with colleagues?

    This works! With SMARTCRM.FAQ, your company-wide knowledge database.

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  • SMARTCRM.SalesSMARTCRM.Sales
    SMARTCRM.Sales

    SMARTCRM.Sales

    • Checking the current sales development before the annual evaluation meeting?
    • And comparing the sales trend of the top customer in your territory?
    • What products, that he has not been using yet, can you offer him?
    • Where can you see potential which are not yet used?

    SMARTCRM.Sales shows you the answers since this is the CRM with your figures.

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  • SMARTCRM.ERPSMARTCRM.ERP
    SMARTCRM.ERP

    SMARTCRM.ERP

    • Here, CRM with customer information, there, ERP with figures and products – is there an easier way?
    • Everything important in one system? A centralized access for all colleagues?
    • Connecting ERP and CRM hassle-free? Best with a “finished” interface, which can be quickly and easily set up as a standard solution?

    With SMARTCRM.ERP, all customer-related ERP information can be found directly in SMARTCRM. 98% of our customers use the interface between SMARTCRM and their ERP solution. Do the same and rely on our interface competence.

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Connection to the ERP system

Bluhm relies on the interface between SMARTCRM and SAP: