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.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.InxmailSMARTCRM.Inxmail
    SMARTCRM.Inxmail

    SMARTCRM.Inxmail

    • By using SMARTCRM and Inxmail professional you automate your mailing processes. Indeed, a central database, extensive selection options, a complete documentation and a professional e-mail marketing solution all meet here.
    • Define your target group at any time, minimize the waste coverage and easily send personalized mailings and newsletter.

    SMARTCRM and Inxmail support you with a wide range of data protection, tracking and double opt-in features for GDPR compliant e-mail marketing.

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  • SMARTCRM.DMSSMARTCRM.DMS
    SMARTCRM.DMS

    SMARTCRM.DMS

    SMARTCRM already has an integrated document management system offering you numerous possibilities.

    This allows you to trigger different processes to edit, produce or manage documents directly from the CRM workflow.

    In addition, SMARTCRM can also be connected to third party document management systems.

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  • SMARTCRM.ERPSMARTCRM.ERP
    SMARTCRM.ERP

    SMARTCRM.ERP

    • All important data in one system?
    • A centralized access for all colleagues?
    • Connecting ERP and CRM hassle-free?
    • Best with a ready-to-use 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. 

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

    SMARTCRM.Exchange.Sync

    • Keeping track – not only of your own e-mails, activities and appointments but also of those of your team colleagues?
    • Gathering all information centrally in the CRM
    • And this, without having to worry about how the data end up there?

    Central instead of local: so easily SMARTCRM cares for the synchronization of your communication and contact data between the CRM solution and Outlook through Exchange Sync.

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  • SMARTCRM.WebSMARTCRM.Web
    SMARTCRM.Web

    SMARTCRM.Web

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

    SMARTCRM.Web is your practical CRM on the go.

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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 customers in your territory?
      • Which products they have not been using can you offer them?
      • 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.PlanningSMARTCRM.Planning
      SMARTCRM.Planning

      SMARTCRM.Planning

      • Annual planning based on territories? Key accounts? Or individual customers?
      • And even considering the seasonal curves?
      • Should there be 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.BasisSMARTCRM.Basis
    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.AppSMARTCRM.App
      SMARTCRM.App

      SMARTCRM.App

      • On your way back from a customer? The most important agreements immediately into the CRM?
      • And at the same time send a task to a colleague because of the offer?
      • Does he have time to clarify the details tomorrow?
      • And the whole thing using any mobile device, whether Android or iOS?

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

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    • SMARTCRM.OfflineSMARTCRM.Offline
      SMARTCRM.Offline

      SMARTCRM.Offline

      • On the go and all CRM data accessible ?
      • Discussing the open quotations while at a customer site?
      • 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.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.GeoMapSMARTCRM.GeoMap
    SMARTCRM.GeoMap

    SMARTCRM.GeoMap

    • On the road and time for a spontaneous visit? A prospective customer with an open quotation perhaps? Who is currently nearby?
    • Back to the customers with declining purchasing volumes after three months? How do you get there? Look at the trip on a map?
    • And how do you integrate new customers into existing sales tours?

    SMARTCRM shows you the direct path to customers.

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  • SMARTCRM.TourPlanningSMARTCRM.TourPlanning
    SMARTCRM.TourPlanning

    SMARTCRM.TourPlanning

    • Is the next weekly planning for the sales or service staff pending?
    • Which customers should be visited on the tour?
    • Which appointments have been already made?
    • To which tour can you combine them with?

    Schedule your tours with SMARTCRM at the blink of an eye: save time with visit suggestions, calendar entries and predefined visit reports.

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  • SMARTCRM.TicketSMARTCRM.Ticket
    SMARTCRM.Ticket

    SMARTCRM.Ticket

    • Finding real solutions quickly when a 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.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?
    • Creating the maintenance report immediately after the repair?

    SMARTCRM.Machines is our support for your service department.

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  • SMARTCRM.CompetitionSMARTCRM.Competition
    SMARTCRM.Competition

    SMARTCRM.Competition

    • How is your market situation? Who are your direct competitors?
    • Which customers work with the competitor?
    • Which competitive products are in use?
    • What are the strengths of your products compared to the competition?

    With SMARTCRM.Competition, you keep an eye on your competitors and always find the right arguments for successful sales work.

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Connection to the ERP system

Bluhm relies on the interface between SMARTCRM and SAP: