Brillen-Profi-Contact GmbH

In 2011, the Brillen-Profi-Contact GmbH implemented SMARTCRM. The goal of the CRM launch was to make communication between all members more transparent and thereby to optimize ultimately the quality of services. The user-friendly interface of SMARTCRM was determining for Brillen-Profi’s decision. The company saw also another advantage in the modular design of the software as well as in the many configuration options. This flexibility allowed it to completely customize the CRM system to the needs of Brillen-Profi.

Requirements

  • Central access for the employees to all customer information
  • Standard interface to abas Business Suite
  • CTI Function
  • Separate sales evaluation of own-brand products and central settlements
  • Free definable features for selections and targeting specific customer groups

 

Minimal configuration effort thanks to the Standard Interface
The company has been using the ERP system abas Business Suite in addition to SMARTCRM. The CRM manufacturer, as a longtime partner of abas Software AG, had been able to already largely cover the requirements of Brillen-Profi with the standard interface between CRM and ERP. Thus, a few adjustments were necessary for the domain of centralized settlements. SMARTCRM imports customers, prospects, suppliers, contacts, relationships, features as well as figures – sales revenue, order backlog and open positions – over the interface from the ERP software.

Project goals

  • A central system for data storage instead of several databases
  • Complete overview of all information per member
  • Clearer communication with the members
  • Optimization of the quality of services
  • Targeted customer approach for marketing campaigns

Up-to-date and complete information at any time
The employees experience sustainable support over the centralized database made possible by SMARTCRM. All information concerning the many members of the purchasing and marketing group for the optical stores is available at any time in just one system. Thanks SMARTCRM and to the CTI function, the employee is provided with the name of the member calling, the moment the phone rings. With a click, he opens the corresponding customer file and sees the complete activity history, with which colleague and why the caller communicated previously. With this knowledge, all employees of Brillen-Profi can answer requests quickly and competently.

As a result, the processes are more efficient and the service is optimized. Since Brillen-Profi categorizes the request in SMARTCRM, they can be also evaluated there. So the company can at any time recognize which processes must be improved or how many responses there were to a certain action. The selection of a target group for a marketing campaign has been optimized, since user-defined features allow Brillen-Profi a targeted address of its members and therefore a reduction in spreading loss. In order to even more adapt to the needs of its members, Brillen-Profi would like to use the feature function more intensely for further evaluations.

Separated Sales Evaluations of two Areas
The comprehensive evaluation possibilities of the sales figures in SMARTCRM are for Brillen-Profi a great advantage. The CRM system imports figures from the sales of own-brand products and from the centralized settlements over the interface. Using a filter, custom-configured for the company, the employees can select the area for which the evaluation should be displayed. Thus, Brillen-Profi receives, for instance, with a click, current collection evaluations up to the document level per member or sales with a given own-brand product in yearly comparison.

Conclusion
Prior to the CRM implementation, the staff had no full access to all current information, since it was stored and managed in different databases. A complete overview of all information per member was not available.
The use of SMARTCRM solved this problem. All information and activities with the members are documented in the CRM system and therefore always available to the employees, establishing this way a basis for excellent and fast customer service. Brillen-Profi plans to introduce an additional interface to a document management system. Here again, the CRM manufactu-rer can offer standard interfaces to diverse systems.

The acceptance of SMARTCRM is really high in our company. Previously, customer information was only in partial areas accessible to everyone. This may have led that important information was not always available while in contact with the members. With SMARTCRM, we have access to all data at any time.

Stefan Sirch, IT, Organization, Accounting at Brillen-Profi-Contact 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

Brillen-Profi relies on the interface between SMARTCRM and abas ERP:

Connection between SMARTCRM and HABEL

Brillen-Profi benefits from the interface between SMARTCRM and HABEL DMS.

Our DMS interfaces

Module

SMARTCRM already has an integrated document management system offering you numerous possibilities. This allows you to trigger different processes to…

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