CARL GEISSER AG

Really early on, the CARL GEISSER AG explored the topics Customer Relationship management and Sales Management. In 2000, GEISSER introduced  SMARTCRM for field service and back office and has since expanded steadily. Current information about customers and prospects provide the basis for an effective customer care. GEISSER bundles all customer information in a central location so that the employees can access it at any time. In addition, SMARTCRM offers an extensive information, task and appointment manager, so that appointments are observed and tasks completed on time.

Requirements

  • All data also offline on the notebook for the field service
  • Interface to Microsoft Dynamics NAV
  • Multilingual offer letters
  • Multi-currency capability
  • Quotation tracking with follow-up function
  • Comprehensive analysis possibilities at different levels
  • Target agreements with daily representation of the target achievement and early warning system
  • Integrated Caller ID function (CTI – Computer Telephony Integration)

SMARTCRM also takes over the whole document management. SMARTCRM stores all sales relative documents – including doc, xls and pdf files as well as e-mails – in the digital address file of the customer. So that, working paperless is virtually possible. Even without direct connection to the server, the field service employees can access in SMARTCRM all customer data, documents as well as technical drawings on the go. Much of the sales work takes place on the phone. In order to work as efficiently as possible, SMARTCRM offers an integrated caller ID function (CTI – Computer telephony Integration). If a customer calls, a window opens automatically with the caller’s data. From there, the employees get into the customers digital address file and have all the necessary information available for a comprehensive assistance. For instance, they see which product has recently been bought or which quotations are still open. From the address file, they can, among other things, determine a visit appointment or write a new quotation.

Project goals

  • Identical knowledge level about each customer for all employees
  • Convenient substitution management
  • Central document management

For GEISSER, quotation preparation occupies a high priority. In order to always have current data available, SMARTCRM imports from the ERP system Microsoft Dynamics NAV product master data, documents like, for instance, technical drawing and specifications as well as turnover, contribution margin and order backlog. GEISSER places a special emphasis on simple and efficient quotation configuration. SMARTCRM provides a multilingual quotation making and an automatic currency conversion. So that GEISSER is able to write quotations in the language and the currency of its customers. SMARTCRM stores all quotations as activities for the customer and supports the associates in the quotation tracking with automatic follow-ups and reminders that are sorted out in the SMARTCRM task list depending on their deadline. An overview displays who has which task to do and when. So that nothing gets forgotten.

SMARTCRM offers GEISSER extensive analyses on turnover, contribution margin and incoming orders at the press of a button. GEISSER has thus at any time through the daily comparison between current data and planning or prior year data. With the drill-down function, the employees analyze figures down to the product or the invoice position level. The analysis possibilities in SMARTCRM form the basis for the sales planning at GEISSER and serve, among other things, budgeting bigger customers and to control sales development individual customers. In order to achieve the given goals, GEISSER uses the target agreements in SMARTCRM, i.e. number of customer visits or turnover. Current target-performance comparisons show whether the employees are on the right track. The targets support employees’ management and motivation.  SMARTCRM presents at any time the daily stand of the target achievement. The early warning system signals immediately which targets are in green or red. With such a transparency the company recognizes problems early on and can react in time.

Conclusion
Thanks to SMARTCRM, the staff of the CARL GEISSER AG has an identical knowledge level about each customer, including all activities, quotations and order data. In case a colleague is on sick leave, his/her substitute can immediately take over the most important tasks. With the document management of the CRM system, no copies of invoices, order confirmation or quotations have to be sent to the field service employees. Indeed, they have access offline to all documents stored in SMARTCRM. The many daily evaluations and analysis possibilities as well as the early warning system when falling below the targets support and optimize the sales work.

 

CRM is part of our corporate philosophy and with SMARTCRM we found the tool that supports us hereby considerably. Since the installation, we have always adjusted the software to our processes. Meanwhile, we cannot imagine working without SMARTCRM.

Bruno Senn, CEO of CARL GEISSER AG

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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