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. Up-to-date information about customers and prospects provides the basis for 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 the daily comparison between current data and planning or prior year data at any time. 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, to budget bigger customers and to control sales development of 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 immediately signals 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 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.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

CARL GEISSER relies on the interface between SMARTCRM and Microsoft Dynamics NAV: