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.
- 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.
- 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.
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