DELTA-V GmbH Büro- und Betriebseinrichtungen

The goal of the CRM implementation in sales was to offer a real support to employees in telephone sales. The service and quality departments should also benefit from the CRM. Information and activities around the customers must be available in multiple departments such as sales and service. Thus, DELTA-V would like to continuously improve the customer care and increase the quality of service. Another argument for choosing SMARTCRM was the direct collaboration with the software manufacturer.

Requirements

  • Quotation tracking with automated resubmissions (workflow)
  • Service management
  • All information about the customer available at a central location for all employees
  • Interface to the ERP system

SMARTCRM GmbH was on DELTA-V’s side from the first contact through the workshop and installation to the training with advice and competence. After going live, the close collaboration continued: adjustments as well as extensions were done flexibly and quickly. All customer-specific modifications remain after updates. Since 2007, DELTA-V has been successfully using SMARTCRM in sales, customer service and quality management. The quantity framework for DELTA-V is impressive: more than 270.000 customer addresses and more than 25.000 products. In order to work effectively with this flow, it is necessary that important information can be reached with a few clicks and processes run automatically within SMARTCRM.

Project goals

  • Sustainable support for telephone sales, service department and quality management
  • Interdepartmental information management
  • Continuous improvement of customer care and service quality

The digital address file in SMARTCRM displays all information concerning the customer at a glance, e.g., contact persons, past and future activities, offer positions, contracts, service cases and sales figures. When a customer calls DELTA-V, a window with the caller’s data opens automatically via the CTI function (CTI – Computer Telephony Integration). From there, the employees have access to the digital address file of the customer and have all information for a comprehensive care. The employees recognize, for instance, which product has been regularly purchased by the customer or when the last order was placed. Having the most important information about the customer on hand is essential to the sales process.

In the activity history, SMARTCRM documents the complete communication with the customer including all e-mails, faxes and letters. Incoming e-mails and faxes are automatically imported by SMARTCRM. The quotation and order processing take place in the ERP system Manus. During a daily synchronization, SMARTCRM imports via an interface to the ERP system all quotation and order data. SMARTCRM saves the quotations as activities for the customers. All the quotation positions are listed in the memo of the activity. Depending on the quotation’s value, follow-up actions will be triggered, e.g., SMARTCRM sends the employee in charge the task to call the customer in three days. The task appears in the incoming box of the employee, from where he can access with a single click the customer data or the quotation. All necessary data can be seen at once. Complex searches for information are omitted and in addition, it ensures that nothing is forgotten. A similar workflow runs also for the post-processing of orders, invoices and delivery delays. Thus, DELTA-V saves time and enables effective customer care.

With more than 700 deliveries a day and despite comprehensive quality insurance, it may lead to errors: the merchandise was, for instance, damaged or wrong. The employees document all incoming service cases in SMARTCRM. SMARTCRM lists upon recording all orders of a customer in a selection, so that the employees have attached to the invoice, order or delivery number access to the invoice document with all positions. They select the corresponding position of the order and enter the reasons of complaints, causes and follow-up actions, such as retrieval, replacement or credit. All activities concerning the service case are documented in SMARCTRM.

Conclusion

DELTA-V opted for SMARTCRM meeting the high demands of sales and service as a CRM software. At the same time, SMARTCRM lays special attention to the analysis of the sales figures. It combines operational and analytical CRM in one program. With the implementation of SMARTCRM, DELTA-V could improve significantly the quality for address processing and for the customer communication. The CRM system provides the employees with the knowledge they need for the best possible customer care.

 

The fact that all pieces of information in SMARTCRM can serve as a source for further actions has created the wow factor for many initially skeptical users and so contributed significantly to the acceptance. The users found their way in the new software easily.

Tim Rücker, CRM Project Manager at DELTA-V

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.

more
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.

more
  • 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.

    more
  • 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.

    more
  • 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.

    more
  • 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.

    more
  • 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.

    more
  • 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.

    more
  • 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.

    more
  • 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.

    more
  • 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.

    more
  • 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.

    more
  • 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.

    more
  • 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.

    more
  • 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.

    more
  • 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.

    more
x