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.
- 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.
- 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.
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