Dienes Werke GmbH & Co. KG

Since 2011, the sales department of DIENES has been working with SMARTCRM. The company chose to implement SMARTCRM in order to centrally organize and archive the complete internal and external communication. Another goal was the creation of a unique information platform, which also allows the marketing direct access to all address and contact data. Additionally, to optimize the sales processes, the major sales indicators – such as the customers, the sales territories and the product groups for the company- should be available at all times.


  • Central information management
  • Field service connection with offline functionality
  • Extensive sales analyses
  • Bidirectional Interface to abas Business Software

SMARTCRM scorces with the abas standard interface

The cutting tools manufacturer uses abas Business Suite as ERP system. As a longtime cooperation partner of the abas Software AG, SMARTCRM was able to offer DIENES a standard interface to the ERP system with extremely low configuration work. The bidirectional interface allows a central data management. Customer, product, quotations as well as figures material are imported from abas ERP. The CRM software transfers, in turns, prospective customers, customers, contacts as well as orders to the ERP system. Additionally, SMARTCRM impressed during the decision process with its structured design and its higher usability.

Project goals

  • Central organization and archiving of the complete internal and external communication
  • Creation of a unique information platform
  • Direct access to all address and contact data from the marketing employees
  • Optimized sales controlling

Strong in field service and back office

SMARTCRM supports sustainably DIENES in controlling sales. Before visiting a customer, the CRM system ensures a thorough preparation by providing the employees all important customer information, such as a complete activity history or the current customer turnover. Using the offline capability of SMARTCRM, the field service team has also access at customers’, with his notebook to the complete CRM database. After the visit, the employees write their reports in the CRM system and send the related tasks to the competent colleagues.

At trade fairs, leads and reports are also added in SMARTCRM and follow-up activities such as sending of information material automatically created. Currently, the offers are still created in abas ERP and stored in the respective project files with the automated transfer to SMARTCRM. This is used for prioritized projects orders as central archive of the complete customer correspondence. In the near future though, DIENES plans to carry out its quotation tracking completely using the CRM system, as the project interface to abas ERP will be accordingly extended.

Evaluations “at your fingertips”

The interface simplifies sustainably the generation of reports for the employees. SMARTCRM imports from abas ERP the current figures such as sales, orders, order backlog, open items and special prices and provides them to DIENES. So, the company benefits from, for example, the product group evaluations or cumulative turnover evaluations of all the customers belonging to one group. Annual and daily target-performance comparisons help detecting early changes. This also applies to the sales targets, since SMARTCRM shows the employees at any time their actual target achievement. In addition, the evaluation of all opened quotation is possible. A filter limits, if necessary, the selection to the quotations of a given account manager, for instance. The most important evaluations can be found on the SMART Board, the CRM start screen. Thus, the relevant employees are informed about current incoming orders or sales figures for individual product groups, right after the start, and can act accordingly.

Customer actions reach the right recipient

The marketing uses also the diverse functions of the CRM system to inform customers about product innovations, for instance. Extensive selections options provide a targeted dispatch of mailings and the significant reduction of spreading losses.


Before the implementation of SMARTCRM, the sales representatives at Dienes worked with various Microsoft Excel spreadsheets, Access databases and various software products such as address database systems. SMARTCRM led all information centrally in one system and thus optimized numerous sales processes. So, the acceptance of the CRM system is very high among the sales staff.

After the positive experience with SMARTCRM in the sales department, Dienes soon plans to expand the CRM utilization to the shipping department and technical department to centrally store and fully document all customer communication of these departments.

Our employees were very quickly convinced by SMARTCRM and from the advantages of the CRM system in their daily work. This makes the active use of the software clear: we record on average 100 to 200 activities a day in SMARTCRM.

Alexander Hachen, Sales and customer care manager at Dienes Werke for Maschinenteile GmbH & Co. KG

Implemented modules


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.



  • 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.

  • SMARTCRM.OfflineSMARTCRM.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.



    • 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.



    • 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.



    • 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.

  • SMARTCRM.PlanningSMARTCRM.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.

  • SMARTCRM.ScannerSMARTCRM.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.

  • SMARTCRM.Exchange.SyncSMARTCRM.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.

  • SMARTCRM.TargetsSMARTCRM.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.

  • SMARTCRM.ProjectsSMARTCRM.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.

  • SMARTCRM.MachinesSMARTCRM.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.



    • 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.



    • 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.



    • 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.



    • 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.


Connection to the ERP system

Dienes relies on the interface between SMARTCRM and abas ERP:

Connection to HABEL

Dienes benefits from the interface between SMARTCRM and HABEL.

Our DMS interfaces


SMARTCRM already has an integrated document management system offering you numerous possibilities. This allows you to trigger different processes to…