Following a multi-step selection process, INTERNORMEN Technology GmbH, now merged with Eaton Technologies GmbH, has chosen in late 2006 the CRM software, SMARTCRM. The goals of the implementation were a central sales data management as well as the connection of the field associates and the filial both online and offline. The CRM project needed to accelerate the processes and to make them more transparent. SMARTCRM convinced with its extensive range of functions and its high flexibility. The main reason for the decision was the comprehensive interface and consulting expertise of SMARTCRM GmbH with PSIpenta partner IPAS Software GmbH, which provided the standard interface between CRM and ERP systems.
- Connection of filial and field service
- Interface to PSIpenta
- Multilingual and multi-currency quotations
- Project / contract business
Today, Eaton Technologies GmbH uses 38 licenses of SMARTCRM, spread over the management, sales and marketing associates as well as field service representatives. As ERP system, Eaton uses PSIpenta. To have in SMARTCRM and PSIpenta the current data and to avoid duplicates, there is an interface between the two systems. IPAS Software GmbH installed at Eaton a PSIpenta interface through which SMARTCRM imports the following data among others: product master data and descriptions, customer reports, prices, inventories and bill of material, order on hands and incoming orders. Open items, sales revenue and address data are only managed in SMARTCRM and transferred to PSIpenta via the interface. The data synchronization between the two systems is done automatically hourly. There is an export button for immediate automatic entry of new customers or address modifications. With a click, the associates can export the address data from SMARTCRM to PSIpenta and become immediately a customer number. The next data synchronization is carried out via an internal address ID, hold together by PSIpenta and SMARTCRM.
- Central sales data management
- Connection of branches and field service online and offline
- Acceleration and creation of transparent processes
SMARTCRM provides detailed information on customers and prospects – from address and contact data to last and planned activities, quotation and order data to incoming orders and sales figures as well as daily inventories. If no online access to the data is possible, the field associates still have all relevant customer information on their notebooks in an offline version. Thus, they are able to answer customer requests promptly and to write a quotation directly on site. Queries to the back office staff could be reduced as well as the preparation of paper documents before travelling. Once online access is available, synchronization is carried out with the central server.
At Eaton, it is usual that projects in the foreground are linked to the companies and their relationships’ network.
Those invitations to tender involve a higher complexity in both contract award processes as well as in the proposal preparations of the participating companies. In SMARTCRM, it is possible to summarize all the quotations to the different suppliers under one project – also quotations variants can be also mapped. Since just one supplier can win the tender and place a contract with Eaton, only one quotation flows in the forecast of SMARTCRM. A comprehensive pricing with multi-level discounts as well as price information that displays all the prices for the current product in one overview belongs to the quotation writing process at Eaton. Furthermore, SMARTCRM display detailed information on the quotation positions, e. g., dimensions, tariff, inventory or bill of material.
With the introduction of SMARTCRM, Eaton Technologies GmbH, INTERNORMEN Technology GmbH until August 2012, has significantly simplified and accelerated the processes relative to customer care. SMARTCRM bundles the data in one system and delivers extensive information about prospects and customers. This information is available to all associates anywhere and at any time – even offline on the notebooks of the field service staff. Quotation writing in SMARTCRM allows the company to map invitations to tender as well as complex pricing in the CRM system. SMARTCRM combines all quotation data in a Microsoft Word quotation template. Thus, Eaton achieved a uniform corporate appearance.
Thanks to SMARTCRM, we could simplify and accelerate our customer-related processes, so that today we work with a greater customer focus. When processes need to be optimized or adjusted, our CRM partner, SMARTCRM, carries them out easily and without delay.Rüdiger Englert, CRM Project Manager at Eaton Technologies GmbH