Eaton Technologies GmbH

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.

Requirements

  • 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.

Project goals

  • 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.

Conclusion
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

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.

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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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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Connection to the ERP system

Eaton relies on the interface between SMARTCRM and PSIpenta: