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 employees and the subsiduary both online and offline. The CRM project should accelerate the processes and 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 SMARTCRM licenses, spread over the management, sales and marketing employees as well as field service representatives. As ERP system, Eaton uses PSIpenta. In order to have the current data in SMARTCRM and PSIpenta 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 employees 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, held 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 employees 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 also be 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 employees 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.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.InxmailSMARTCRM.Inxmail


    • By using SMARTCRM and Inxmail professional you automate your mailing processes. Indeed, a central database, extensive selection options, a complete documentation and a professional e-mail marketing solution all meet here.
    • Define your target group at any time, minimize the waste coverage and easily send personalized mailings and newsletter.

    SMARTCRM and Inxmail support you with a wide range of data protection, tracking and double opt-in features for GDPR compliant e-mail marketing.



    SMARTCRM already has an integrated document management system offering you numerous possibilities.

    This allows you to trigger different processes to edit, produce or manage documents directly from the CRM workflow.

    In addition, SMARTCRM can also be connected to third party document management systems.



    • All important data in one system?
    • A centralized access for all colleagues?
    • Connecting ERP and CRM hassle-free?
    • Best with a ready-to-use 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. 

  • SMARTCRM.Exchange.SyncSMARTCRM.Exchange.Sync


    • Keeping track – not only of your own e-mails, activities and appointments but also of those of your team colleagues?
    • Gathering all information centrally in the CRM
    • And this, without having to worry about how the data end up there?

    Central instead of local: so easily SMARTCRM cares for the synchronization of your communication and contact data between the CRM solution and Outlook through Exchange Sync.



    • Accessing customer information over the browser?
    • Calling online the current statistics figures?
    • Creating appointments and tasks over the Web and sending them directly to the colleagues?

    SMARTCRM.Web is your practical CRM on the go.



      • Checking the current sales development before the annual evaluation meeting?
      • And comparing the sales trend of the top customers in your territory?
      • Which products they have not been using can you offer them?
      • Where can you see potential which are not yet used?

      SMARTCRM.Sales shows you the answers since this is the CRM with your figures.

    • SMARTCRM.PlanningSMARTCRM.Planning


      • Annual planning based on territories? Key accounts? Or individual customers?
      • And even considering the seasonal curves?
      • Should there be 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.



    • 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.



      • On your way back from a customer? The most important agreements immediately into the CRM?
      • And at the same time send a task to a colleague because of the offer?
      • Does he have time to clarify the details tomorrow?
      • And the whole thing using any mobile device, whether Android or iOS?

      SMARTCRM.App is your practical CRM on the go. Access important CRM data online at any time.

    • SMARTCRM.OfflineSMARTCRM.Offline


      • On the go and all CRM data accessible ?
      • Discussing the open quotations while at a customer site?
      • 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.

  • 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.



    • On the road and time for a spontaneous visit? A prospective customer with an open quotation perhaps? Who is currently nearby?
    • Back to the customers with declining purchasing volumes after three months? How do you get there? Look at the trip on a map?
    • And how do you integrate new customers into existing sales tours?

    SMARTCRM shows you the direct path to customers.

  • SMARTCRM.TourPlanningSMARTCRM.TourPlanning


    • Is the next weekly planning for the sales or service staff pending?
    • Which customers should be visited on the tour?
    • Which appointments have been already made?
    • To which tour can you combine them with?

    Schedule your tours with SMARTCRM at the blink of an eye: save time with visit suggestions, calendar entries and predefined visit reports.



    • Finding real solutions quickly when a 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.

  • 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?
    • Creating the maintenance report immediately after the repair?

    SMARTCRM.Machines is our support for your service department.

  • SMARTCRM.CompetitionSMARTCRM.Competition


    • How is your market situation? Who are your direct competitors?
    • Which customers work with the competitor?
    • Which competitive products are in use?
    • What are the strengths of your products compared to the competition?

    With SMARTCRM.Competition, you keep an eye on your competitors and always find the right arguments for successful sales work.


Connection to the ERP system

Eaton relies on the interface between SMARTCRM and PSIpenta: