Since the summer of 2016, the Fritsch GmbH has been relying on the CRM system. SMARTCRM scored with the standard interface to proALPHA. The manufacturer of application-oriented laboratory instruments needed a software solution to meet the high requirements for information and coordination. The company was convinced by SMARTCRM’s coherent concept as well as the great support.
- Standard interface to proALPHA ERP and DMS
- Offline capability for optimal field service connection
Interface to proALPHA
Additionally, SMARTCRM scored with a bidirectional standard interface to the ERP system proALPHA used by Fritsch. Using the interface, SMARTCRM takes over from the ERP software the customer and prospective customer, product, quotation header, tickets, machine and figures material for a wide range of analyses. Vice versa, the prospective customer addresses and contacts, added in the CRM system, can be transferred to proALPHA. An interface between proALPHA DMS and the CRM system has also been set. Thus, the employees can transfer at the click of a mouse the stored document to the Document Management System, for instance, or call up a document archived in proALPHA directly from the CRM system.
- Tracking of activities, projects and tickets
- Documentation of device information
Panorama view in sales
Moreover, SMARTCRM supports the sales employees with further functions. Thanks to the complete activity overview, as well as the easy task management and scheduling, the processes have become significantly more transparent and more comprehensible.
Likewise the field service connection has also been optimized, as now the employees can access important CRM data using their notebooks on the go – thanks to the offline capability even in areas with limited internet access. This means that they have access at all times among others to the electronic project file, in which all important information from the complete communication to the volumes of the quotation variants at any time. The quotation data are automatically taken over from the ERP system through the interface. This allows the tracking and the monitoring of the volumes directly in the CRM system.
Targeted marketing actions
The marketing department also benefits from the use of the CRM. Thanks to SMARTCRM, marketing actions can be more precisely prepared. Indeed, the employees can assign addresses and contacts to target groups using freely definable features and for instance select the recipients of their newsletter. The appropriate target group is comfortably selectable by means of the comprehensive filter functions. The sending of mailing and newsletters as well as the simultaneous generation of features or tasks – i.e. for follow-up actions – are directly possible in the CRM system.
Furthermore, SMARTCRM is in use in the service department. Fritsch imports the Callmanagement from proAlpha to SMARTCRM, where the tickets are stored in the corresponding customer file. Through the linking of all the corresponding activities such as phone calls or e-mails, the treatment of a ticket is traceable and evaluable in the CRM. Recurring service inquiries and solution propositions can be documented in the FAQ, the knowledge database in SMARTCRM, and called up by the service employees at all times. The management of the device information is also of great advantage. Fritsch stores the important data relative to the devices used by customers – such as maintenance information and technical data – in the CRM system. Assignments of tickets and activities to the relevant equipment ensure a panoramic view.
SRM with CRM
In the purchasing department, the employees also work with SMARTCRM since the CRM system provides them with diverse supplier information as well as fully documented communication.
Fritsch is really satisfied with the CRM implementation, the mentoring of the CRM manufacturer and with SMARTCRM’s daily support. This also applies to the user-friendliness of the CRM system. Thus, its use has been largely well accepted among the employees as they could recognize the added value for their work processes. The attendance of the master data maintenance and their quality have been clearly improved.
In the future, Fritsch would like to gradually expand the use of the CRM solution and the processes it handles. SMARTCRM should, for example, ensure fast data acquisition at trade fairs. Fritsch would also like to use the extensive current sales evaluation on the company, customer or product levels for successful sales control.
The attendance of the master data maintenance and their quality have been clearly improved, the processes have become significantly more transparent and more comprehensible thanks to the personal information manager and the activity overview. This is a major step forward for us.Maximilian Fritsch, Executive assistant at Fritsch GmbH