Hager & Meisinger GmbH

Since 2020, field and office sales employees of Hager & Meisinger GmbH have been working with SMARTCRM. Previously, the company was already using another CRM solution. However, this solution could no longer meet the company’s requirements. Thus, as part of the optimization of direct sales, the decision was made to introduce a new CRM system that was to be connected to the ERP solution proALPHA Business Cloud already in use. In the CRM selection process, our interface expertise and the standard connection to proALPHA were highly convincing. In addition, we scored with our mobile CRM solution SMARTCRM.App.

Requirements

  • Separate database for SMARTCRM
  • Standard interface to proALPHA Business Cloud
  • Diverse BI evaluations of the ERP figures
  • Mobile CRM solution for field service

Standard interface to the proALPHA Business Cloud

Using the interface to proALPHA, SMARTCRM automatically imports, among others, customers, contacts, products and product groups, quotations as PDF files including items as well as the figures such as sales or order backlog items and open items. Frank Zobel, Head of Internal Sales at Hager & Meisinger, praises the ERP connection: “The desired tasks were all fulfilled. We have had complex customer-specific adjustments made in the proALPHA Business Cloud, which provide us with extended options for viewing sales. These could also be mapped in SMARTCRM without any problems.”

Project goals

  • Central storage of all customer-related data
  • Convenient documentation of visit reports even on the road
  • Improved internal and external communication

Optimized sales work thanks to BI evaluations

SMARTCRM prepares the figures in a variety of BI analyses at different levels. Before the introduction of our CRM system, employees may have had to contact the controlling department to request certain analyses or Excel spreadsheets. This belongs now to the past. Because in SMARTCRM, all current figures are available at any time with a click. For example, field staff can immediately see which products a customer has already ordered and how sales and order cycles are developing. In the event of changes, they can react at an early stage. Depending on whether the customer orders directly from Hager & Meisinger or through a dealer, the sales are shown in different evaluations, but can also be viewed cumulatively. Frank Zobel is pleased to say:  “The evaluations can now be carried out independently and much faster with SMARTCRM”.

 

Demand-oriented customer communication

SMARTCRM enables Hager & Meisinger to manage customer information more transparently and thus also improve internal communication. Customer care has also been simplified since the CRM customer file bundles the complete communication. E-mails, for example, are imported centrally from Microsoft Outlook accounts via Microsoft Exchange into SMARTCRM and archived in the respective contact’s file. The storage of visit reports completes the activity history. This full documentation ensures a fast and comfortable follow-up of a customer’s development at any time, explains Frank Zobel: “The individual customer data, which we store exclusively in SMARTCRM, helps us to know the customer and to communicate with the customer according to his needs.”

Improved field service connection

With SMARTCRM, the connection of the field staff could also be optimized. When working from home, they have access to the entire CRM database on their notebooks, even if the Internet connection is not so stable, thanks to offline capability. As soon as the connection is restored, the data is automatically synchronized between the notebook and the central installation. In this way, the office staff is also informed promptly about new visit reports and appointments, for example. While on the road, field staff can access important CRM information online via the SMARTCRM.App. After the visit, they document it directly via the iPhone using voice recognition in the app.

The acceptance of SMARTCRM among the sales staff in the office and in the field is very high. The company is also very satisfied with the support provided by the SMARTCRM project managers and the hotline team. “The support is provided competently and promptly,” says Frank Zobel.

Planned expansions

Hager & Meisinger already has many plans. In the second step, for example, the tour planning for the field force is to be carried out in the CRM system. Corresponding overviews, automatic generation of appointments and planning activities as well as the visualization of routes in Bing Maps form the optimal basis for this.

In addition, order entry is to be simplified by the fact that it will take place via the SMARTCRM.App. Then, the sales representative can already select the desired products in SMARTCRM with just a few clicks while on the road.

Moreover, the marketing department will work with SMARTCRM. For example, Hager & Meisinger would like to carry out the planning and management of marketing campaigns in the CRM system. With feature assignment, extensive selection options and the Microsoft Outlook connection, the CRM solution offers the appropriate tools for sending mailings. The use of the CRM solution at subsidiaries is also being considered. Because the further development of SMARTCRM at Hager & Meisinger is an on-going process for the company.

The transparency of customer relationships has significantly increased thanks to SMARTCRM. Fast access to customer-specific data, such as turnover, articles sold or article groups, enables us to easily derive suitable sales measures.

Frank Zobel, Head of Internal Sales at Hager & Meisinger GmbH

Implemented modules

  • 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.InxmailSMARTCRM.Inxmail
    SMARTCRM.Inxmail

    SMARTCRM.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.

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  • SMARTCRM.DMSSMARTCRM.DMS
    SMARTCRM.DMS

    SMARTCRM.DMS

    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.

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  • SMARTCRM.ERPSMARTCRM.ERP
    SMARTCRM.ERP

    SMARTCRM.ERP

    • 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. 

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  • SMARTCRM.Exchange.SyncSMARTCRM.Exchange.Sync
    SMARTCRM.Exchange.Sync

    SMARTCRM.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.

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  • SMARTCRM.WebSMARTCRM.Web
    SMARTCRM.Web

    SMARTCRM.Web

    • 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.

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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 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.

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    • SMARTCRM.PlanningSMARTCRM.Planning
      SMARTCRM.Planning

      SMARTCRM.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.

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  • SMARTCRM.BasisSMARTCRM.Basis
    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.AppSMARTCRM.App
      SMARTCRM.App

      SMARTCRM.App

      • 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.

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    • SMARTCRM.OfflineSMARTCRM.Offline
      SMARTCRM.Offline

      SMARTCRM.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.

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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.GeoMapSMARTCRM.GeoMap
    SMARTCRM.GeoMap

    SMARTCRM.GeoMap

    • 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.

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  • SMARTCRM.TourPlanningSMARTCRM.TourPlanning
    SMARTCRM.TourPlanning

    SMARTCRM.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.

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  • SMARTCRM.TicketSMARTCRM.Ticket
    SMARTCRM.Ticket

    SMARTCRM.Ticket

    • 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.

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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?
    • Creating the maintenance report immediately after the repair?

    SMARTCRM.Machines is our support for your service department.

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  • SMARTCRM.CompetitionSMARTCRM.Competition
    SMARTCRM.Competition

    SMARTCRM.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.

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Connection to ERP system

Hager & Meisinger relies on the interface between SMARTCRM and proALPHA: