H+K Härte- und Oberflächentechnik GmbH + Co. KG

Since 2014, H+K Härte- und Oberflächentechnik GmbH + Co. KG has been relying on SMARTCRM in sales and marketing. Prior to the CRM introduction, the company used to capture customer contacts, visit reports and similar data in Excel spreadsheets. Another part of the data was saved locally by the employees in Microsoft Outlook, so that colleagues did not know about or did not have access to the information. As H+K and therefore the number of employees and the amount of data grew strongly in recent years, this type of documentation became too confusing. The search for specific information was time-consuming and laborious for the sales staff. In addition, several software had to be used for one single work step due to the various isolated applications.


  •  Interface to AMS and abas ERP
  • Customization

This is why H+K decided to implement a CRM solution. Key in the decision was the interfaces to the ERP systems AMS and abas ERP in use at H+K. The flexibility of the CRM system allowing the easy adjustment to the individual corporate requirements of H+K was another important advantage. Finally SMARTCRM scored with competence and good support from sales.

Project goals

  • Central information pool and elimination of isolated applications
  • Implementation of the standard IATF 16949:2016 in the CRM system

The interface to AMS has been repeatedly adapted to the changing needs of the company. SMARTCRM imports from the ERP solution customer data, quotations including items as well as turnover figures which are then prepared in the CRM system. With more than a hundred different analyses as well as a wide range of functions, corresponding to a business intelligence system, SMARTCRM also provides the evaluations required by H+K and forms the basis for a successful sales controlling.

Consistent quotation tracking

Quotation tracking is of great importance for the sales employees at H+K. SMARTCRM supports them by centrally archiving the quotations including items from the ERP system in the corresponding CRM customer file. Follow-up tasks of the quotation including reminders can be sent to the employees in charge directly from SMARTCRM as well. A complete quotation tracking is therefore guaranteed at all times. In addition, SMARTCRM shows the sales employees important analysis data such as the average handling time or the number of quotations.

Visualization of sales tours in Bing Maps

Moreover, SMARTCRM supports the sales employees in planning their tours. This way, they can, for instance, select the customers located in the radius of an address. Numerous filter options, such as the date of the last visit or the sales figures, restrict the result to the required customer addresses. The addresses are then transferred to Bing Maps to plan the route on the map. Following subsequent return to SMARTCRM, appointments and activities for later documentation can be simultaneously generated in the Organizer.

Implementation of the standard IATF 16949:2016

In 2018, the new standard IATF 16949:2016 came into force for the automotive suppliers. Since H+K refused to use neither a new database nor unclear Excel spreadsheets, the quality management requirements were simply implemented in SMARTCRM. A key advantage is the analyzability, reliability and the traceability of the information in the CRM system. This is how the sales employees document after a customer visit whether the customer requirements such as the technical advice or the reliability of the delivery were met. In compliance with IATF, the customer requirements must be not only documented but also improvement measures must be taken. Therefore, the CRM solution automatically sends a task to the colleague in charge when requirements are not met. The corresponding status of the requirement as well as an overview of all tasks and appointments are clear at a glance when calling up the customer file. After another visit, SMARTCRM automatically suggests the values of the previous report when creating the visit report in order to minimize time and effort. The information to be documented in the framework of the product monitoring obligation is easily stored by the employees at H+K. If required, warning notices are automatically sent to the people in charge. On the start screen of the CRM solution, the SMART Board, overviews of visit reports, warning notices and measures to be worked on provide an all-round view. Thanks to the SMARTCRM.Organizer and to the new measure and requirement functionalities, a convenient solution for documentation, evaluation and follow-up in line with the quality management has been established for H+K.

Always the right target group

Needless to say, H+K also uses SMARTCRM in marketing. The employees can select the relevant target group for a marketing action using the various selection options. They finally create the mailing letters to be sent directly in the CRM system. There, the stored templates with the mail merge fields, that SMARTCRM fills in with address and contact data, enable an easy creation of the letter. In addition, the letters are automatically archived in SMARTCRM with the save process.

The acceptance of the employees for SMARTCRM is really good. User key experiences, such as not losing important information thanks to the CRM system, made the advantages of the CRM solution clear and helped to recognize the personal benefit. SMARTCRM also scored with its user-friendliness.

Assessing for instance only the time that our employees needed for the search and the preparation of information in the past, one recognizes how SMARTCRM has strongly optimized our sales processes. Now one opens the customer file and all information is available at a glance. Especially for the field service, which is not always on site, it is fundamentally important to inform yourself about the latest activities before a customer visit.

Regina Volz, Customer care / sales at H+K Härte- und Oberflächentechnik GmbH + Co. KG

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?

    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

H+K relies on the interfaces between SMARTCRM and AMS as well as abas ERP: