Jacob GmbH

In 2005, the Jacob GmbH introduced the CRM software SMARTCRM in the sales and quality departments. The goal was to optimize the business processes and to create a unique database. In addition, clear communication with customers and business partners should be established. Today, the company uses 35 SMARTCRM licenses in the field service and in the back office. Because of the precise expectations of Jacob, which information and processes should be represented in SMARTCRM, the software including all customer-specific customizations could be installed after only two months.

Requirements

  • Visits with visit planning and documentation
  • Detailed sales analyses with filter possibilities
  • Offline access of the field service to SMARTCRM
  • Interface to proALPHA

Interface to proALPHA
To provide the employees with the best possible customer information, SMARTCRM is connected with the ERP system of Jacob via an interface. There, SMARTCRM imports all sales-related information, such as customer and product data and sales figures. Thus, the employees have all information about customers and prospects available in a clear and detailed form in the address file. For the field service, there is an online version from SMARTCRM, so they can also search or enter data on the go. In 2007, Jacob decided to replace the formerly used ERP system by proAlpha – a system change that resulted in adjustments to the interface. Due to the flexible interface between CRM and ERP systems, the daily business could be run as usual even while changing over. In SMARTCRM, the employees manage all passed and planned activities. The company places a special emphasis on additional information about customers or prospects. So, the employees enter the type of industry of the customer, its potential as well as the appropriate products. In a few clicks, they find the background information, such as recently purchased products, payment conditions, date of the last visit or which product brochure the customer has received.

Project goals

  • CRM as central information and communication medium
  • Optimization of the business processes
  • Creation of a uniform database
  • Transparent communication with customers and business partners

Address Quick Entry
Jacob uses the quick entry of SMARTCRM – a function that documents the most important information in one step and initiates  follow-ups. This way, the CRM system helps the staff tremendously, especially at fairs. They enter addresses, activities and the requirements, i.e. if a catalogue is desired. The back office can quickly react and send the required documents the next day.

Optimal Visit Planning
For the visit planning, SMARTCRM offers an effective workflow control via the task and appointment planning. Thus, the CRM software queries the frequency of visits and the sent tasks, comparing them to the customer classification, and then sends a request for a new appointment to the sales representative. This ensures those customers are visited on a regularbasis. The visit is then documented in the visit report, where the follow up actions are also controlled. If, for instance, a customer wishes a specific product catalogue, then the sales representative just needs to check one box on the report. SMARTCRM sent out a task for the back office staff to mail the catalogue to the customer. The field service can also forward important information over similar automatisms to the quality management, the sales management or the executives. This way, it ensures a clear and smooth communication between field service and back office without time-consuming questions and misunderstandings.

Extensive Evaluations
Thanks to the many analysis possibilities, Jacob is now able to create, at the press of a button, customized queries and evaluations for a customer or a sales region. SMARTCRM imports the sales figures via the ERP interface and prepares the figures for the daily evaluations. The employees can analyze the figures with the Drill-Down function up to the product level or respectively up to the invoice position level. SMARTCRM offers already per default numerous analyses of the sales data, e.g., yearly turnover per client over any number of years, product group turnover per sales territory or open positions per customer. The SMARTCRM GmbH completed the evaluations for Jacob with special prices and framework contracts as well as various filter possibilities. Thus, the employees know, for instance, which quantity a customer has already retrieved from his framework contract or respectively, which quantity is still outstanding.

Conclusion
The Jacob GmbH stored all data regardless of types and communication channels in SMARTCRM, including phone calls, e-mails, visits and complaints. Thus, the employees can follow all transactions with the customers, be better prepared for visits and information queries and respond competently to customers’ wishes.  With this information base, the company reaches outstanding customer care. Due to the so created transparency, the communication between field service and back office is quick and smooth. Jacob is also able to evaluate competition information, customer satisfaction and customer potential thanks to SMARTCRM. The findings help the company to optimize its business processes.

Since installing SMARTCRM, we were able to continuously improve customer support. Thanks to the collected information and the good analysis possibilities, we recognize existing potential improvement and can react promptly. Due to the great acceptance from our employees, SMARTCRM has become an indispensable part of our daily business.

Bernd Bohl, Commercial Director of Jacob 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

Jacob relies on the interface between SMARTCRM and proALPHA: