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. Due to 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.
- 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.
- 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 regular basis. 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.
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.
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