Since 2005, SMARTCRM has been supporting sales processes for sales field and back office at Janser.
- Activity evaluations
- Field service integration
- Interface to the ERP system Sage b6/b7
With the introduction of the CRM system, customer data was to be bundled and made centrally available to employees so that they would be informed at all times about all important processes at the customer.
Before SMARTCRM, information was documented on different media such as PCs and index cards or was only “stored” in the memory of an employee. The associated risk of information loss was to become a thing of the past with the introduction of CRM.
Janser decided in favor of SMARTCRM because the CRM already fulfilled most of the requirements in the standard version and therefore no excessive adjustments were necessary. Furthermore, the CRM solution scored with the comfortable access via notebook when in the field.
Interface to Sage b7 and BI evaluations
In addition to SMARTCRM, Janser uses the Sage b7 ERP system. Address, product and machine information as well as figures are transferred to the CRM solution via an interface. SMARTCRM evaluates the turnover, order backlog and contribution margin positions as well as open items at different levels. This means that employees always have access to exactly current analyses they need – e.g. sales per product (or product group) or turnover and products sold per customer. Before the CRM implementation, such analyses could only be done with great effort and are now available in SMARTCRM at any time. This allows the company to recognize trends and potentials at an early stage and to control sales accordingly.
- Central bundling of information
- Elimination of isolated solutions
- Replacement of the classical visit reports by activity evaluations
Transparent target agreements
The company also stores its sales targets in the CRM system. SMARTCRM compares the achieved values with the specified targets. The agreed key figures and the daily target/performance comparison are thus transparent for the sales staff.
Central information for back office and field service
Thanks to SMARTCRM, the communication between the back office and field staff was improved. The automatic import of e-mail communication with customers also contributes to this. E-mails from Microsoft Outlook are archived in the respective customer file via Microsoft Exchange, so that together with the documentation of visits, phone calls, etc. in the CRM system, a complete activity history has been created.
In addition, information related to the machines sold, such as locations, is also archived in SMARTCRM; and constitutes an important building block for the traceability of the machine history for the sales department. Thanks to this central data pool, all employees in the office and in the field can quickly and easily view the required information themselves without having to first ask colleagues for data.
Full online and offline access even on the road
Janser maintains both customer and delivery addresses in SMARTCRM, with the latter, such as craft businesses or specialist retail outlets, being visited regularly by field staff. When a sales representative prepares a visit, the area search in SMARTCRM displays all other delivery addresses within the area of the address to be visited. This is very helpful for Janser, for example, to spontaneously reschedule a tour. With a click for route planning and appointment generation, the addresses to be visited are visualized in Bing Maps.
Using SMARTCRM.App, field staff can access important CRM information online in real time and visit reports can also be recorded quickly and efficiently while on the go. The customers to be visited are sometimes located in areas with poor Internet connection. However, this is not a problem for field staff because their entire CRM database is also available offline on their notebooks. When Internet is available again, newly entered data and appointments are synchronized with the main installation.
High acceptance thanks to outstanding support
The acceptance towards SMARTCRM among the employees is very good. This is not only due to the software solution, but also to the competent support provided by SMARTCRM employees, who always help in an uncomplicated and solution-oriented manner, says Volker Blümle, Company officer with special power of attorney at Janser’s: “The help provided by the hotline team is outstanding.”
In the near future, the activation of further SMARTCRM functions is planned. This way, Janser would like to even better exploit potentials.
We feel well supported by SMARTCRM staff in project management and sales. The hotline is also outstanding with speed and competence and always helps us in an uncomplicated and solution-oriented way.Volker Blümle, Company officer with special power of attorney