OfficeXpress GmbH

OfficeXpress GmbH works with a large address database, to which employees of all four locations in Germany need equally access. A uniform and updated database, accessible at any time and at any location, is indispensable. Part of the company’s philosophy is to keep in contact with the customers on a regular basis. It’s a matter of addressing the right customers with the right topic. Therefore, a goal of the CRM implementation was the optimization of the customer care. The customer loyalty should be strengthened through easier and more targeted interaction and potential cross-selling should be detected. This can only be guaranteed by a centralized database, transparent and updated for all employees. When selecting the CRM software, OfficeXpress attached value to its flexibility as well as the possibility for in-house administrators to modify the system independently. SMARTCRM modular design as well as its adaptability to the company’s requirements were key in the decision.

Requirements

  • Modular design
  • Customization and maintenance of the CRM system by the company
  • Interface to AS/400
  • Detailed evaluations at the press of a button
  • Precise target group definition for marketing campaigns based on features
  • Up-to-date overview of how campaigns are progressing
  • Optimal customer care through transparent and updated database

Since 2010, SMARTCRM has been in use at OfficeXpress GmbH. The specialized IT reseller is a subsidiary of the UFP Deutschland GmbH, a customer of SMARTCRM as well. After a rapid implementation, which lasted only eight weeks between the workshop and the real start, 71 employees, including more than 40 users in Kaarst, Germany, work with the CRM system. Beside SMARTCRM, OfficeXpress uses AS/400. Using an interface to the ERP system, the CRM software provides for a central database. SMARTCRM imports address and product master data as well as sales figures. Thus, a transparent and updated database, accessible to all employees at any time, is guaranteed. This is of great advantage for OfficeXpress especially regarding the fields of ticketing and project management, as the employees see at a glance all necessary information. Thus, not only the communication with the customer is saved in the digital file, but also the corresponding e-mails, letters, etc. with suppliers or other involved parties. The activity history guarantees a complete documentation or rather archiving. The campaigns of OfficeXpress GmbH usually last for several weeks. That’s why it is for the company a great advantage to see whether the campaign is successful. With SMARTCRM, the company is informed about the exact course of a campaign and can identify trends. Thus the timely implementation of counter-measures or, if necessary, the cancellation of an action is possible.

Project goals

  • Centralized and available at all locations at all times
  • Optimizing customer care
  • Strengthening the customer loyalty using easier and more targeted interaction
  • Discovering cross-selling potentials

The extensive analyses and evaluation possibilities in SMARTCRM also facilitate the work of the sales department. The employees had to enter the data in Excel spreadsheets and to send them to other employees. Using SMARTCRM, the sales staff can enter all information directly in the CRM system so that they are available to other employees at any time. Figures and data are automatically analyzed at the press of a button by SMARTCRM. The drill-down function enables OfficeXpress to proceed with the evaluations on different levels – from the merchandise groups to a particular product. For instance, the company knows with which customer the sales revenues are decreasing and can rapidly react.

OfficeXpress also uses SMARTCRM to document the product purchased by a particular customer. Right on the address mask, colored flags indicate from which of the four product groups the customer has already bought goods. Features provide even more detailed information. Thus, the employees are briefed, for instance, about which data backup version the customer uses. A valuable information for marketing campaigns: these customers can be selected with SMARTCRM and so the CRM system provides an exact target group definition. In a serial e-mail created through SMARTCRM, the customer is offered to purchase a new version of the data backup. Follow-up tasks are also prepared together with the mailing for the person in charge.

Conclusion

Within a short period of time, OfficeXpress GmbH has received a CRM software that is now implemented in different business departments and is successfully used. Thus, SMARTCRM provides the company with address and activity management, sales evaluations, management of its products and projects as well as the designation of the employees’ targets, the planning and the competition. The CRM system has automated and optimized many work processes in sales and marketing through higher transparency. Since beginning of 2011, OfficeXpress has become a SMARTCRM reseller. The intuitive operation and ease of integration of the CRM system convince the specialist IT reseller to include SMARTCRM in its product portfolio.

SMARTCRM was already convincing with the rapid implementation, which lasted only eight weeks between the workshop and the real start. Our workflows have become rounder thanks to the CRM system. A few mouse clicks are enough to keep us updated on all important data and figures – from sales to the status of our on-going campaigns.

Normen Thiel, General Manager at OfficeXpress 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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