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.
- 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.
- 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.
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