PAJUNK Medical Produkte GmbH

The PAJUNK Medical Produkte GmbH took the decision to implement SMARTCRM in 2012. The CRM system should optimize the field service connection as well as improve internal and external communication. So, it was really important for the company that the field service staff was kept informed at any time of all processes and of the whole customer communication. In addition, the back office employees should have the documents created by the field service staff such as visit reports, quotations and sample requests promptly available. Decisive was the offline capability of SMARTCRM. Thus, the complete CRM database is available at any time to the field service staff on their notebooks and on the go. Another great advantage for PAJUNK was the partnership between SMARTCRM and UB Software. So, the CRM manufacturer was able to offer a standard interface to the ERP software MAJESTY and could keep the configuration to a minimum. The CRM system imports customers and suppliers, quotations, contracts and call-off order as well as sales revenue, contribution margin and special prices.

Requirements

  • Offline access
  • Standard interface to the ERP system MAJESTY
  • Continuous documentation of quotations and contracts
  • Extensive evaluation possibilities of the ERP data

Efficient Communication
SMARTCRM can optimize many sales processes and therefore supports sustainably PAJUNK in its successful sales management. For instance, the company treats customer surveys through the CRM system. If the customer requires a surgical set or a demo unit, the field service staff creates, over a button, a document in which the corresponding product positions are automatically inserted and the back office employee in charge is simultaneously added. He receives then automatically a task for further processing. The expenditure is then kept as low as possible, the communication between field service and back office works optimally.

Project goals

  • Transparent communication between field service and back office
  • Access to all important information, such as the complete customer communication, for the field service
  • Access to all documents created by the field service, such as visit reports and quotations, for the back office

Continuous Tracking of Quotations
Quotations are imported from MAJESTY and archived in SMARTCRM under the respective address including each position. If a revised quotation is printed in the ERP system, then a new PDF file is transferred to the CRM system. Thus a continuous tracking of the quotation is guaranteed. In addition, the task to follow-up the quotation will be automatically sent to the relevant employee.

Call-off orders always in View
SMARTCRM also imports the contract through the interface. PAJUNK differentiates orders and call-off orders. The CRM system allows to define the plan values for a call-in allotment per month and so to schedule a call-off order for the entire year. The call-off orders are directly listed on the SMART Board, the start screen of SMARTCRM, so that the sales representatives keep them in view at all time. Orders with delivery delay are color-coded for optimal clarity. Additionally, on the SMART Board, an overview containing all customers with whom sales revenue is lower this year compared to the previous year, will be displayed. Thus, the employees get right after the start of the system a general idea and know immediately where to start. This works also for all sales targets: since daily target-performance comparisons always show the employees where they stand.

Extensive Evaluations
Numerous evaluation options are available for figures such as sales revenue, contribution margin and orders on hand. Since PAJUNK markets products from different sectors – local anesthesia, laparoscopy and biopsy –, filters have been customized especially for the company. These allow the selection of the sectors to be considered for evaluation. Therefore, the employees can see the current prepared figures on their display at any time and with just a few clicks . For this reason, PAJUNK uses now the CRM system for almost all sales, territorial and product group analyses.

Conclusion
The acceptance of SMARTCRM by the employees of PAJUNK is really high, since the CRM system supports them in many processes and, as a helpful tool, simplifies their daily work. For even more sustainable support, the company will soon manage its rental and sample devices in the CRM system. So the employees will get an accurate overview about how long which device is located at a particular customer. The sales staff will even more benefit from working with SMARTCRM. Indeed, PAJUNK would like to use tablet PCs beside the notebooks. Also on these mobile devices the entire CRM functionalities will be available offline.

Thanks to SMARTCRM, the communication between field service and back office finally runs efficiently, no more important information will be lost. The call-off orders are easier and better monitored and offers tracked promptly. The evaluations such as the year-to-date sales revenue comparison are really helpful to refrain comparing apples and oranges.

Klaus Holzer, Sales manager and member of the Board of PAJUNK Medical Produkte 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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Connection to the ERP system