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