PAJUNK Medical Produkte GmbH

The PAJUNK Medical Produkte GmbH took the decision in 2012 to implement SMARTCRM. 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 imports also 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. Also, 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 at any time and a few clicks see the current prepared figures on their display. 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.Basis SMARTCRM.Basis

Thanks to its modular structure, SMARTCRM perfectly adapts to your business processes and requirements. The foundation of each SMARTCRM installation is the module SMARTCRM.Basis. Hereby, our CRM system already covers the important CRM tasks even across-department.

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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.OfflineSMARTCRM.Offline
    SMARTCRM.Offline

    SMARTCRM.Offline

    • All CRM data handy on the go?
    • Talking through the open offers with the customer while visiting?
    • 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.AppSMARTCRM.App
    SMARTCRM.App

    SMARTCRM.App

    • Customer visit over? Record the important agreements immediately in the CRM?
    • And send a task regarding the offer directly to the colleague?
    • Has he time tomorrow to clarify the details?
    • And all this using your smartphone, regardless whether Android or iOS?

    SMARTCRM.App is your practical CRM on the go. Reach for important CRM data online at any time.

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  • SMARTCRM.WebSMARTCRM.Web
    SMARTCRM.Web

    SMARTCRM.Web

    • Accessing customer information over the browser?
    • Retrieve the current statistics figures online?
    • Creating appointments and tasks over the Web and send them directly to the colleagues?

    SMARTCRM.Web is your practical CRM on the go.

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  • SMARTCRM.GeoMapSMARTCRM.GeoMap
    SMARTCRM.GeoMap

    SMARTCRM.GeoMap

    • On the road and time left for a spontaneous visit? Perhaps with a prospective customer who has an open quotation? Who is nearby?
    • After three months, stopping by customers with declining sales? How do you optimize your driving route? See the route on a map?
    • And how to integrate the new customers in the existing sales tours?

    SMARTCRM.GeoMap shows you the direct path to customers.

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  • SMARTCRM.PlanningSMARTCRM.Planning
    SMARTCRM.Planning

    SMARTCRM.Planning

    • Annual planning depending on territories? Key accounts? Or individual customers?
    • And also considering the seasonal curves?
    • Should there be any 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.ScannerSMARTCRM.Scanner
    SMARTCRM.Scanner

    SMARTCRM.Scanner

    • Push business cards straight into the CRM?
    • With minimal effort?
    • During the fair?
    • And without internet connection?

    With SMARTCRM.Scanner, you save yourself from the cumbersome typing.

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  • SMARTCRM.Exchange.SyncSMARTCRM.Exchange.Sync
    SMARTCRM.Exchange.Sync

    SMARTCRM.Exchange.Sync

    • Keeping track – not only of your own appointments but also of the ones of your team colleagues?
    • And what did the colleague representing you agree with the customer?
    • Is there anything written on this topic? An e-mail perhaps – and not only in the Outlook of the colleague but also centrally in the CRM?
    • And everything, without having to worry about how the data end up in Outlook and in the CRM – because everything runs automatically?

    With SMARTCRM.Exchange.Sync you are still in control of your appointments while on the go.

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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.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.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?
    • After the repair, immediately creating the maintenance report?

    SMARTCRM.Machines is our support for your service department.

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  • SMARTCRM.TicketSMARTCRM.Ticket
    SMARTCRM.Ticket

    SMARTCRM.Ticket

    • Quickly finding real solutions for 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.FAQSMARTCRM.FAQ
    SMARTCRM.FAQ

    SMARTCRM.FAQ

    • Always the corresponding solution for a customer problem?
    • Whipping up enthusiasm in your customers with quick help?
    • Sharing your solutions with colleagues?

    This works! With SMARTCRM.FAQ, your company-wide knowledge database.

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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 customer in your territory?
    • What products, that he has not been using yet, can you offer him?
    • 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.ERPSMARTCRM.ERP
    SMARTCRM.ERP

    SMARTCRM.ERP

    • Here, CRM with customer information, there, ERP with figures and products – is there an easier way?
    • Everything important in one system? A centralized access for all colleagues?
    • Connecting ERP and CRM hassle-free? Best with a “finished” 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. 98% of our customers use the interface between SMARTCRM and their ERP solution. Do the same and rely on our interface competence.

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Connection to the ERP system