Since 2016, SMARTCRM has supported the processes of PENTAC Polymer GmbH in sales, controlling, service and purchasing anew. The company had previously been a SMARTCRM customer. However, a change of ERP system led to a temporary CRM replacement. In 2016, PENTAC decided to reintroduce SMARTCRM. In the decision-making process besides a good price/performance ratio, we convinced with the high usability of the software.
- ERP standard interface to Comarch
- Mobile CRM for the field
- High usability
Interfaces to Comarch and DATEV
In addition, SMARTCRM scored at PENTAC with the diverse connections to third-party systems and thereby the associated creation of a central data pool. This way, the CRM solution imports data from the ERP system Comarch based on SQL views over a standard interface. This includes customers, contacts, figures such as turnover, incoming orders, order backlog positions, discounted prices. For the SRM processes, orders, stocks on order and open invoices are transferred. Using an interface to the software DATEV, SMARTCRM automatically imports open items.
- Company-wide CRM implementation
- Analysis options for sales and purchasing
Thanks to its BI features, SMARTCRM prepares figures and provides them in diverse analyses. So, PENTAC employees can access for instance current turnover figures per product or per customer directly in the CRM system at the press of a button. Likewise, SMARTCRM enables the company to keep track of trend change or deviations between target and actual figures as well as cross selling and up selling potentials and thereby allows a targeted sales approach.
Another foundation of the sales processes at PENTAC are the target agreements stored in SMARTCRM. The sales staff can consult the daily status of their target achievement and therefore knows where they stand at all times while the sales management keeps an overall view of the sales processes.
Project management including quotation creation
Each project is created by PENTAC in SMARTCRM and linked to customers and suppliers involved. The entire communication history such as all e-mails automatically imported from Microsoft Office is shown in the project file. Detail information concerning each project phase is clearly displayed as process, such as the sending of sample compounds or offers. The latter are created by PENTAC directly out of SMARTCRM. Thereby the company has stored German and English templates in the CRM system. Thanks to the archiving of quotations in SMARTCRM, tracking is guaranteed at all times. Project management is completed by forecast analyses. Due to the CRM solution, the employees are kept informed on the current status of all on-going projects.
The field service is also kept up-to-date
In the field as well PENTAC relies completely on SMARTCRM. Before an off-site appointment, our CRM solution supports the employees in route planning with an area search and address visualization in Bing Maps. Thanks to the extensive customer file, the workload for visit preparation is kept as low as possible. When on the go, the field staff can still access the CRM data online on the smartphone via SMARTCRM.App or even without Internet connection on the notebook. So, they can document their visit reports directly in the CRM system. Follow-up appointments are created in the schedule and tasks sent to colleagues thanks to the integrated Organizer.
Ticket management and FAQ utilization in the service department
The service employees take advantage of SMARTCRM to manage complaints. All steps until completion are documented and 8D reports are created directly in the CRM system. This way, the entire customer contact remains traceable. Ticket evaluations help the company for instance to uncover frequent error sources or to optimize processing times. Information needed on a regular basis are stored by PENTAC in the SMARTCRM knowledge database saving a lot of time and effort for information retrieval. Thus, the FAQ contains automotive industry standards, requirements for material properties and further information for service, sales and production.
SRM functionalities for purchasing
The suppliers are imported from Comarch to SMARTCRM via the interface for instance to store agreements and results of product analyses. The overview of all inquiries, complaints etc. is extended by the SRM panoramic view. It is completed by evaluations of purchased orders, order stock and open invoices imported from Comarch. With this information, SMARTCRM enables PENTAC an extensive supplier management.
The acceptance of SMARTCRM with its easy handling is very high among our employees. Equally optimal for us is the fact that SMARTCRM is not strictly a CRM system, but rather an XRM solution that also supports our purchasing department.Johannes Sattler, Key Account Manager at PENTAC Polymer GmbH