PROJAHN Präzisionswerkzeuge GmbH

Since 2009, the sales and service employees of PROJAHN Präzisionswerkzeuge GmbH have been working with SMARTCRM and since 2012 the purchasing employees as well. The goals of the CRM introduction were among others an improved field service connection as well as extensive analyses for optimal sales management. The processes of the service department had also to be supported by the use of the CRM system. An important criterion for the decision in favor of SMARTCRM was the bi-directional standard interface to the ERP system abas Business Suite. SMARTCRM scored with low configuration costs and its long-time partnership with abas Software AG. The CRM system imports from abas ERP address and contact data, quotations, orders and figures to SMARTCRM via the interface. SMARTCRM passes in turn the new or edited contact to the ERP software.

Requirements

  • Standard interface to abas Business Suite
  • Offline functionality
  • Evaluation possibilities with transfer to Microsoft Excel
  • Complaint management
  • Utilization of SMARTCRM French version at the sister company

Access for the field service

SMARTCRM supports the sales management at PROJAHN. Before the CRM introduction, the field service employees had no access to the current sales figures in the ERP system. In addition, they used to receive other customer information only intermittently or upon request. Thanks to SMARTCRM, the field service connection as well as the communication between field service and back office were optimized. Thus, by using the offline capability the entire SMARTCRM database is available to the employees even on the go and therefore all customer information such as updated sales figures. Fast access to the complete activity history as well as detailed evaluations enable the sales staff a comprehensive visit preparation. Bonuses can also be viewed directly on the address mask. Prior to the CRM implementation, they were documented in Microsoft Excel. SMARTCRM now displays not only the current bonus of a customer but also the revenue still missing for reaching the next higher level as well as a history of the past years. After visiting the customer, the field service employee directly enter the visit report in the CRM system. Using the check boxes, the employee quickly documents the competitive situation. Since these fields can be evaluated, a quick overview of the competition’s products used by the customer and so of the untapped potential are always possible. In addition, a task is automatically sent to a back office employee in charge for sending brochures for example. If a quotation is created following the visit, SMARTCRM imports it from abas ERP and archives it as a pdf in the corresponding file.

Project goals

  • Improved field service connection
  • Extensive analyses for optimal sales management
  • Support of service processes

Keeping an eye on the figures at all times

SMARTCRM imports the current figures such as sales revenue, contribution margin, orders on hand, unpaid invoices as well as placed orders respectively open purchase order over the interface. Diverse evaluation possibilities on different levels, including the drill down function, enable the analysis of the figures in detail, e.g., per product. Since the customer can belong to a purchasing association, a filter field provides him with both the full price and the price when purchased cumulatively. The field service staff and the executive management conduct the complete sales planning based on the main product groups per customer in SMARTCRM – also offline on the notebook. The target/actual comparisons made available at any time by the CRM system are a key measure of success for PROJAHN.

Extensive complaint management

Before the CRM implementation, the complaints were managed in Excel spreadsheets. Now, SMARTCRM guarantees an optimal complaint management. The incoming complaints as well as the subsequent agreements with the customers are documented in the CRM system. This means that the process of every complaint is always traceable and even the colleagues of the sales department are kept informed about current service activities before visiting a customer. In addition, PROJAHN uses the CRM system to evaluate the complaints to detect at an early stage quotas or vulnerable products for instance.

Conclusion

The communication between back office and field service has been significantly improved since the CRM implementation. The distribution of tasks between the employees in charge, thanks to the dispatch over SMARTCRM, is now substantially simpler and more traceable. The decision-oriented visit reports entered by the field service support PROJAHN with efficient customer management. The analyses, such as the target/actual comparisons, show the company potential sales or planning deviation early on. Thanks to the wide range of analysis options, the sales, product management and purchasing department are always up-to-date with the latest developments. That’s why PROJAHN employees greatly appreciate the visit reports as well as the analysis possibilities in SMARTCRM.

With SMARTCRM, we could accelerate significantly our decision-making processes with regards to customers and products. Analyses are directly generated by the decision-maker and support him in the decison-making process.

Michael Behling, CEO of the PROJAHN Präzisionswerkzeuge 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.

    more
  • 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.

    more
  • 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. 

    more
  • 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.

    more
  • 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.

    more
    • 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.

      more
    • 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.

      more
  • 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.

    more
    • 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.

      more
    • 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.

      more
  • 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.

    more
  • 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.

    more
  • 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.

    more
  • 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.

    more
  • 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.

    more
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Connection to the ERP system

PROJAHN relies on the interface between SMARTCRM and abas ERP: