- Standard interface to MAJESTY ERP system
- One-time data import from the old system
When selecting the CRM system, RUWAG attached importance to the mobile availability in order that the field employees can access all necessary data when visiting a customer. In addition, SMARTCRM scored with professional guidance concerning the CRM processes and the system environment as well as the consideration of the company’s individual requirements and their implementation.
- Online/offline access to CRM data when on the field
- Documentation of service calls
- Complete documentation and archiving of the communication including documents
ERP connection: SMARTCRM and Majesty
An important requirement of RUWAG was the interface to the ERP system Majesty.NET. As a cooperation partner of UB-Software Entwicklungs- und Vertriebs-GmbH, SMARTCRM and its standard interface to the ERP solution stood out. Today, the CRM system imports stocks on hand data as well as sales figures and inventory and device data from Majesty.NET.
All instrument data at a glance
RUWAG manages its delivered instruments through SMARTCRM. All important information such as the date of installation, the device standard, the operational status as well as the date of the last maintenance are available in the relevant instrument file at a glance. Links to customer addresses and the corresponding activity history complete the panoramic view. Thus, the electronic file contains the service history of the instrument including service calls and reports.
Panoramic view of the service calls
For each service call, the employees create their service reports directly in SMARTCRM and record which instrument was the reason of the visit. In addition, the product data, documented in the instrument file, are automatically inserted in the report, so that all relevant information are accessible at a glance when opening a service report without having to switch to another file.
Optimal field service connection
The field service employees using the SMARTCRM.App when on the go also benefit from all this information. Via online access, all important data are available on their iOS or Android smartphones. This way, they see address or contact information as well as the full activity history when consulting the electronic customer file and thereby the current status, who last discussed which topics with the customer and what has been agreed.
All product information available in SMARTCRM, such as list and purchase prices, batch number and stocks on hand, are also accessible over the smartphone. If a customer wants information concerning the supply of the purchased merchandises, the field employee can immediately disclose the stocks on hand information at a glance in the app. Additional data concerning a given device, such as status, parameter settings or previous service reports are consultable at any time.
If no Internet connection is available, for instance when visiting a lab, the field employees can benefit from the offline capability of the CRM system and access all CRM data via their notebooks.
SMARTCRM enables more information transparency company-wide. An important milestone is the SMARTCRM.App, which provides us, when on the go, not only the CRM data but also the ERP data as well as the necessary information concerning our instruments in the lab.Joël Mory, Head Administration at RUWAG Handels AG