The SITEMA GmbH & Co. KG has been a SMARTCRM customer from the start. Already in 1992, SMARTCRM – at the time under the name B&R – was supporting SITEMA with the installation of networks and PCs. Additionally, SITEMA used FAKT, the first software solution of the SMARTCRM GmbH, to process orders and write invoices. Then followed the installations of the Sales Information Systems ivs-DOS and ivs for Windows. SITEMA remained loyal to the SMARTCRM GmbH in the new millennium: SMARTCRM removed the software ivs in 2000. SITEMA replaced FAKT by the ERP system of the abas Software AG, long-term cooperation partner of SMARTCRM GmbH. SMARTCRM and abas ERP are connected by a bidirectional EDP standard interface, whereby a central database is enabled.
- Bidirectional standard interface between SMARTCRM and abas Business Suite
- Extensive evaluations on diverse levels
- Storage of all relevant information in the customer electronic file with full text-search
- Complete documentation of past contacts and activities
Targets with Early Warning System
SMARTCRM sustainably supports SITEMA in the sales and order processing departments. The company defines the sales targets in the CRM system, so, for instance, the planned turnover for each customer. If the turnover negatively differs from the planned value, the sales representative in charge immediately recognizes this and can react accordingly in a timely manner. This prevents a customer falling back without anyone noticing it.
- Improved order processing
- Optimal sales management using planning and target agreements in the CRM system
- Support of the customer care staff through central access to all important customer data
Optimal Customer Care
Additionally, SMARTCRM offers a valuable support in customer care. Indeed, the employees can store all information, documents, reports, etc. in the corresponding customer electronic file. Since all employees have always access to the complete activity history, they are currently informed about the customer-related phone conversations, orders, etc. with a few clicks. With 15,000 customer addresses, this is priceless. SITEMA has thus access to 20 years history in SMARTCRM. Such a wealth of customer information represents a huge advantage in service and customer care. If a customer calls SITEMA, the CRM system using the CTI connection displays to the employee in charge which contact person is at the other end of the line. With a click, he can open the corresponding customer file. So he is immediately informed and can handle the many daily customer queries in the best possible way. Positive also for the customer satisfaction: the customers welcome such a competent and prompt service.
Valuable Sector Analysis
SMARTCRM imports the figures such as sales figures, incoming orders or orders on hand from abas ERP over the standard interface and provides them prepared in diverse analyses to SITEMA. So, the company can use the CRM software, i.e., for a sector analysis. They can sort their customers depending on the various sectors, in order to recognize trends thanks to SMARTCRM. The CRM system shows SITEMA, for instance, in which sector or in which territory the demand increased or decreased in a given time period. The company can accordingly act and plan.
Christmas Greetings with CRM
At Christmas time, SITEMA profits from another function of the CRM system. The sending of Christmas cards and presents belong to optimal customer care for the company. SITEMA manages this using the features in SMARTCRM. So the employees can select in no time the recipients and create the enclosed letters using the mail merge function. This ensures that no one is forgotten and that everyone can appreciate the Christmas greetings.
The SITEMA GmbH & Co. KG is a loyal SMARTCRM customer and with good reasons: the acceptance of the CRM system among the employees is really good and the new employees are quickly instructed thanks to the user-friendly and intuitive software. SMARTCRM strongly supports the sales and order processing. Planning and target agreements in the CRM system are key for the sales management. Additionally, the best communication with the customer is guaranteed thanks to the complete activity history in SMARTCRM. So the employees are kept informed just by looking at the CRM system and can competently and promptly answer customer queries. The fact that the collaboration between the SITEMA and SMARTCRM is a collaboration at eye level is also considered really valuable for SITEMA. Since on one hand, as a medium-sized company, SMARTCRM knows the needs of the SMEs and on the other hand as manufacturer of the distributed CRM software. Thus, SITEMA always has a contact person directly at the manufacturer – a huge advantage for the company.
SMARTCRM is the hub of our sales management. Without the support of SMARTCRM, the current quality and quantity of our sales work and customer care would not be possible for us. Our customers are often surprised at how quickly we can help them on the phone, since all relevant information are available at the press of a button.Carsten Rother, Sales Director at SITEMA GmbH & Co. KG