Sitema GmbH & Co.KG

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.

Requirements

  • 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.

Project goals

  • 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.

Conclusion
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

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.

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  • 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.

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  • 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. 

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  • 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.

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  • 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.

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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 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.

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    • 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.

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  • 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.

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    • 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.

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    • 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.

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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.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.

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  • 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.

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  • 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.

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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?
    • 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.

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Connection to the ERP system

Sitema relies on the interface between SMARTCRM and abas ERP: