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
SMARTCRM also 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 materials such as sales figures, incoming orders or orders on hand from abas ERP over the standard interface and provides them prepared in diverse analysis 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.Basis SMARTCRM.Basis

Thanks to its modular structure, SMARTCRM perfectly adapts to your business processes and requirements. The foundation of each SMARTCRM installation is the module SMARTCRM.Basis. Hereby, our CRM system already covers the important CRM tasks even across-department.

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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.OfflineSMARTCRM.Offline
    SMARTCRM.Offline

    SMARTCRM.Offline

    • All CRM data handy on the go?
    • Talking through the open offers with the customer while visiting?
    • 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.AppSMARTCRM.App
    SMARTCRM.App

    SMARTCRM.App

    • Customer visit over? Record the important agreements immediately in the CRM?
    • And send a task regarding the offer directly to the colleague?
    • Has he time tomorrow to clarify the details?
    • And all this using your smartphone, regardless whether Android or iOS?

    SMARTCRM.App is your practical CRM on the go. Reach for important CRM data online at any time.

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  • SMARTCRM.WebSMARTCRM.Web
    SMARTCRM.Web

    SMARTCRM.Web

    • Accessing customer information over the browser?
    • Retrieve the current statistics figures online?
    • Creating appointments and tasks over the Web and send them directly to the colleagues?

    SMARTCRM.Web is your practical CRM on the go.

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  • SMARTCRM.GeoMapSMARTCRM.GeoMap
    SMARTCRM.GeoMap

    SMARTCRM.GeoMap

    • On the road and time left for a spontaneous visit? Perhaps with a prospective customer who has an open quotation? Who is nearby?
    • After three months, stopping by customers with declining sales? How do you optimize your driving route? See the route on a map?
    • And how to integrate the new customers in the existing sales tours?

    SMARTCRM.GeoMap shows you the direct path to customers.

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  • SMARTCRM.PlanningSMARTCRM.Planning
    SMARTCRM.Planning

    SMARTCRM.Planning

    • Annual planning depending on territories? Key accounts? Or individual customers?
    • And also considering the seasonal curves?
    • Should there be any 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.ScannerSMARTCRM.Scanner
    SMARTCRM.Scanner

    SMARTCRM.Scanner

    • Push business cards straight into the CRM?
    • With minimal effort?
    • During the fair?
    • And without internet connection?

    With SMARTCRM.Scanner, you save yourself from the cumbersome typing.

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  • SMARTCRM.Exchange.SyncSMARTCRM.Exchange.Sync
    SMARTCRM.Exchange.Sync

    SMARTCRM.Exchange.Sync

    • Keeping track – not only of your own appointments but also of the ones of your team colleagues?
    • And what did the colleague representing you agree with the customer?
    • Is there anything written on this topic? An e-mail perhaps – and not only in the Outlook of the colleague but also centrally in the CRM?
    • And everything, without having to worry about how the data end up in Outlook and in the CRM – because everything runs automatically?

    With SMARTCRM.Exchange.Sync you are still in control of your appointments while on the go.

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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.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.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?
    • After the repair, immediately creating the maintenance report?

    SMARTCRM.Machines is our support for your service department.

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  • SMARTCRM.TicketSMARTCRM.Ticket
    SMARTCRM.Ticket

    SMARTCRM.Ticket

    • Quickly finding real solutions for 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.FAQSMARTCRM.FAQ
    SMARTCRM.FAQ

    SMARTCRM.FAQ

    • Always the corresponding solution for a customer problem?
    • Whipping up enthusiasm in your customers with quick help?
    • Sharing your solutions with colleagues?

    This works! With SMARTCRM.FAQ, your company-wide knowledge database.

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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 customer in your territory?
    • What products, that he has not been using yet, can you offer him?
    • 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.ERPSMARTCRM.ERP
    SMARTCRM.ERP

    SMARTCRM.ERP

    • Here, CRM with customer information, there, ERP with figures and products – is there an easier way?
    • Everything important in one system? A centralized access for all colleagues?
    • Connecting ERP and CRM hassle-free? Best with a “finished” 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. 98% of our customers use the interface between SMARTCRM and their ERP solution. Do the same and rely on our interface competence.

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Connection to the ERP system

Sitema relies on the interface between SMARTCRM and abas ERP