Steinfels Swiss Division of Coop

Since 2010, the Swiss company Steinfels Swiss has been working with the CRM software SMARTCRM. Given that the previous CRM software was not executable on Windows 7, the decision has been taken to introduce a new CRM software. SMARTCRM convinced with competent advice and best value for money as well. Thus, today, SMARTCRM supports 50 associates in the sales, service and marketing department. Since Steinfels Swiss offers products on different segments – hotel and industry – they are represented as customers in
SMARTCRM. A goal of the implementation was the connection of the field service associates. The offline-capable SMARTCRM guarantees the access to all data with their notebooks.

Requirements

  • Interface to Microsoft Dynamics AX (formerly Microsoft Axapta)
  • Field service connection via offline access
  • Detailed machine and device management
  • Quotation writing and monitoring in the CRM system
  • Extensive analysis and evaluations also for the distributor sales
  • Statistics on visits and target/actual comparisons of the sales targets
  • Visit planning for sales and service

Detailed Machines and Devices Information
SMARTCRM fulfills also the wish of an optimal machine and device management. Thus, the company can maintain in the CRM system all information up to the fillers of each device. Likewise, for each device, dosing settings history is available. All Retailers at a Glance SMARTCRM supports sustainably Steinfels Swiss in sales management. Indeed, the company used to make statistics on Microsoft Excel sheets and to send them to its field staff. This step was dropped with SMARTCRM: via an interface, product data as well as sales figures from the ERP Software Microsoft Dynamics AX system are imported. So the CRM system allows Steinfels Swiss not only to visualize on different levels their own daily sales figures, but also of its retailers. Sales representatives and managers keep track of the current sales development.

Project goals

  • Field service connection
  • Documentation of machine information
  • Daily overview of the development of own sales as well as the dealers’
  • Optimal coordination of the service visits

Multilingual Offers
Steinfels Swiss field staff writes about 50 offers a month. These are created directly in SMARTCRM. To this purpose, the company has stored templates with their own corporate design in the CRM system. SMARTCRM fills in the Microsoft Word document automatically with the recipient’s data as well as the corresponding prices. For each quotation, individual discounts for product groups or single product can be entered, and are calculated in the total price. Likewise SMARTCRM fills in product text modules. Since they can be stored in different languages, it is easy for Steinfels Swiss to write the quotation in German or French. The quotation is archived in the electronic customer file. All processes – and thus all quotations – of a project are shown in SMARTCRM on its own tab and can be tracked easily. The associates caswitch to the linked addresses, activities or machines files and thus stay fully informed. After adding a quotation, the sales representative sends a task to the office associate through SMARTCRM to mail the documents.

Visit Planning for Sales Representatives and Assemblers
Steinfels Swiss maintains a zip code assignment in a list for all service and sales staff. This is imported in SMARTCRM, whereupon the CRM system makes automatically the address assignment. Sales and service associates use the visit planning in SMARTCRM and areautomatically reminded of the visits‘ agreements in the defined rhythm. In addition, they can display visit statistics for a given time period and per employee in the CRM software.

Conclusion
SMARTCRM optimized processes in sales, service and marketing at Steinfels Swiss. Earlier, the field service staff had to be informed per email for all important information, now they can see freely all data in SMARTCRM with a few clicks – from address information on project processes to daily statistics and sales targets. So SMARTCRM supports sustainably the sales management in the company – and thanks to the offline capability, outside of the office. The service staff can better plan and coordinate their interventions. The visit planning in SMARTCRM helps them when making an appointment. Thanks to the seamless activity history as well as the extensive devices database, they always know what type of activity was with a customer and what machines and devices he has in use. In addition, SMARTCRM optimized marketing processes and thus simplified the sales planning and controlling. Moreover, the employees use the extensive selection options to purposely address defined target groups.

The acceptance for SMARTCRM is really high amongst the employees. They see the advantages the CRM system offers to their daily work life, for instance to maintain our machine and device data. Their management in SMARTCRM is for us a great and important improvement.

Jordanis Katsakis, Sales Manager at Steinfels Swiss

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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