Since 2010, Wiha Werkzeuge GmbH has been using SMARTCRM. The centerpiece of the CRM implementation was the sales department. Extensive evaluation possibilities at the press of a button, an improved field service connection and a transparent, central database should optimize the sales processes. The latter was also created using an interface to the ERP system Microsoft Dynamics AX. Over this, the CRM system imports all address and product data as well as relationship information. The figures material is also imported from Microsoft Dynamics AX.
- Extensive day-to-day evaluation possibilities (figures, products, etc.)
- Representation of the address’ relationships (associations/retail chains) as well as evaluation of individual and total sales revenues
- Representation of the sales targets and their daily achievement
- Interface to Microsoft Dynamics AX
Back office and field service always up-to-date
SMARTCRM supports the sales department at Wiha. Thanks to the offline capability of SMARTCRM, the field service employees have access to the complete CRM functionalities and data also on their notebooks. Before the CRM implementation, customer information and evaluations were sent to the employees, which was time-consuming. In SMARTCRM, they can take hold of the latest data and prepare themselves for a customer visit. Thus, the activities related to a customer are completely documented and the sales figures are also accessible.
- Transparent sales processes and communication
- Improved field service connection
- Access to current analyses and customer information for all sales employees for optimal visit preparation
Diverse sales and product evaluations
If a customer owns several subsidiaries or belongs to an association, SMARTCRM displays the group sales figures as well as just the ones of specific subsidiaries or association members at the press of a button. Prior to the CRM implementation, the employees had only the total turnover available. Now, SMARTCRM for instance shows exactly which subsidiary is responsible for a sinking turnover. SMARTCRM provides sales evaluations not only on the address’ level but also on the merchandise or product groups’ levels up to the individual product. Thus, the sales employees know which customer buys which product at the press of a button.
Following a customer visit, the field service employee enters his visit report directly in SMARTCRM. This is particularly easy using the selection fields. For instance, if a customer has interest in a specific product group, the employee can select this information and the appropriate follow-up action such as the sending of the corresponding product brochure. SMARTCRM automatically sends a task to the person in charge. Since this information is maintained as a feature, it can be evaluated at any time.
Transparent approval processes for quotations
The sales employees are also supported when writing quotations in SMARTCRM. The approval processes are completely carried out in the CRM system. Using SMARTCRM has made this processes much easier and much more transparent.
Sales goals always in view
The sales staff and management never lose sight of the sales goal either. SMARTCRM indeed shows every sales employee how to achieve his goals on a day-to-day basis and thus ensures early recognition and counteraction if a goal does not develop as planned.
SMARTCRM allows Wiha to improve the communication between field service and back office as well as an optimal field service connection thanks to the offline capability. Thus, all employees are kept informed in their offices and outside. Optimal customer support is therefore guaranteed – thanks to the CTI function as well, which allows the employees to see immediately which person is calling and to switch into his activity history with just one click. In addition, the customer service is simplified and supported by other functions such as the automatic assignment of features for the delivery of Christmas gifts. The acceptance of SMARTCRM is now really high among the employees. In the future Wiha is planning to introduce the SMARTCRM.Compliance module, which automatically matches the CRM address database with various black lists.
With SMARTCRM, we created transparent sales processes, improved our reporting system and intensively worked with the extensive evaluations - these are just a few of numerous optimizations. This is why the CRM system was fully accepted by our employees after a start-up period.Klaus Okunowski, Sales Director at Wiha Werkzeuge GmbH