Wiha Werkzeuge GmbH

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.

Project goals

  • 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.

Optimal reporting

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

Implemented Modules

  • SMARTCRM.ProjectsSMARTCRM.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.

  • SMARTCRM.InxmailSMARTCRM.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.



    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.



    • 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. 

  • SMARTCRM.Exchange.SyncSMARTCRM.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.



    • 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.



      • 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.

    • SMARTCRM.PlanningSMARTCRM.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.



    • 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?

    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.



      • 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.

    • SMARTCRM.OfflineSMARTCRM.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.

  • SMARTCRM.TargetsSMARTCRM.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.



    • 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.

  • SMARTCRM.TourPlanningSMARTCRM.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.



    • 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.

  • SMARTCRM.MachinesSMARTCRM.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.

  • SMARTCRM.CompetitionSMARTCRM.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.



Wiha relies on the interface between SMARTCRM and Microsoft Dynamics AX: