ZIMM Maschinenelemente GmbH & Co. KG

Since 2011, the sales staff of ZIMM Maschinenelemente GmbH + Co KG has been working with SMARTCRM. Goal of the implementation was the elimination of multiple isolated solutions in favor of a central CRM system that can always be accessed to by all employees. Moreover, the task assignments between field service and back office should be more flexible and the possible loss of information excluded. SMARTCRM usability and SRM functionality, ensuring the overview of all supplier information, were key in the decision-making process. Moreover, ZIMM saw the modular design as a great advantage, since, with its flexibility, they could start with a basic system and expand it as needed with additional modules.


  • Higher usability and flexibility of the system
  • Bidirectional standard interface to abas ERP
  • Data transfer from AS 400
  • Extensive evaluation possibilities also of the purchasing figures
  • Supplier management directly in the CRM system

Interface to abas ERP
Besides SMARTCRM, ZIMM relies on abas ERP. As a long-time cooperation partner of the abas Software AG, the CRM manufacturer was able to offer a standard interface to the ERP software and therefore able to keep the configuration costs low. The CRM system imports quotation, product, customer, prospective customer and supplier data as well as figure material such as incoming orders, order backlog and open items over the bi-directional interface. Sales data, for instance such as outstanding orders, should also be taken over. Since SMARTCRM is the primary system when adding a new address, this will be transferred to abas ERP over the interface. A duplicate check helps to prevent double data records while adding an address.

Project goals

  • Elimination of multiple isolated solutions in favor of a central CRM system
  • Possible access for all employees at any time
  • Flexible task assignment between field service and back office
  • Prevention of possible loss of information

Optimized Sales Processes
SMARTCRM supports the sales processes at ZIMM in many ways. Thus, the employees use the CRM software, among others, to track the quotations. These are attached to the corresponding project file. Hereby, the complete overview of all quotation versions as well as the relevant communication – e-mails, phone calls, etc. – with the customer is guaranteed at any time. Likewise, further corresponding documents and procurement data are stored in SMARTCRM. This complete document and activity history is key in case of substitution, since all colleagues can get informed about the current stand of a project and the activities with a customer at the press of a button. The field service staff, which has access to all customer information, uses SMARTCRM for travel planning. Thereby the area search helps you directly in the CRM system.

SRM in the CRM System
ZIMM centrally manages and classifies, using the features, current and potential prospective suppliers in SMARTCRM. The complete communication, i.e. requests to suppliers and received quotations are documented in the CRM system and are therefore traceable.

Extensive Evaluations
SMARTCRM provides the figures of abas ERP in extensive evaluations for the management, sales and purchasing, such as territory turnover, comparison with the previous year or SRM analyses. The affiliated companies ZIMM Maschinenelemente and ZIMM Solar were created as two clients and can be evaluated separately. Before the CRM implementation, the analyses had to be elaborately differentiated, the current figures of both companies are accessible both individually or cumulated in SMARTCRM.

Integration of a Call Center
ZIMM uses intensively SMARTCRM for its marketing campaigns and the sending of personalized serial e-mails or mailing. Features and numerous selection possibilities in the CRM system enable the definition of detailed target groups. Thus, sales actions are much better targeted and performed. The mailing can also be directly prepared and sent from SMARTCRM. On the other hand, the back office staff is informed, through SMARTCRM, on which topic which customer has been contacted. If a customer calls after receiving such a mailing, the employee immediately knows the subject matter and can competently and rapidly advise him.

ZIMM is really satisfied with the partner-like contact and the competent care of the SMARTCRM GmbH. The company was looking for a CRM manufacturer at eye-level. As a medium-sized company, SMARTCRM could fully comply with this requirement. Before the CRM implementation, ZIMM worked mainly with numerous hand-made Microsoft Excel spreadsheets, for example, master data collections, travel planning und calculations as well as queries. SMARTCRM automated many processes, bundled data for central access and ensured a sustained reduction of the costs. In the near future, ZIMM wishes to rely more on internal training, so that SMARTCRM can support new employees in their tasks as quickly as possible.


The SMARTCRM GmbH offers us competent care and a partnership contact. As a midsize company, the CRM manufacturer is for us a company at eye-level and true-to-word.

Elke Lun, QML / ERP Project Manager at ZIMM Maschinenelemente GmbH + Co KG

Implemented modules


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.



  • 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.

  • SMARTCRM.OfflineSMARTCRM.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.



    • 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.



    • 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.



    • 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.

  • SMARTCRM.PlanningSMARTCRM.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.

  • SMARTCRM.ScannerSMARTCRM.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.

  • SMARTCRM.Exchange.SyncSMARTCRM.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.

  • 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.

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

    SMARTCRM.Machines is our support for your service department.



    • 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.



    • 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.



    • 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.



    • 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.


Connection to the ERP system

ZIMM relies on the interface between SMARTCRM and abas ERP: