Since 2011, the sales staff of ZIMM Maschinenelemente GmbH + Co KG has been working with SMARTCRM. The 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. Also, 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 to add 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.
- 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 journey 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.
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 as quickly as possible new employees in their tasks.
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