SMARTCRM in the capital goods industry

Customer contact has a special significance for a manufacturer in the capital goods industry, since it does not end with the sale. The subsequent care, the so-called after sales service, maintenance of a machine, handling of service requests among others, is crucial for customer loyalty. A long-term customer loyalty needs high satisfaction. This in turn requires optimal relationship management: meeting the requirements, convincing with competent service and answering questions as quickly as possible.

How do you form a basis for close customer relationship? In knowing your customers and their wishes and in having the currently needed information available to guarantee perfect care. With SMARTCRM, a cross-departmental information platform is enabled. From canvassing to service, from customer acquisition to long-term customer care: the CRM system ensures optimal processes of a company in the capital goods industry.

Recognizing sales potentials

SMARTCRM covers all areas of sales management: it enables efficient task management and scheduling and supports your sales employees with visit planning in reminding them when the next visit at a customer’s should take place.

No matter whether you write your quotations directly in SMARTCRM or in your ERP system: optimal follow-up in SMARTCRM is always guaranteed with the complete history of quotations and orders. If you create the quotations in the ERP system, then they are imported in SMARTCRM over the interface. Wherever you write your quotations, nothing escapes you. No tasks as well, since SMARTCRM automatically informs the person in charge about due actions, such as offer follow-ups.

Managing machines

With SMARTCRM, you can manage all your installations, devices, machines, components, hardware or similar products that are in use at your customers‘. You can link each machine or similar with the corresponding customer address as well as with the appropriate contact person. With the complete activity history, all related activities are traceable at any time. This way, you have all information centralized in an electronic machine file: from the location of the machine to the technical data and pictures up to financing information.

Marketing in capital goods industry

Categorize your machines, whether second-hand or reference installation and use the numerous filter functions for a proactive sales work and an effective marketing. In contrast to consumer goods marketing, the capital goods marketing, also called B2B marketing, is not directed towards private persons and the many, as it involves the marketing of raw materials or complex systems for example. This is why the communication is mostly not anonym. Therefore, SMARTCRM offers extensive selection options helping finding the right target group and make their personal address very easy. Thus, you can offer the users of a particular machine new matching accessories or introduce the buyers of an older generation the successor model. You can plan service and maintenance appointments using the task management tool. The employee in charge will be automatically reminded of the visit at the defined time by SMARTCRM.

Thrilling your customers

If you are a manufacturer of machines, devices or similar products, service plays a major role in your company. In SMARTCRM, you can manage and control incoming complaints. The CRM system enables fast and efficient processing of the tickets and thus ensures customer satisfaction. In SMARTCRM, you coordinate your service employees and their activities: if you distribute responsibilities and tasks, the CRM software automatically reminds the person in charge when due and signals when reaching the given escalation level.

In SMARTCRM, your service employees have all information at a glance: the concerned address, the contact person, the related documents such as pictures or technical drawings as well as all data concerning the device in question. A new complaint can be fast and easily added and the service report as well as the 8D report can be created directly in SMARTCRM in a time efficient manner. If you maintain solution propositions using the FAQ in the CRM system, then your service staff can solve recurring requests very quickly. Thanks to the comprehensive analysis possibilities of the complaints in SMARTCRM, you can cover in a few clicks frequent sources of errors. Thus you ensure higher customer satisfaction and therefore a closer relationship from your customers to your company.

With SMARTCRM, the service employees are optimally equipped even on the go. Thanks to the offline capability, all information is available on their notebooks. They can access all important data online per app via Android or iOS. No matter whether notebook, tablet or smartphone: for maintenance or repair work, the service employees have all necessary customer information at hand at any time.

For all departments of a capital goods company that have a contact with customers, SMARTCRM offers valuable support. It streamlines processes, allows significant time-saving and provides information faster and more detailed. So you always have an up-to-date overview and can serve your customer even better. Satisfied customers, a great time-saver and a rising profit: SMARTCRM in the industry.