As an international company, DOERING GmbH with headquarters in Sinn, Germany, is a specialist for cast iron and have been convincing customers for 150 years with their performance in the fields of job casting, pattern-making, valves, or grinding media. With many years of experience and know-how, DOERING prepare customized solutions for the customers from the automobile, the tools, the machinery and the processing industry.
The most important goal of the CRM implementation was the central bundling of all customer information in one system. So far, many data were maintained in locally saved Microsoft Excel lists, and not all the employees had access to them. SMARTCRM provides the sales staff with all customer information whenever and wherever they need them. Using their notebooks, the sales representatives have access to the complete database even on the go. Thanks to the offline capability of the CRM software, no Internet connection is necessary. So, they have immediate access to various statistics information such as the turnover of a customer. The necessary figures are imported to SMARTCRM over an interface from the ERP system Sage Office Line Evolution 2015 and are evaluated on many different levels.
After a customer visit, the field service employee can document the conversation directly in the CRM system and send tasks to the colleagues in charge at the same time – for instance, to create or follow up a quotation. Quotations can also be directly created in SMARTCRM. There the stored templates guarantee that DOERING’s corporate design identity is respected. The product text modules with pictures and description reduce time and costs to their minimal. Since all created quotations are archived in SMARTCRM, a clear and complete follow up is guaranteed.
If a customer calls – for example to clarify the conditions of the offer, SMARTCRM already displays to the employee all necessary customer information over the CTI function. He can then document the phone call or send himself the resulting tasks.