Easily done for SMARTCRM: Connecting to proALPHA in the data center

Cross-departmental CRM support at LENZEN Group

The LENZEN Group:

  • System provider for strapping technology


  • CRM introduction
  • 50 licenses
  • Use in field and office sales, marketing, service, management

Requirements and goals:

  • Standard interface to proALPHA operated in the data center
  • Up-to-date analyses of the ERP system at the press of a button
  • Mapping of the international locations as clients
  • Optimal field integration even without Internet
  • Tour and route planning in the CRM

The LENZEN Group has decided to implement our CRM solution. From now on, SMARTCRM supports the employees company-wide in sales, service, marketing and management.

The company manufactures all components necessary for strapping technology in three production facilities in Germany. These include hand tools, strapping aggregates and entire systems, plastic and steel straps as well as an extensive range of accessories. In addition, the LENZEN Group offers services related to training, maintenance and repair.

Improving the sales force integration is an important goal that the LENZEN Group is pursuing with the CRM introduction. With the implementation of SMARTCRM, processes are to be optimized and made more efficient. Indeed, all customer-related information is available there, centrally bundled in the electronic customer file. This includes not only the address and contact data, but also the complete activity history with visit reports, telephone calls and e-mails automatically imported from Microsoft Outlook. This ensures a 360° view of the customer.

SMARTCRM also impressed with the ERP connection. The LENZEN Group uses the ERP solution proALPHA. However, this is not operated directly in-house, but in a data center. This was absolutely no issue for us. With a test installation, the LENZEN Group could realize that our standard interface to proALPHA – taking into account individual company requirements – could be set up in an uncomplicated way. In the future, SMARTCRM will transfer addresses, products, product groups, sales and order backlog items as well as open items from proALPHA and evaluate them on different levels. For example, executives and sales management can call up the current sales development at company level or view sold products per customer at any time. Trends and changes can be identified at an early stage and potential that has not yet been exploited can be easily uncovered.

In a near future, all this information will also be available to field staff outside the office, regardless of whether an Internet connection is available or not. Employees can access the entire CRM database offline via their notebooks. The LENZEN Group can access SMARTCRM using their smartphones and tablets with Android or iOS operating systems – via online access using the app or browser.

SMARTCRM will also support the sales force in planning their tours, e.g. with the simple assignment of addresses to tours as well as the automatic creation of appointments and activities per tour. In addition, prospects and customers within a certain radius can be conveniently filtered. Employees can transfer all addresses to Bing Maps with just a click in order to visualize them and plan routes.

The LENZEN Group has several sales offices worldwide, which should also access SMARTCRM. These are mapped as clients and work with an English interface in SMARTCRM. The multi-client capability of our CRM system ensures that the international employees have access only to addresses and additional information they need for their work.

In a second step, the LENZEN Group will connect the service department to SMARTCRM. On the one hand, all purchased systems will be documented in the CRM system, including their technical data, the corresponding location and much more. This important information is then available to the service staff on their notebooks or smartphones during maintenance or repair work at customers’. On the other hand, tickets should be documented from the request to the solution and linked to the affected system and to the customer. In this way, all tickets remain traceable even in retrospect and can be evaluated, for example, according to error frequency or runtime.

Furthermore, SMARTCRM should support project management as well as quotation follow-up by bundling all important information in a project file: involved contact persons, activity histories, the quotations imported from proALPHA as well as follow-up tasks.

In the second step, the LENZEN Group is also planning to connect proALPHA DMS to SMARTCRM. With the help of the standard interface, documents in the CRM system could then be transferred to the document management system with a click, or files already archived there could be opened directly in SMARTCRM.

The customer

The LENZEN Group, based in Schwelm, Germany, is one of the world’s leading companies in the strapping market. Together with the production of steel and plastic strapping, the manufacture of hand tools and strapping aggregates, special machine construction and the introduction of the customer service TITAN Care, the LENZEN Group sets new standards in the strapping industry.









The 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.


The ERP interface

The LENZEN Group relies on the standard interface to proALPHA: