DEFLEX relies on SMARTCRM and the interface to abas in sales and distribution

From tour planning to visit report: full CRM support in the field

DEFLEX Sealing Systems GmbH:

  • Manufacturer of sealing systems and accessories for windows, doors and facades


  • 30 licenses
  • Interface to abas ERP
  • Deployment in field and office sales as well as in management

Requirements and project goals:

  • Central information pool
  • Standard interface to abas ERP
  • Wide range of sales analyses
  • Optimal field service integration
  • Convenient tour planning

Our customer base from the abas environment keeps on growing: again, we made a difference as a longtime abas cooperation partner in the CRM decision process of DEFLEX. The company headquartered in Moers, Germany, is a manufacturer of building sealing products as well as insect protection systems and supplies more than 2,500 customers worldwide in the trade, commerce or industry.

In the near future, SMARTCRM will support field and office sales employees as well as the management in their daily tasks. An important goal of the company was the central bundling of all customer-related data. Thus, all e-mails from Microsoft Outlook are taken over by SMARTCRM via Microsoft Exchange providing a complete activity history and are documented in the electronic customer file. In addition, the ERP system abas which is already in operation will be connected. Using our preconfigured standard interface, we could easily transfer the numerous y-fields individually configured for DEFLEX in abas. Moreover, quotations will be imported from abas. Tasks with due date and reminders as well as overviews of open quotations provide convenient tracking in SMARTCRM.

The figures are accessible at any time in a wide range of BI analyses in the CRM solution. Year-on-year comparisons are also available to sales and management at the press of a button. For instance, a customer’s order cycle is traceable at all times, and sales staff is informed about any change of the purchasing behavior early on.

Field staff can access the complete CRM database via notebooks working from home or on the go – and this even offline, a huge advantage in areas with poor Internet. Alternately, the SMARTCRM.App provides an overview of all important information via online access. The field employees visit the craft businesses they support on a regular basis. Using our CRM solution, visit planning will be even easier in the future, as the stored visit rhythms and reminders will ensure reduced planning work. In addition, DEFLEX will also be supported in planning tours by our CRM solution. Addresses can be assigned to fixed tours from which the sales representatives can conveniently select the addresses to be visited on a given day and transfer them to Bing Maps for visualization. Other functions such as area or corridor searches enable the incorporation of additional addresses to the tour, such as customers with open offers along the planned route. Corresponding appointments and planned activities are automatically created simultaneously. All upcoming and past tours are consultable in overviews directly on the start screen, the SMART Board.

SMARTCRM allows DEFLEX to significantly reduce time and effort. An extensive access right concept ensures that employees only have access to information and addresses that are relevant to them.

In a second step, DEFLEX would also like to carry out the annual planning taking into account seasonal curves in SMARTCRM.

The customer

DEFLEX Sealing Systems GmbH manufactures innovative building sealing products and was founded in 1986 as a family-owned business, originating from the Schulte-Stemmerk group, Duisburg, Germany. Today, the company is traditionally managed and further developed by managing partners as a customer-oriented company.

In 2009, headquarters were relocated to Moers, Germany. The 19,000m² large-scale factory premises serve also as R&D center, production facility and central warehouse. From there, DEFLEX delivers to more than 2,500 customers worldwide from the trade, commerce or industry and advises architects and planners. DEFLEX has become a brand name for sealing systems and special constructions in windows and facade construction.

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

DEFLEX relies on the interface to abas ERP: