- Manufacture of special glass products
SMARTCRM at Hilgenberg:
- First CRM implementation
- 15 licenses
- Used in sales back office and service
Requirements and project goals:
- Standard interfaces to abas ERP and HABEL DMS
- Centralized data availability
- Improved cross-department communication
- Mapping of relationships and hierarchies
- Convenient ticket management
In addition to the manufacture of special glass products, the family-run company, with headquarters in Malsfeld, Germany, offers the development of prototypes as well as the preparation of drawings and technical proposals.
The goals of the CRM introduction at Hilgenberg were a centralized database and therefore the related improvement of the cross-departmental communication. When previously, locally stored information was not available to colleagues, this information should now be accessible to all employees in the CRM system at all times. In addition, the company wants to be able to map its customers’ hierarchies and relationships, such as invoice or delivery recipients in a convenient and clear manner.
In reaching the decision, we scored with the high usability of our CRM system. Since being a long-term partner of the abas Software GmbH, we convinced with our interface expertise as well as with the bi-directional standard interface to the ERP system, which could be implemented easily and was adjusted to the company requirements. SMARTCRM will import sales figures from the abas ERP in the future via an interface and will prepare them into extensive BI analyses. The quotations created in abas will be also transferred to SMARTCRM and will be also available within the corresponding customer file as well as project file. In the latter, SMARTCRM will bundle all information concerning the project such as the addresses and contacts involved as well as the full communication. This includes the e-mails that are automatically imported into SMARTCRM via Microsoft Exchange Sync and assigned to the appropriate contact person.
The connection of SMARTCRM with the Document Management System HABEL is carried out via an interface. For instance, employees will be able to open documents stored in the DMS directly from the CRM system or to transfer new documents to HABEL at the press of a button.
The service staff will also be supported by SMARTCRM in the near future. All tickets will be indeed documented throughout their full handling process in the CRM system. This ensures that tickets can be tracked and evaluated at any time – e.g. according to response time or frequent reasons for request.