HIRSCH Servo Group:
- EPS Processing and Technology
SMARTCRM at HIRSCH Servo:
- First CRM implementation
- 31 Licenses
- Used in sales, marketing and service
- Modules: Basis, Projects, Sales, Machines, Offline, App, Exchange.Sync, ERP.proALPHA
Requirements and Project Goals:
- Standard interface to ERP system proALPHA
- Intuitive usability
- Optimal field service integration thanks to mobile offline and online access
- Improved communication between field service and back office
- Overview on projects and machines sold
We are glad to welcome a new SMARTCRM customer from Austria: the HIRSCH Servo Group. The company with headquarters in Glanegg, Austria, is engaged in mechanical engineering and has been manufacturing EPS shape molded parts, such as transport packaging protection, packaging solutions and insulating material. A total of around 1.200 employees work in 20 international factories.
SMARTCRM will initially be used at the Austrian headquarters. Gradually, additional international locations will be connected to the CRM solution and will work with an English interface.
Both business divisions of the company, EPS Processing and Technology, will be represented as separate clients in SMARTCRM. This way, the employees of each division only access the information they need for their work processes. Of course, all data and evaluations can be viewed cumulatively by the management for a company-wide overview.
One essential goal of the CRM implementation is to improve the field service integration. Previously, information and documents were often stored locally, so that required customer data had to be requested from colleagues and transmitted. Customer contact by e-mail was also only archived in the individual Microsoft Outlook account of the sales employees. SMARTCRM is designed to reduce the effort involved in obtaining information and to significantly improve communication between back office and field service – for instance by automatically importing e-mails from Microsoft Outlook into the respective SMARTCRM customer file, where they are centrally available to all employees.
The data material of the implemented ERP system, proALPHA, will be imported over a standard interface into the CRM system. The BI (Business Intelligence) functionalities in SMARTCRM enable comprehensive analysis of the figures at different levels, such as per customer or per sales territory, at the press of a button. In the future, both back office and field employees will be able to access these evaluations. SMARTCRM will also use the interface to accept offers created in proALPHA and archive them into the customer file. In addition, the employees of the technology division will store soon all information on the relevant project as well as on the machine offered. Thanks to the linking of all these data, the sales staff is always fully informed about the current project status, the previous communication and the quotations that have already been created. After successful project conclusion, the location of the produced equipment as well as technical data are kept centrally available for the maintenance, for instance.
The panoramic view of the customers is also available for field service staff when on the go thanks to the offline capability on their notebooks. Alternatively, the SMARTCRM.App shows the required data on their smartphones or iPads.
In addition to regular automatic data import over the interface, one-time data transfers are also possible. HIRSCH used to maintain customer and machine data in Excel spreadsheets that were not imported into the ERP system for instance. The intention is to transfer these data to SMARTCRM in order to gain an overview of the equipment used by the customers and thus to be able to offer them current successor models in follow-up actions, for example.
SMARTCRM also scored in the CRM decision process with its intuitive simple operation and its modular concept. Thanks to the building block principle, the company only needed to purchase the modules it actually needed. HIRSCH Servo can expand the system, for example when the CRM solution should be used in other departments, and make individual adjustments at any time.