SMARTCRM in use in Austria

HIRSCH Servo Group relies on our CRM solution

HIRSCH Servo Group:

  • EPS Processing and Technology


  • 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.

The customer

At the beginning of the HIRSCH Servo Group there was a small Carinthian company of local significance, specialized in manufacturing transport protection packaging made of EPS. Gradually, HIRSCH Porozell developed to the core of an innovative and constantly expanding enterprise group. In 1985, internalization started with the introduction of engineering. Today, the HIRSCH Servo Group combines about 1,200 employees – in the two segments EPS-Processing and Technology -, whose know-how enables the group to achieve and further expand the leading role in the industry over the long term. Sales representatives in various countries and service centers in the United States and Asia complete the position of the Group.





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?
    • What field service tours are planned for next week?

    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

HIRSCH relies on the standard interface to proALPHA: