- Manufacturer of heating, cooling and shaking components, incubators and thermal cyclers in the field of laboratory automation
SMARTCRM at INHECO:
- CRM first implementation
- 12 users
- Deployed in the sales office and service departments
Requirements and project goals:
- Interface to the ERP system proALPHA
- Centralized archive of all customer-related information
- Complete activity history
- Extensive analysis options
The medium-sized company with headquarters in Martinsried, Germany, develops, manufactures and distributes products as well as OEM solutions in the field of life science and diagnostics.
An important goal of the CRM introduction is to achieve the 360-degree awareness of all customers. To this end, SMARTCRM will in the future also import ERP data such as customers, quotations as well as backlog positions and open items, via a standard interface to proALPHA. By means of a wide range of analyses, INHECO can gain important knowledge to support sales management, e.g., sales trends, merchandise group and product sales as well as the forecast.
INHECO will document the full communication with the customer in SMARTCRM in order to achieve a complete activity history. Thus, phone calls will be created and e-mails stored in the CRM system. When a customer enquiry is made by phone, SMARTCRM informs the sales or service employee in charge of the customer in question as soon as the phone rings via the CTI function. The customer file shows at a glance the most recent discussed topics, the possible agreements, any open tickets and quotations. Thanks to the follow-up tasks, including due dates and reminders, SMARTCRM guarantees the complete tracking of the tickets as well as the quotations transferred from the ERP system.
Solution approaches and important information will be from now on documented in the SMARTCRM knowledge database while processing a ticket, so that all customer service staff can access it centrally.
These data can be evaluated at any time as SMARTCRM provides the company with functionalities corresponding to a BI system. For example, potential sources of error can be quickly identified or if needed, processing time for tickets can be optimized.