SMARTCRM enables the 360-degree awareness

INHECO opted for CRM in sales and service departments


  • Manufacturer of heating, cooling and shaking components, incubators and thermal cyclers in the field of laboratory automation


  • 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

INHECO has decided to implement our CRM system and will deploy SMARTCRM in the sales and service departments.

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.

The customer

INHECO is a leading manufacturer of high-quality heating, cooling and shaking components, incubators and thermal cyclers for laboratory automation as well as air conditioning systems for potentially explosive atmospheres. INHECO offers on the life-science and diagnostics market a wide-range of products for automated (stand-alone) solutions. As a leading global supplier, the company develops, manufactures and distributes its products to internationally renowned enterprises. INHECO looks back on a successful company development. Since its foundation in 2000 at the Martinsried location near Munich, the company has continuously expanded. A dedicated team of engineers, supported by state-of-the-art CAD and CFD software offers customized solutions. They focus on the provision of thermal management solutions .     

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

INHECO relies on the standard interface to proALPHA: