On the road to success with old gold and new CRM

KOOS Edelmetalle GmbH:

• Jewelry, precious metals, estate and dental services

SMARTCRM at KOOS:

• CRM replacement
• Standard ERP interface
• Used in field and back office sales, and purchasing

Requirements and project goals:

• Multi-client capability
• Bi-directional interface to ERP system
• Merge customer and supplier addresses from ERP
• Transfer of conditions from ERP
• Various BI analyses with quantity data
• Improved field service connection
• SRM functionality and analytics for purchasing

With KOOS Edelmetalle GmbH we welcome another company to our constantly growing customer base. The company, based in Renningen, Germany, has been providing services in the jewelry, precious metals, scrap and dental sectors since 1980. Until now, the company relied on the sales application of another provider. After the application was discontinued, a new tool was needed for the sales staff, and KOOS decided to implement a CRM solution. The goals of the implementation are a central pool of information and digitalized, more efficient processes that will replace handwritten notes and reduce workload.

During the CRM selection process, we impressed the customer with our extensive interface experience around the ERP system used at KOOS. Thanks to our decades of expertise, we can offer a bi-directional standard interface, which KOOS also opted for.
In the future, SMARTCRM will use this connection to capture prospects, customers, suppliers, quotations, delivery notes, as well as sales and order backlogs and open items. SMARTCRM analyzes the data and makes it available to the sales force in various BI analyses at the press of a button. Purchasing is also kept up to date with SRM functionality and orders and invoices transferred from the ERP system.

KOOS customers are often also suppliers. While two addresses are created in the ERP system, SMARTCRM merges the supplier and customer address into one address without losing any information. Sales and invoices for a customer/supplier are also assigned to a single address. Conditions stored in the ERP solution are transferred to SMARTCRM via the interface so that they can be viewed in the customer file at any time and filtered through the address search. If values change in the ERP software, they are automatically updated in the CRM system.
In the other direction, SMARTCRM provides prospects, updated customers/suppliers and contact persons for the ERP system via the interface, whereby the data is first imported into an intermediate file to check the data quality, as requested by KOOS.

Another requirement in the selection process was multi-client capability, which SMARTCRM also meets. The two business units are mapped as separate clients in the CRM solution. This means that the responsible employees only see the information they actually need. If required, all data can be viewed across clients with the appropriate rights. Rights can also be assigned within a client. This means that the sales force can see the customers in their own territory.

SMARTCRM will support sales processes in the long term. For example, before visiting a customer, sales representatives can use the area search in the CRM system to check which interesting addresses are within a certain radius of the location to be visited and visualize them on a map in Bing Maps. The route is then planned and, if necessary, additional addresses along the route are added to the tour using the corridor search. SMARTCRM then allows the tour to be transferred back into the CRM system with a single click, creating planned appointments and activities at the same time. After the visit, the visit report can be documented directly in the activity in the CRM system and tasks and information can be sent – either offline via the notebook or in the SMARTCRM.App on the smartphone. Our mobile solutions provide access to all important CRM information on the go, as well as the ability to enter new data, tasks and appointments in the CRM system. This information is synchronized as soon as an Internet connection is available, making it available in real time to employees in the office.

In addition, employees in the field force will be able to keep up to date with their customers’ sales trends and purchases through reports in their customer file and directly on their start screen, called the SMART Board. They can also see their monthly commissions per customer, including the respective quantities.