sh minerals GmbH:
- Distribution of mineral fillers and dried grains for industrial applications
SMARTCRM at sh minerals:
- CRM introduction
- 15 licenses
- Interface to ERP system of the Computer Institute Bamberg
- Used in the sales and service departments
Requirements and project goals:
- Connection to CIB ERP
- Target/actual comparisons
- Optimal tracking of quotations
- Documentation of tickets
- Competition comparisons
sh minerals GmbH has decided to implement SMARTCRM in the sales and service departments. The company, headquartered in Heidenheim, Germany, is part of the corporate group Schön + Hippelein and sells their products in Germany and the neighboring European countries. During the CRM decision-making process, SMARTCRM was able to score with several reference discussions attesting our high-level of customer satisfaction as well as our support.
In addition to SMARTCRM, the company uses the ERP system of the Computer Institute Bamberg. The ERP solution provides SMARTCRM with addresses, contacts, products, product groups, turnover positions, quotations and orders. These data are taken over by our CRM solution using an interface. Thanks to our great ERP expertise, we could set up the connection quickly and easily and also implement the company individual requirements.
SMARTCRM evaluates the figures and provides them in numerous BI analyses, e.g., at product or customer level with a click on the screen. Since planning will also take place in the CRM system in the future, employees will be able to identify deviations between actual and planned sales at an early stage with the help of a variety of target/actual comparisons.
An important goal of the CRM implementation is comprehensive and convenient tracking of quotations. In SMARTCRM, these are automatically stored in the corresponding customer file and are thus centrally available to the sales staff. Using the SMARTCRM.Organizer, they can conveniently create follow-up tasks for themselves or their colleagues. Due dates and reminders ensure that no offer goes missing. In addition, an overview on the SMART Board, the start screen of the CRM system, always shows the sales force the offers that are still open or due.
Another requirement of the company is the documentation of competition information. In the future, the employees will be able to store competitive products used by a customer and compare them with their own products. This way, SMARTCRM reveals previously untapped potential.
In the future, the field force will also record visit reports directly in the CRM system. E-mails are automatically archived in the corresponding customer file or prospect file from Microsoft Outlook via Microsoft Exchange. Together with the documentation of phone calls, this results in a complete activity history thanks to which employees always know what has already been discussed with a customer.
This is also really helpful for the service hotline employees. They are also supported by the CTI functionality which indicates them who the caller is when they receive an incoming call. With just one click, they then switch to the customer or prospective customer file. The tickets will be documented by sh minerals throughout all phases in our CRM solution. This means that the current status of the tickets can be tracked at any time and their evaluability is also guaranteed.