CRM replacement at Funke Kunststoffe GmbH

Funke Kunststoffe GmbH:

• Manufacturer of pipes and fittings made of plastic

SMARTCRM and Funke:

• CRM replacement
• 80 licenses
• Used by sales, marketing and service departments
• Modules: SMARTCRM.Basis, SMARTCRM.GeoMap, SMARTCRM.Exchange.Sync, SMARTCRM.Offline, SMARTCRM.App, SMARTCRM.ERP
• Interface to the ERP system SoftM

Requirements and project goals: 

• Mobile CRM connection
• Optimized communication between field service and back office
• Complete documentation of activities, tasks, etc.
• Lead acquisition at fair trades

From now on, SMARTCRM replaces the previous CRM system at Funke and supports the customer-oriented processes in sales and marketing. Funke develops, manufactures and markets a wide range of products, from plastic system pipes to sanitation, from modern rain water seepage system to floor mounting systems. Since its foundation in 1962, the enterprise with headquarters in Hamm-Uentrop (Germany) has become a successful acting group of companies reaching a leading position in the German market thanks to its expertise, commitment and a steadily expanding range of products.

During the selection process, we stood up with the intuitive, user-friendly interface of our CRM solution, the thought-out implementation process as well as the competent support of our employees. In addition, we were able to easily connect the ERP software, SoftM, used by Funke to SMARTCRM via our interface module: SMARTCRM.ERP. Funke also took advantage of our know-how and extensive experience in the data transfer from the previous CRM system.

An important goal of the SMARTCRM implementation is to improve the communication between field service and back office. Till now, information between departments was exchanged only by e-mail or by phone. Complete access to customer-related data as well as to internal agreements was not possible. Now, SMARTCRM provides all data concerning customers and prospective customers as well as the full history centrally, so that you are kept informed of the whole communication with a customer at all times. Cross-departmental task and schedule management is ensured by SMARTCRM.Organizer.

In a near future, the field staff will also take hold of all relevant CRM information. Indeed, they will be able to access SMARTCRM offline through their notebooks or invoke the required data online using SMARTCRM.App. Thus, SMARTCRM supports the employees in preparing and following up visits both in the office and on the road. The SMARTCRM.App, the practical online CRM, when on the go, for instance provides  an integrated area search tool that gives the field force a quick overview of nearby customers or prospective customers.  Following an appointment, the visit report can be documented directly in the SMARTCRM.App using voice control. In addition, tasks can be sent to colleagues over the app and follow-up appointments can be entered in the schedule.

Funke will also take advantage of SMARTCRM at fairs. If the company is represented as an exhibitor, then all business cards collected can be captured in the CRM system via the camera function in no time. The data are automatically entered in the respective SMARTCRM fields. If necessary, features can be assigned for further marketing actions. This saves Funke time and efforts for lead acquisition in the future.

In a second step, the service department as well as the French colleagues should start working with SMARTCRM.