CRM replacement at Funke Kunststoffe GmbH

SMARTCRM scores with mobile CRM via the app

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
  • 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.

The customer

Funke Kunststoffe GmbH is one of the leading providers of products for sewage systems. The extensive range of products not only offers the well-proven HS® and CONNEX sewer pipe systems, but also a wide range of molded and mounted parts; professional solutions for rainwater management and infiltration were also developed with D-Raintank 3000® and D-Rainclean®. Moreover the company offers its customers high-quality systems “from house connection to collector” with flexible pipe connections and an extensive range for domestic connection and property drainage, which combine high product quality with simple handling and a long service life. With the tree root aerator and GOLPLA floor mounting plate, Funke has expanded its portfolio to include professional gardening and landscaping products. In addition, Funke with gutter systems, D-Raintank® DIY module and lawn grid plates are also represented in the do-it-yourself sector.

Close collaboration with customers and active involvement of Funke expert advisors are the keys to innovations that the company launches on the market on a regular basis. Direct and immediate customer contact exposes new problematics for which Funke finds solutions depending on the application areas – for drain connections, pipe systems and pipe fittings as well as rain water management and manholes.

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 implemented interface

Funke relies on the interface between SMARTCRM and the ERP system SoftM: