Cross-departmental CRM support at BRANOpac

SMARTCRM scores with a standard interface to Infor COM

BRANOpac GmbH:

  • Manufacturer of corrosion protection solutions, master batches, backing paper, technical papers


  • 61 licenses
  • In use in sales, marketing, service, purchasing

Requirements and project goals:

  • Standard interface to the ERP system Infor COM
  • Centralized data storage
  • Optimized internal communication
  • Scheduling and task management
  • Versatile analysis options
  • Field service access to all CRM information
  • Connection of several locations
  • Convenient ticket management
  • Supplier classification and management

Due to our industry expertise and committed support, once again, an Infor COM user, BRANOpac, has decided to implement our CRM solution company-wide. 

BRANOpac GmbH with headquarters in Lich, Germany, is specialized in the manufacture of master batches, corrosion protection, backing and technical papers. The company has a workforce of about 180 employees and is represented worldwide through subsidiaries as well as sales partners.

An important goal of the CRM implementation is optimized storage and management of customer related information. So far, many data, documents and e-mails were only stored locally, so quick exchange or immediate availability for colleagues were not met. In addition, BRANOpac interacts with numerous retailers, partners and end customers. The representation of these complex structures in the CRM system as well as the centralized data should guarantee transparency and improved communication.

Through the standard interfaces to ERP and DMS as well as an automatic e-mail import from Microsoft Outlook, SMARTCRM creates a centralized information pool in which all employees can access all necessary information at all times. This way, SMARTCRM highly supports BRANOpac in preventing local data storage and information loss as well as in significantly reducing the effort required to obtain information.

Beside the headquarters in Lich, Germany, the subsidiaries in the USA, China and India also work with SMARTCRM. Their deposit as their own client ensures that the local employees have exactly the data they need for their processes in the Web client, SMARTCRM.Web. For a company-wide overview, all data are accessible across all clients, e.g. for managers.

The network of relationships between subsidiaries and retailers or customers is partly much ramified. For example, the different subsidiaries of a customer may be attended by several retailers who are, in turn, attended by different BRANOpac branches. Such a complex structure is easy to map in SMARTCRM. In the near future, the respective employees will be able to obtain an overview of the complete communication of all participants to the project or of the cumulated evaluations.

The analysis options in SMARTCRM are manifold thanks to the BI functionalities. Our CRM solution imports the figures, such as turnover and order backlog positions from the ERP system Infor COM over the interface and evaluates these at different levels, for example, per retailer, product or territory.

BRANOpac field staff has always access to these analyses. Then, all important CRM information is accessible on their notebooks or within their SMARTCRM.App when on the go. Prior to field service, SMARTCRM assists them with fast and convenient visit preparation and route planning. For instance, the addresses determined using the area search can be visualized directly in Bing Maps for planning purposes. After the visit, it is possible to document the visit reports directly in the SMARTCRM.App, so that they are available to back office colleagues in real time. If further tasks or follow-up appointments arise, SMARTCRM provides the functions for comprehensive scheduling and task management, including due dates and reminders.

The connection to the document management system d3 will also ensure the optimal interaction of the software solutions. Hereby, the employees can conveniently create a document in SMARTCRM and then transfer it to the DMS or call up d3 files directly from the CRM system.

Service and purchasing employees benefit from the CRM implementation as well. Ticket processing remains transparent and exploitable for the service staff thanks to the ticket management in SMARTCRM. The purchasing employees maintain their suppliers and purchasing projects in the CRM system. A detailed classification as well as complete tracking of the requests and incoming proposals are therefore guaranteed. The company-wide CRM application at BRANOpac is completed by the extensive selection and serial e-mail functionalities with which SMARTCRM will support the marketing processes.

The customer

BRANOpac is an industrial company from Lich, Germany, and has over a hundred years of tradition as an independent family-owned enterprise to its credit. With a workforce of about 180 employees, BRANOpac is specialized in the manufacture of master batches, corrosion protection solutions, backing and technical papers. With its own research and development, the company is able to support its customers with innovations and implement special requirements in a customized manner. BRANOpac is represented around the globe by numerous sales partners as well as subsidiaries in the USA, India and China.







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

BRANOpac relies on the standard interface to Infor COM:

The DMS interface

BRANOpac relies on the standard interface to d3.

Our DMS interfaces


SMARTCRM already has an integrated document management system offering you numerous possibilities. This allows you to trigger different processes to…