Whether at the office or in the hospital

30 employees of the PAJUNK Medical Produkte GmbH – one of the leading producers of complete medical systems for the different application-methods in four areas: regional anesthesia, laparoscopy, biopsy, and dental medicine – from now on work with the CRM system SMARTCRM. The goal of the implementation was a central database, which could be accessed by the employees at any time. Moreover, the CRM system should also have provided all customer-related information to the field service staff and therefore optimized the communication between field service and back office. Decisive was the standard interface between SMARTCRM and the ERP system MAJESTY. Klaus Holzer, sales manager and member of the board, mentions other reasons: “The standard functions of SMARTCRM already cover a large part of our requirements. Also important to us was that we can purchase licenses once and do not have to bear high running costs.” Another interface exists between SMARTCRM and Microsoft Exchange. Hereby, all e-mails and appointments are synchronized between the CRM system and Microsoft Outlook as well as on smartphones over Microsoft Exchange. A complete activity history as well as a company-wide scheduling are therefore at any time guaranteed at the office and outside.

SMARTCRM supports sustainably the company in its sales management. Using the ERP interface, the CRM system imports quotations and orders, among others, and therefore allows an optimal quotation tracking. For a complete history, the documents are archived in the customer electronic file and automatically updated. Also automatic is the sending of a follow-up task to the relevant employee. Extensive evaluation possibilities provide a current overview for example on open quotations or framework orders. SMARTCRM allows PAJUNK to define the plan values for a call-in allotment per month and so to schedule a call-off order for the entire year. Two weeks before the appointment, the employee in charge receives an information regarding the upcoming delivery.

Given that the complete CRM database is available at any time to the field service staff on their notebooks, they can directly write a visit report in SMARTCRM out of the office. Such an electronic capture saves time and efforts. For Klaus Holzer, the offline capability of the CRM software is a great advantage: “Since up to now, the information flow was only guaranteed from the back office to the field service and the analysis was very complex. Therefore, many processes could not be represented.”

The definition of the sales targets in SMARTCRM achieves another process optimization. PAJUNK stores the target values per month and per quarter which are then extrapolated for the full fiscal year. The CRM system displays the daily current-target comparisons at any time – also directly on the SMART Board, SMARTCRM’s start screen. Thus, PAJUNK can timely react in case the values are not developing the way they should.

With the goal to improve the resource planning, PAJUNK will soon manage its rental and sample devices in SMARTCRM. The CRM system will then display the current location of the device as well as the time period since then they have been at the customer’s.

In addition, the field service employees would like to use SMARTCRM on Tablet PCs with Windows 8. Also on these mobile devices the entire CRM functionalities will be available offline. Thereby they will even be more flexible when visiting a customer, as for instance in a hospital.