CRM support and interface expertise for all business units

WILKA relies on SMARTCRM with the connection to proALPHA and Inxmail

WILKA Schließtechnik GmbH:

  • Lock mounting and fitting industry


  • CRM introduction
  • Connection to proALPHA ERP
  • Interface to Inxmail
  • Deployed in sales and distribution, marketing and service
  • 63 licenses

Requirements and project goals:

  • Central information pool for all customer-related data
  • Standard interfaces to proALPHA ERP and to the e-mail marketing solution Inxmail
  • Connection to a QA software
  • Mapping of the different requirements per business unit
  • Bundling all participants as well as communication within a project
  • Improved field integration
  • Support for marketing campaigns

From now on, WILKA Schließtechnik GmbH will rely on our CRM solution for field and office sales, as well as in service and marketing. The family-owned company based in Velbert, Germany, has been producing and selling locking technology solutions for more than 150 years.

WILKA made the decision to introduce a CRM system because the requirements of the sales department could no longer be met with the previous processes. Thus, information was mainly managed in Microsoft Excel lists and local Microsoft Outlook accounts. In addition, the sales force had no direct access to the data stored in the ERP system proALPHA. A central system with all customer-related information that could be viewed by all employees was missing. This will change with SMARTCRM.

At WILKA, sales is divided into three business units: the support for specialist retailers and industrial customers as well as the support and consulting for retailers in the context of large-scale and customer projects. Each of these business areas has specific requirements for the CRM system. These can all be mapped by SMARTCRM, which scored us points in the CRM decision. Our interface know-how and the standard connection to proALPHA were also convincing.

As of now, customers, contact persons, products, sales items, incoming order items and open items will be transferred from proALPHA to the CRM system via the preconfigured standard interface. SMARTCRM evaluates the figures in a wide range of BI analyses and makes them available at the push of a button. Year-on-year comparisons and current developments can thus be viewed at any time and enable targeted sales work. The all-round view is supplemented by the complete activity history. For a complete overview of who has discussed what with whom, e-mails from Microsoft Outlook are automatically imported into the CRM system via Microsoft Exchange.

Calling up the communication history is possible for WILKA on both a customer and project basis. This is because the company will also manage its project business in SMARTCRM. The big advantage: in the context of a large-scale project, numerous contact persons are involved, such as retailers, planners and architects. These participants and their entire communication are bundled in the electronic project file and thus remain traceable at all times.

In the future, WILKA would also like to use quotation writing in our CRM solution. With the help of the Microsoft Office connection already integrated in the standard, stored templates and illustrated article text modules, quotations can be created, documented and sent immediately in a convenient and time-saving manner. SMARTCRM ensures optimal quotation follow-up with the help of reminders, forecast evaluations and overviews of due quotations.

SMARTCRM also optimizes field service integration. This is because all important customer information is available to employees in the home office or on the road via offline access on their notebooks or via online access on their smartphones.  This means that information no longer has to be requested from the office staff. A comprehensive visit preparation or a look into the CRM system during a customer visit will be just as possible in the future as the subsequent – also voice-controlled – recording of visit reports. In addition, SMARTCRM will support the sales force in route planning. By means of the area search, other surrounding customers or prospective customers can be determined before a visit and transferred to Bing Maps for visualization and route planning.

In marketing, freely definable characteristics for addresses and contact persons as well as extensive filter options ensure the selection of the appropriate target group – for example, as part of a marketing campaign for architects and planners. For the personalized and privacy-compliant dispatch of mailings, the connection of SMARTCRM to the e-mail marketing tool Inxmail is planned – easy thanks to our standard interface.

In service, WILKA intends to set up quality assurance software. This will also be linked to SMARTCRM so that sales staff are also informed about complaints at all times.

The customer

For more than 150 years, WILKA has been offering solutions for locking technology at its Velbert site. The portfolio includes cylinders, locking systems, locks and electronic access control. Around 300 people are employed at the Velbert location. In 2001, the subsidiary WILKA Polska was founded in Leszno. It employs 55 people and mainly serves the Eastern European market. WILKA has always held several patents in the field of locking technology. The family business is focused on growth, but not at any price, because WILKA determines its own path.

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

WILKA relies on the interface to proALPHA ERP:

The e-mail marketing tool

Another interface connects SMARTCRM with Inxmail:

Inxmail Professional


SMARTCRM and Inxmail professional ensure efficient e-mail marketing. Minimize your distribution losses and easily send personalized mailings.