SMARTCRM impresses with abas interface and client capability

CRM implementation at INNOTECH


  • Manufacturer of anchorage devices


  • First-time CRM implementation
  • 40 users
  • Use in the sales, purchasing, marketing and service departments

Requirements and project goals:

  • Access of the company’s locations over the CRM system
  • Bi-directional interface to abas ERP and abas DMS
  • Diverse sales analyses
  • Mapping of the project business
  • Ticket management in the CRM system

We are looking forward to our new customer from Austria: the INNOTECH group. From now on, SMARTCRM is used in the sales, purchasing, marketing and service departments. Key in the decision process was the preconfigured standard interfaces to abas ERP and abas DMS. The client capability of our CRM solution impressed: this way the different company’s locations of the D-A-CH region (Germany, Austria and Switzerland) are represented as clients all of which can access the central version, but can only work with the CRM information they need.

Standard interface to abas ERP

Where before the statistical evaluations were created using Microsoft Excel or with the help of the IT department, SMARTCRM now imports in addition to the addresses, contacts, products and offers with items also the sales figures and the open items over the interface to abas ERP. These can be analyzed up to the product level per drill down. Here, the diverse clients are also taken into consideration, however the analyses can be generated across all clients. The current analyses constitute a founded basis for an extensive visit preparation. Since, trends in purchasing behavior or declines in sales can be revealed using the target-performance comparisons and the previous year’s figures.

Support in sales field service and back office

In addition, SMARTCRM also supports the sales employees at INNOTECH with incoming calls. Thus the CRM solution scores with the CTI integration, thanks to which they receive the information concerning the caller when the phone rings and can immediately document the call. The CRM system provides a panoramic view for the project business, since the entire associated communication as well as the offers imported from abas ERP are directly stored in the respective project file. Moreover, the field service staff benefits from the connection to Bing Maps, with which they can visualize the addresses to be visited in a map and plan their route.

CRM in service and marketing as well

The service employees work from now on with SMARTCRM. Where tickets used to be stored locally on the drive, all steps of the complaint processing are now centrally documented in the CRM solution. This enables a seamless follow-up as well as the evaluation of tickets based on various criteria such as duration or frequent sources of error. In the future, the employees will be able to archive recurring questions and related solution proposals in a knowledge database integrated in the CRM system in order to process inquiries quickly.

The marketing employees are getting the most of the features that are freely definable and can be assigned to addresses and contacts. Thus, the suitable target group of a marketing action can be exactly selected.

The customer

Founded in 2001, INNOTECH® Arbeitsschutz GmbH is a family-owned company with headquarters in Kirchham, Austria. From the very beginning, the company has set international standards in the field of occupational safety and is promoting the further development of innovative products in various sectors. INNOTECH® is one of the largest manufacturers in Europe specializing in the production of anchorage systems. In the area of the occupational safety, INNOTECH® is co-author of the planning principles of ÖNORM B 3417 and is co-founder of the international working group DACH.S, a working group of experts from Germany, Austria, Switzerland and South Tyrol, which has set itself the goal of transnational regulations for fall protection.





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?
    • What field service tours are planned for next week?

    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.