The INNOTECH Group:
- Manufacturer of anchorage devices
SMARTCRM at INNOTECH:
- 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.