Before the CRM introduction, the field service employees had no access to the current sales figures in the ERP system. In addition, they used to receive other customer information only intermittently or upon request. Thanks to SMARTCRM, the access of the complete database is guaranteed even offline. Fast access to the complete activity history for instance or information concerning the rebate scale enable the sales staff a comprehensive visit preparation. The visit reports created in SMARTCRM support PROJAHN in effective customer management, since they are evaluable and therefore a quick overview of the competition’s products used by the customer and so of the untapped potential are always possible. In addition, an automatic task dispatch simplifies the sales work for the sending of brochures for example, as well as the tracking of quotations.
Besides the quotations, SMARTCRM also imports the current figures through the ERP interface. Manifold evaluation options on diverse levels enable the analysis down to the last detail, related to a single customer as well as cumulated to a purchasing association. The field service staff and the executive management conduct the complete sales planning based on the main product groups per customer in SMARTCRM, also offline on the notebook. The target/actual comparisons made available at any time by the CRM system are a key measure of success for PROJAHN. Michael Behling, managing director of PROJAHN Präzisionswerkzeuge GmbH, considers the extensive analysis and planning possibilities are a huge advantage for his company: “With SMARTCRM, we could accelerate significantly our decision-making processes with regards to customers and products. Analyses are directly generated by the decision-maker and support him in the decision-making process.“
Before the CRM implementation, the complaints were also archived in Microsoft Excel. Now, SMARTCRM guarantees an optimal complaint management. The incoming complaints as well as the subsequent agreements with the customers are documented and evaluated in the CRM system. This means that the process of every complaint is always traceable and even the colleagues of the sales department are kept informed about a service activity before visiting a customer.