Introducing a Unified CRM System with ERP and WMS Integration
Case study
Austrian lighting manufacturer with 450 employees in Austria, Germany, Italy and Switzerland.
Industry: Lighting products manufacturing and wholesale
Goal: Introduction of a mobile solution to connect the sales representatives in real time to the MX ERP system.
Keywords: integrated CRM, customer management
Our software:
- MX WebCRM
Benefits:
- Uniform CRM solution for the whole sales force
- Real time availability of current customer data such as offers, sales, a.o.
- Improved customer service
- Ready to go on different end devices, with no installation effort
Handling customer relations with Excel turned out to be difficult.
Until the introduction of the mobile CRM solution of Iptor multiflex, the sales team worked with Excel lists und PDFs. Lists of offers were printed out, rewritten by hand and then manually entered into the system again. These administrative processes should be digitized so that, on the one hand, the speed of the processes increases and, on the other hand, the systematic approach in sales can be expanded.
The transition to a mobile CRM solution, with full integration into the ERP
The aim was to introduce a mobile CRM solution for the entire Molto Luce sales force. In the future, all relevant customer data such as offers, sales, open tickets, etc. should be made available to the team in real time directly on their mobile device – be it a smartphone, tablet or laptop. Quick access to the current data should also improve customer support and thus increase satisfaction.
At the time, Molto Luce had been using Iptor multiflex’ WebCRM solution for five years, but only used it for expense reports and time recording.
In a joint Workshop it was elaborated which functions should be available for the sales force in the future and which functions were already covered in the current software. Due to the fact that most of the customer requirements already corresponded to the existing functions in the software, these only had to be supplemented by a few extensions in the area of functionality and the graphical preparation of the reporting.
In close cooperation with the development team and the project manager from Iptor multiflex, the software was adapted to the wishes of Molto Luce. After completion of the implementation, the key users in sales were trained in how to use the new solution. In a further iteration the results of the extensive testing with the key users in the various countries were integrated into the software. The go-live for all sales employees took place directly after completion of the key user tests.
Sales after the switch to an integrated CRM
With the new mobile CRM, the sales team now has master data, open tickets, reports, delivery notes, etc. available in real time, which not only speeds up processes, but also improves the quality of customer service.
More information
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About US
Iptor multiflex is a business application developed by Iptor Austria GmbH, formerly known as POLLEX-LC Software GmbH. Since 1982, we have been a trusted provider and manufacturer of ERP software solutions tailored to small and medium-sized trading companies, with or without manufacturing operations. As the leading experts in this field, our focus on customer orientation and flexible solutions have earned us a well-respected reputation. Our commitment to putting the customer first is proven daily, with our motto “The customer is the most important person in the company” being the driving force behind our customer contact. It’s no surprise that our high level of customer satisfaction has been consistently demonstrated in ERP satisfaction studies, and we’re proud to say that our loyal customers have placed their trust in us for many years.