Introduction of a unified CRM system with ERP and WMS integration
CASE STUDY
Austrian lighting manufacturer with 450 employees in Austria, Germany, Italy and Switzerland.
Industry: Manufacturing and wholesale of lighting products
Objective: Introduction of the mobile solution for the live connection of field staff to the Iptor multiflex ERP system.
Keywords: Integrated CRM, Customer Management
Our software:
- MX WebCRM
Advantages:
- Uniform CRM solution for the entire field service
- Availability of current customer data such as offers, sales, etc. in real time
- improving customer service
- Can be used on a variety of devices without installation effort
Maintaining customer relationships with Excel proved difficult.
Until the introduction of the mobile CRM solution from Iptor multiflex, the sales team worked with Excel lists and PDFs. Quotation lists were printed out in the form of lists, rewritten by hand and then manually entered into the system again. These administrative processes were to be digitized so that the speed of the processes could be increased on the one hand and the systematic approach in sales could be expanded on the other.
The transition to a mobile CRM solution with full integration into the ERP system
The aim was to introduce a mobile CRM solution for Molto Luce's entire field service. In future, the sales team should be provided with all relevant customer data such as offers, sales, open tickets, etc. directly on their mobile device - be it a smartphone, tablet or laptop - in real time. Rapid access to the current data should also improve customer service and thus increase satisfaction.
At that time, Molto Luce had already been using the WebCRM solution from Iptor multiflex for five years, but only used it for expense accounting and time recording.
In a joint workshop, we worked out which functions Molto Luce's sales team should have available in the future and which of these were already covered by the current software. Since the customer requirements were largely covered by the existing functions in the software, these only needed to be supplemented with a few extensions in the areas of functionality and the graphical presentation of the reporting.
In close coordination with the development team and the project manager of Iptor multiflex, the software was adapted to Molto Luce's requirements. After implementation was completed, the key users in sales were trained in how to use the new solution. The results of the extensive test operation with the key users in the various countries were then integrated into the software in a further iteration. The go-live for all sales employees finally took place directly after the key user tests were completed.
Sales after switching to an integrated CRM
With the new mobile CRM, the sales team now has access to master data, open tickets, reports, delivery notes, etc. 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.