The portfolio of the constantly growing medium-sized company includes automation solutions for loading and unloading machine tools as well as other products for general industrial automation. With approximately 170 employees, FMB produces both standard and customer-specific special solutions.
An important goal of the CRM application at FMB is the optimization of customer communication. The PisaSales CRM is the ideal platform for the uniform administration of all customer, prospect and machine data. This gives FMB’s sales staff quick access to all relevant information at any time, for example when processing requests for quotations. In addition, the CRM solution from PisaSales supports the sales force with practical functions on smartphones and tablets such as route planning and the recording of on-site visit reports. Another advantage is the efficient tracking of offers and internal tasks.
In the area of customer service, FMB carries out the scheduling of service technicians in the PisaSales CRM. In the future, it will also be possible for technicians to call up all information on the machine including their service history on smartphones and tablets at any time and anywhere.
The time recording of the technicians and the feedback of service assignments via tablet app is also planned. The customers who contact the service hotline with their questions also benefit from the quick access of the employees to the entire machine history, which is mapped as a digital machine file in the PisaSales CRM. Compared to the past, when it was often necessary to search for a paper file first, customers can now be given competent and comprehensive advice on the phone without waiting times.
In addition to the PisaSales CRM, FMB uses the ERP solution PSIpenta. Via a bidirectional interface, quotation, article, address and order data are exchanged between PSIpenta and the PisaSales CRM. In both systems, current data is always available without double data maintenance.