
Trade
Sales redefined – CRM at Würth Austria
Würth Handelsges. m.b.H., Österreich
Project goals
- More customer-oriented sales, marketing and service processes
- Replacement of paper-based customer records by fully electronic Customer Fact Sheet with daily data updates
Project focus
- Introduction of a company-wide CRM system
- Integration of SAP CRM with SAP R/3 and SAP BW
- Implementation of the maihiro process model, ‘CRM to Go’, based on SAP CRM 2007
- Replacement of Microsoft CRM in tele-sales
- Telephony in tele-sales through integration of SAP CRM with the telephone system
- Mobile CRM via BlackBerry for field salesforce (core sales processes: master data & activities),
- 420 users across Austria
Our customer
- Trade in fastening and assembly materials and special solutions for the automotive, wood, constructionand metal-working trades
- Over 700 employees, 444 of whom work in the field
- Turnover of EUR 141.9 million (2010)