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)