Sales redefined – CRM at Würth Austria

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)