Working with the previous CRM system was sometimes very frustrating, as the responsible Project Manager Karin Peterhans explains: “The old program was really inflexible. An adjustment was required for every new field, and searching for specific information was often very laborious.” Hocoma therefore decided at the end of 2008 to develop an application with L-Mobile that was geared to the company’s actual practical needs. Expert contact partners were rapidly found and joint goals defined. “By changing to L-mobile, we aimed to significantly increase acceptance of the CRM. We want users to take pleasure in using the tool and the information process to be significantly improved. All important information should be quickly, precisely and reliably available. This is only the case if data entry can be made equally quick, easy and clear.”
The global medical technology company based near Zurich is a leader in the development and manufacture of automated therapeutic equipment for the rehabilitation of neurological movement disorders. Over 100 Hocoma employees work every day on the development, production and sale of innovative therapeutic applications in close cooperation with well-known rehabilitation clinics and research institutes.
45 users from all departments (e.g. Marketing, Sales, Service, Management, Product Managers and Reception) at Hocoma work simultaneously with the new CRM. All data is now quickly and easily available to all employees. Sales and Service benefit particularly from the deliberately streamlined and flexibly scalable functions for customer data, customer activities and notes. For instance, customer contacts can be called up and added instantly. Many further useful features such as project or document administration help overall to guarantee efficient customer care. Effective customer relationship management starts with the first customer call to Reception and ends with a result-oriented customer meeting, as Ms. Peterhans explains: “When a customer calls, Reception can determine the right contact person and all current activities immediately simply by logging into the CRM and can connect the customer to the responsible member of staff right away. And the Account Managers are very well prepared for every customer meeting with all the relevant information at their fingertips.”
Even in the test and training phase, the feedback from the employees was very positive, as Sales Assistant Ms. Riwar, a new CRM convert, confirms: “L-mobile provides a good overview with its clear design. The system is self-explanatory and easy to use.” The cutting-edge technology and attractive layout also boost motivation. Anyone who uses the Internet will find their way around the interfaces of the CRM intuitively. For Ms. Peterhans, however, the crucial factor is the flexibility of the new system. “The L-mobile CRM is expandable and effortlessly adjusts to new challenges and developments at Hocoma.”
This makes the future look bright, since “one of the strengths of the application will certainly be the external access planned for the future.” Hocoma employees are constantly on the road doing field work. Supplementing the pure web application with mobile data acquisition makes all the data and functions permanently digitally available.
|ERP||InforCOM 6.3/ 7.1|
|Datenbank||Microsoft SQL Server|
|Technologie||Microsoft .Net 3.5, Webanwendung|
|Geräte||Desktop / Notebooks|
Anzahl der Auftragspositionen pro Jahr, die über L-mobile erfasst werden: Ca. 160.000, davon während der Messezeit von Mitte August bis Mitte Oktober: ca. 80.000.
The benefits at a glance