Haver & Boecker harmonizes sales processes and increases transparency with itmX crm

Haver & Boecker is a traditional family business based in Oelde, Westphalia, which combines the wire mesh and mechanical engineering divisions . As a high-performance company, Haver & Boecker has been developing, producing and selling high-tech wire mesh products, machines and plant technology as well as services and digital solutions since 1887. With over 3,000 employees and a global network, the company was faced with the challenge of unifying scattered customer data and heterogeneous processes. The introduction of itmX crm brought the solution: a central platform for more transparency, efficiency and international cooperation.

Over decades, Haver & Boecker has developed a complex system landscape. Customer data was spread across Excel lists, Outlook mailboxes, and various systems. The research took a long time and often yielded incomplete results. In addition, there were different working methods in the plants and departments as well as a lack of transparency for cross-selling potential.

The introduction of a CRM system should make employees’ work easier and create a complete 360° view of the customer . The aim was to have all relevant information available with just a few clicks in order to better link marketing, sales and service and to be able to design processes more consistently. At the same time, the solution had to be internationally scalable in order to harmonize global sales activities. The biggest challenge in implementing the solution was that the working methods in the various plants and departments of Haver & Boecker were very heterogeneous and there was no uniform structure. In addition, clerks and managers each had their own ideas, which further increased the complexity. So a solution had to be created that was not only technically convincing, but also actively used by the users.

With itmX, a best-practice approach has been developed that enables intuitive processes, fast access to information and better cross-departmental collaboration. This created a uniform structure that creates transparency and makes new cross-selling potential visible.

The decision to use itmX crm was no coincidence: The solution convinced Haver & Boecker with its perfect compatibility with existing systems and requirements. A key advantage was the deep integration with SAP, the company’s leading ERP system. This allowed existing data to be used directly without complex interfaces – an aspect that not only accelerated implementation, but also significantly reduced complexity.

Equally important was the seamless integration of Microsoft applications that were already established in the company. Today, the combination of SAP integration and the Microsoft ecosystem creates a modern, intuitive solution that provides access to all relevant information with just a few clicks.

Since the introduction of itmX crm , Haver & Boecker has made tangible improvements. The solution harmonizes processes and creates transparency that was not possible before. Already in the pilot phase and during the successive rollout to other company divisions and affiliated companies, several thousand interested parties and opportunities were recorded in the system – the sales potential was thus fully visible for the first time. The added value is particularly evident in trade fair follow-up: Leads can now be qualified, assigned and contacted immediately after upload. In the past, this process took several days to weeks – a clear gain in efficiency.
In addition, the CRM system enables fast, comprehensive access to all relevant customer information – also from other areas of the company. This makes it easier to prepare for talks and strengthens cooperation.

In addition, the introduction of a uniform system has created a strong internal network that intensifies the exchange between the divisions and within the Group. To ensure that this added value is also used sustainably, it was clear from the outset that a system is only successful if it is accepted and actively lived by the users. That is why Haver & Boecker relied on a clear communication strategy from the very beginning. Various channels such as mailings, a dedicated Teams channel and the employee app were regularly informed about the progress of the project. At the same time, the company provided a forum for questions and feedback to create transparency and encourage participation.

Another key to success was hands-on training. They not only conveyed the functions of the system, but also specifically addressed the requirements of the individual areas. This allowed employees to understand the benefits of CRM and feel confident in using it.

After the successful start in the areas of wire weaving and machine factory at the Oelde site, itmX crm was gradually rolled out to other companies. First, all companies that work directly on the SAP system were connected. In the next phase, international locations that are not yet connected to SAP will also be integrated. Haver & Boecker is thus laying the foundation for uniform and efficient cooperation worldwide.

At the beginning of the project, the focus was deliberately on sales and marketing in order to quickly create tangible added value. But even during the implementation, it became clear that the integrationof the service area is the logical next step. The already visible service data from SAP has enriched sales enormously and shows how great the potential of a central platform is.

The connection of the service area is currently underway. In the future, all relevant information will be available in one place – for seamless collaboration between sales, marketing and service. In this way, Haver & Boecker creates the basis for a holistic customer experience and a globally standardized, efficient process landscape.

HAVER & BOECKER OHG is a family-run medium-sized company headquartered in Oelde, Westphalia. Founded in 1887, today’s oHG includes the wire weaving and machine factory divisions. In these areas, Haver & Boecker, together with over 50 subsidiaries and 150 agencies, is active as a technology leader and trendsetter on all five continents.