Roto Frank AG, headquartered in Leinfelden-Echterdingen near Stuttgart, has stood for inventiveness and technological progress in the field of building industry system components since the mid-1930s. Roto’s know-how in system solutions and services for windows, doors, residential roof windows and their accessories is known worldwide and distinguishes Roto as a reliable supplier and service partner. In order to maintain this top position, the company sees it as its core task to always know exactly what moves its customers and consistently aligns all its actions with customer benefits. To this end, it is important that customer care can be mapped not only efficiently and transparently, but also networked within the entire Roto Group. This was no longer sufficiently ensured with the CRM system previously used.

Therefore, Roto decided to invest in a future-proof and sustainable CRM solution that is in line with its own high quality standards.

The previously used legacy CRM system had already been in use for almost 20 years and could no longer map the marketing and sales processes satisfactorily. In addition, due to the takeover of the previous CRM provider by Oracle a few years earlier, it was foreseeable that the product would be excluded from support and maintenance in the near future and it was therefore time to look around for an alternative solution anyway.

The top priority for a new CRM system was not only the future viability of the solution, but also integration with the underlying SAP ERP. Since it was clear that the CRM system was to be used across countries and several company divisions, global players such as SAP, Salesforce, and Microsoft were included in the tender in addition to medium-sized CRM providers. In the end, the itmX crm suite was able to prevail over the competing products with its interface-free integration into SAP, its user-friendliness in general and the option of operating the solution on-premise. Another decisive point for itmX was the midmarket orientation of the company and its consultants.

The new CRM solution should generally optimize sales efficiency and cause an overall increase in customer orientation.

Since the marketing and sales departments at Roto work closely together, the areas should be equipped with software that always provides all information across departments and up to the second. For this purpose, a deep integration of the solution with the surrounding systems, especially with SAP ERP, is absolutely necessary. After all, process consistency can only be increased if all available customer data is transparent and up to date at all times.

Roto Frank AG consists of several divisions. The selection process for the new software was initially carried out jointly. The implementation of the new solution was carried out in stages from the end of 2017, initially for the “Window and Door Technology” (FTT) division and then, after complete roll-out in all FTT national companies, also for the “Roof System Technology” (DST) division from 2018. As of today, more than 700 users are working with itmX crm according to defined templates and processes, primarily in the areas of customer acquisition and customer retention. Since the beginning of 2021, the mobile sales app has also been in use for Roto Frank Dachsystem-Technologie GmbH, because the company wanted to give its field sales force 360-degree access to customer information while on the road. Today, all relevant information about the customer, including service notifications or the active partners in the opportunity process, can also be accessed on the move. In addition, customers can be filtered or even grouped – from anywhere and at any time. Another highlight of the mobile sales app is its online capability, which ensures that even without a mobile network, full operational capability and data availability are available in the field.

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