Automated information flows with the itmX crm suite

Roto Frank AG, headquartered in Leinfelden-Echterdingen near Stuttgart, has stood for inventiveness and technological progress in the field of industrial 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 customers and consistently aligns all its actions with customer benefits. To this end, it is important that customer service can be mapped not only efficiently and transparently, but also in a networked manner within the entire Roto Group. This was no longer sufficiently guaranteed with the CRM system used so far.

That’s why Roto decided to invest in a future-proof and sustainable CRM solution that meets its own high quality standards.

The legacy CRM system used so far had already been in use for almost 20 years and was no longer able to 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 for an alternative solution one way or another.

In addition to the future viability of the solution, the top priority for a new CRM system was integration into the underlying SAP ERP. Since it was clear that the CRM system was to be used across countries and across 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 against the competing products with its interface-free integration into SAP, user-friendliness in general and the possibility of operating the solution on-premise. Another decisive point for itmX was the SME orientation of the company and its consultants.

The new CRM solution was intended to optimize sales efficiency in general and increase customer orientation overall.

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

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

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