OVERLACK

Collaboration of many locations optimized

With the GEDYS IntraWare CRM, the management of customer and supplier data as well as the integration of CRM, SAP and e-mail were renewed.
Kundenreferenz Overlack, Laborarbeiten bei Overlack

The Overlack Group deals with the chemical distribution of basic and specialty chemicals and is an internationally operating family-owned company with 245 employees with headquarters in Mönchengladbach. Overlack sells around 12,000 products in 17 countries. The Overlack Group has been using SAP ERP ECC 6.0 since 2012. Special challenges for the company are the cooperation of many locations in several countries, the high number of different products as well as information distributed across different systems.

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Referenz Overlack

Industry

Chemistry

Employees

1.000

Solution

GEDYS IntraWare CRM
“With GEDYS IntraWare, we have achieved a holistic integration of our applications, even from e-mail and SAP. Many people are not even aware of how much time is actually spent finding and opening SAP transactions until you reach the desired record. Especially in sales, many requests for orders and offers arrive every day, which have to be processed. Our colleagues save 80 of the time required so far for processing and feedback to the customer. Often a lot of time is spent searching for optimization possibilities. But we were very surprised that such a small tool would have such effects so quickly. We will also use BusinessMail4SAP® in other areas of the company.”

Thomas Janssen, IT Manager at Overlack

A project

with many requirements

With the aim of simplifying the personal organization of employees, Overlack decided to renew its historically grown and outdated solutions for the management of addresses as well as the reporting system.

  • A lot of data should be deployed across sites, others only for specific sites
  • Sales management should be optimised for the individual locations, taking into account the country-specific specificities
  • Management should have a quick overview of business-relevant key figures at a higher level
  • In order to facilitate cooperation and create transparency, documentation of all communication with customers and suppliers should be ensured in a single application: emails, telephone notes, visit reports, logs and all Correspondence should be easy and fast to record
  • Complaint management should be integrated directly into the application to create a connection between sales and service
  • The data should be available both online and offline
  • The integration of CRM and SAP system should be realized in order to avoid duplication of data maintenance and to maintain a uniform status in both systems

The solution

Overlack chose the CRM system from GEDYS IntraWare because it already covered all essential requirements in the standard.
IBM Notes was used as a groupware platform and GEDYS IntraWare CRM was implemented for around 200 users in German, English and Polish. Since then, all employees have had centralized access to the customer and supplier files required for their work, as well as reporting. This provides customized forms for capturing company-specific reports. The corresponding access rights regulate a granular role and authorization concept as well as several databases for addresses and documents.

Integration of CRM, SAP and email

E-mail-centric work makes it easier for individual employees to work together: incoming and outgoing emails are automatically assigned to the respective customers and documented in the CRM system. When an e-mail is received, the system immediately provides the corresponding customer file and the most recent operations.

Appointments and tasks from the mail database are assigned directly to the addresses in the CRM system through automatic synchronization. This creates new transparency: the customer file shows the history of all appointments and the current status of the respective task.

The connection between SAP and the CRM system was realized with GEDYS IntraWare Pump, with the aim of avoiding redundant data maintenance. SAP is the leading system. Via interfaces, master data and partner roles from SAP are transferred to CRM, so that all users have up-to-date data in the CRM system at all times.

In use: BusinessMail4SAP®

In addition to connecting the CRM and SAP systems, the most recent task was to create a direct connection between the SAP and the email client. As with all companies today, Overlack communicates mostly by email. Sales employees spend many hours every day processing email requests for orders or quotations. To do this, they access the corresponding SAP transactions. Until now, there was no solution to remove the separation between the SAP and email systems and to gain direct access from the mailbox to the relevant SAP data.

WITH BusinessMail4SAP, GEDYS IntraWare developed this innovative solution®. BusinessMail4SAP® is installed as an add on in the user’s mailbox. When an e-mail is received, the recipient can immediately see master and transaction data, such as orders or quotes, from the SAP and jump into the corresponding transaction with one click. Advantage: it saves up to five work steps on every request. If you add this to the 200 employees and the approximately 10 requests per employee per day, this means an immense time saving.

Overlack’s IT and sales were immediately convinced: BusinessMail4SAP® is characterized by the simplicity of its implementation, as well as the user-friendly presentation of the interface and the quick jump to SAP, where all relevant data is available. BusinessMail4SAP® was installed for around 200 users within a very short time. BusinessMail4SAP® is available for MS Outlook and IBM Notes. It provides access to all SAP transactions such as addresses, orders, orders, packing slips, invoices, communication data, bank statements or returns.