tetronik Kommunikationstechnik GmbH Success Story| projectfacts

tetronik Kommunikationstechnik GmbH
Success Story

The communication experts from Taunusstein

As a specialist in call, warning and signaling systems, tetronik Kommunikationstechnik GmbH has been successfully attracting attention for more than fifty years. The innovative communication solutions from the Taunusstein-based company are particularly popular with the healthcare sector, public authorities and industry.

The service portfolio not only includes nurse call systems, but also fire detection, video surveillance and voice alarms. While nurse call systems are primarily used in hospitals and care homes, tetronik’s security systems can be found in traffic tunnels and prisons, for example.

At tetronik, customers receive everything from a single source: from planning and installation to training and maintenance. “Support from start to finish is possible with us,” explains Andreas Wilke, Head of Commercial Order Processing. He has been working for the company since 2010. Wilke appreciated the pleasant and informal atmosphere right from the start: “Here, everyone knows everyone by name, which is still possible with fifty employees.”

When he switched to commercial order processing, the team consisted of two employees; there are now eight. The company’s growth was also a key reason for the search for a software solution. The technicians used to be able to coordinate with each other, but this is no longer possible. The management saw a need for action:

“We have to do something to keep track of our projects.”

All customer projects at a glance

The company therefore began looking for a tool for CRM applications and project management. projectfacts emerged early on as a suitable solution for contact management, partly because GDPR requirements such as automatic deletion periods can be easily implemented.

There was already a concept from 5 POINT AG for project management, but tetronik was initially skeptical and rejected it. “Six months later, we did it anyway,” Wilke admits with a grin. In the meantime, tetronik is working very successfully with the established workflow. Over seven hundred and fifty maintenance projects have now been created. Appointments are made and confirmed and tasks (so-called to-dos) are documented for the next visit. In addition, tetronik also maps new installations, software maintenance and hotline inquiries using the project tool.

It makes work noticeably easier for project managers because the system alerts them to relevant issues. Tasks can be handed over more easily because no emails need to be forwarded. Instead, employees get an overview directly in the system.

“Everyone has access to the project at all times.”

The central project processing in combination with the ticket system is particularly practical. This means that all communication with the customer is stored centrally and is linked to the project. Instead of trawling through the mailboxes of individual employees, you now have everything in one place. This means that even if something doesn’t go according to plan or an employee is absent, you still have an overview – across all departments. A technician on site can also quickly see what has been discussed with the customer via smartphone or tablet.

If an email does end up in the personal email account, Wilke likes to use the Outlook add-in, which allows emails to be transferred to projectfacts as tickets: “Press the button and there it is. These are the little things that make you happy.”

Helpful marketing and sales tools

The sales department organizes itself with the help of sales opportunities in projectfacts. The entire forecast runs through it. This allows order peaks and sales gaps to be identified quickly. All communication between sales employees is also bundled in the sales opportunities. “In the past, everything was done via Outlook or phone calls, but was never documented,” says Wilke, “now everyone has an overview.” In this way, colleagues can also take care of their own sales opportunities if required. Even a service employee on site can see when an offer is currently open and can follow up spontaneously.

“Fantastic. I can see what the sales department has discussed with the customer
, which I have never seen before.”

Wilke is also enthusiastic about the campaigns in projectfacts. These are ideal for the tetronik specialist forums. The idea is: “We invite customers and planners to various events throughout Germany.”

“Campaigns are a wonderful way to illustrate this.”

The sales department selects potential customers to be invited. The telephone canvassing department then makes several hundred calls before sending the invitations by email in the next step. tetronik handles the entire process using the campaign tool in projectfacts. “That really is added value,” says Wilke. This is also noticeable in other areas: “We can store in the system which customer receives a price list.” This allows Wilke to send new lists as campaign emails at the touch of a button.

“It’s great, it’s easy.”

Vacation planning is also much easier. Instead of filling out vacation requests on paper and then handing them in manually to the supervisor, the entire process is now digital. “We really liked the fact that we can handle everything via the system, with the corresponding checks and approvals that you can preset yourself according to your own needs and internal regulations, which can vary from company to company,” says Wilke.

The roadmap for the future

In the course of the year, tetronik would also like to map time recording with projectfacts in order to meet the legal requirements of the ECJ and BAG ruling. All employees should be able to record their working hours. Expense accounting is also linked to this. If employees are on the road for more than eight hours, they should automatically receive an expense allowance.

There are also plans to transfer the personnel administration area (known as HR) to projectfacts. “At the moment, these are still folders hanging in a hanging file,” reports Wilke. In future, this data is to be maintained digitally in order to document employee appraisals, for example. tetronik also appreciates projectfacts’ open API, as a new merchandise management system is to be used in the future. “One requirement for the new provider will then be that the interface to projectfacts works so that the CRM system does not have to be maintained twice.”

Added value through the software

tetronik saves a lot of administrative work with the software, “with vacation planning, campaigns, to-dos …”. The employees at tetronik particularly appreciate the interaction between the individual modules. “From an appointment to the customer, from the customer to the tickets” – you move seamlessly and intuitively through the system.

“In the meantime, our colleagues have come to really appreciate the added value that this gives us.”

Wilke has the impression that the introduction of projectfacts has contributed to the appreciation within the team. Everyone can quickly see what work still needs to be done. By mutual agreement, you can see not only your own but also your colleagues’ outstanding items. This means you can quickly get an overview and take each other into consideration.

“This encourages people to work together.”

Wilke recommends projectfacts above all to companies that work on a project basis. For manufacturing companies, the lack of inventory management can be an obstacle. He would particularly like to praise the personal contact with the project manager at 5 POINT AG: “It works really well, you get an answer quickly.”