The spotlight on your customer

Customer Excellence

CRM places the spotlight

on your customer:
ensuring your company’s success
over the long-term
For years, the competition in most markets has be-
come harder and harder and has long required
consistent orientation of the company
strategy towards the customer. Besides
comparable product properties such
as mature functionality, prices suit-
able for the market and a high level
of quality, customers today want
more – personalised, professional
interaction as well as first-class service.
The ideal strategy for your company’s long-term success:
adapting all processes and services to meet and exceed your
customer’s expectations. The best way to do this is by pre-
cisely identifying your customers’ needs and systematically
aligning your business operations accordingly.

2
 Customer Excellence

The number one success factor: strong,

efficient customer relationships
In a recent study, the Bundesverband Deutscher Unterneh-
mensberater BDU e.V. [German Association of Management
Consultants] identified strong, efficient customer relation-
ships as the number one factor for success. To ensure a
long-term advantage over the competition, customer rela-
tionships must be strategically oriented, data gathered must
be used efficiently and individual customer processes must
be continuously improved.

Customer Relationship Management

Attraction/qualification
of employees

In particular, this means forming strong customer relation- Innovation

Tightening of international
ships. With efficient integral, intercompany and commercial competition

Globalisation (new markets

business processes that are tailored to the value of the and competition)

Change of company
customer, you will be able to continually impress the right strategies

customers. Capital procurement

Intensification of
national competition

Customers impressed with the professionalism of your ser- Demographic change

Very high

vice and your products will also recommend your company Reduction of costs
High

to others – resulting in “Customer Excellence”. This pro-

vides a unique experience for your customers and at the Facts and figures on the Consultancy Market 2007/2008, BDU e.V. 2008
same time raises the attractiveness of the jobs in your com- Source: Bundesverband Deutscher Unternehmensberater BDU e.V., www.bdu.de
pany. A new CRM generation will help you provide highly ef-
fective customer management on the road to success with
“Customer Excellence”.

What is “Customer Excellence”?

 Customisation is the key to a successful
company strategy
 Customer expectations are met and exceeded
 Exceeded customer expectations lead to
very satisfied customers
 Satisfied customers will recommend you
to others
 Effective customer management leads
to attractive jobs

Discover the new CRM generation:

for your company’s success 

3
 Efficient customer relationships

Market leadership in small and

midsized enterprises:
CAS genesisWorld sets new standards
in customer management
Your customer relationships –
efficiently organised
The new CRM generation makes it easy for you to im-
press your customers. CRM enables you to identify your
customer’s needs, support them professionally and pro-
vides them with the best service possible. The recipe for
success: CAS genesisWorld creates transparency, efficient
processes and company-wide awareness. As a result, you
can benefit from structured working procedures in sales,
marketing, service and throughout the entire company.

The spotlight is on your customer

CAS genesisWorld focuses on your most valuable asset:
your customers. All your employees always have the most
important information at hand with which to quickly recog- communication and interaction with individual customers
nise and efficiently meet a customer’s needs. The customer or selected target groups, with suppliers or partners, in
dossier provides you with a 360° all-round view of all rel- project groups, within the company, across locations and
evant details. In this way, CAS genesisWorld supports all on the road.

The CRM success ladder “Intelligent”

self-optimised
customer
Planning & analysis –
management
aimed towards the
Integrated
value of customer
campaign
360°
management
customer dossier
A company-wide
address database
CRM becomes
company strategy

“CAS genesisWorld gives us a clear advantage over

our competitors. With the same number
of employees, we were able to increase
our turnover by a considerable margin
and reduce our costs.”
Detlev Kleimann, owner LIEBHERR
Central Dealership, Neu-Isenburg

4
With no extra costs: Why CAS customers are successful
effective teamwork
Since 1986 our objective has been to increase
Your employees can use CAS genesisWorld to access inter- the profitability of companies with our CRM
departmental information and to work together perfectly. software – based on our philosophy of “Suc-
With CRM, schedule coordination, task management, con- cess through Customer Excellence”.
tent management and customer service become child’s
play. CAS genesisWorld ensures this with its central da- Five of our customers have won the renowned
tabase, dashboards and personalised access rights. The CRM Best Practice Award in recent years. The
result: your employees save valuable time. secrets to success are revealed quickly: our solutions are
optimised to the needs of small and midsized enterprises –
Effective control: flexible, efficient, quick to implement, economical to procure
projects and reports and put into use. So we have become the CRM market leader
for German small and midsized enterprises and have made
With the project management and reports at the press of a contribution to our customers’ success with our award-
a button, you have effective controlling instruments to winning innovations. You can also benefit profitably from
hand for making well-informed decisions. Through targeted our CRM solutions – for the success of your company over
project planning, clear structures and up-to-date analyses the long term!
based on company data, CAS genesisWorld enables you to
always keep track of the big picture and act in good time. Best regards

Flexible and integrated:

adapted to your needs
To meet your individual CRM requirements, CAS genesisWorld Martin Hubschneider
can be flexibly customised at any time – whether on each CEO
workstation at the user level, for the integration of other CAS Software AG
applications at the IT level, or between several sites and
across national borders at the organisational level – mo-
bile and multilingual.
Experience CAS genesisWorld in detail:
successful customisation throughout
the entire company 

5
 Informed employees

Customisation throughout the

entire company: competence,
transparency and efficiency
for your employees
Improved quality of address data Everything in view with the customer dossier
To be able to successfully communicate with your custom- The heart of every customer contact: a glance at the cus-
ers, you need an address database that is always up to tomer dossier and every employee has an instant overview.
date. CAS genesisWorld revolutionises the way addresses The customer dossier contains all appointments, tasks,
are updated, supports address registration and ensures that telephone memos, correspondence, sales opportunities,
the data is always of the highest quality – it automatically complaints, orders, delivery notes and projects – in fact all
checks for correctness and duplicates, accumulates data for information is structured and chronologically organised to
decision-making purposes, automatically updates addresses give an all-round 360° view.
when changes are made, displays data in clear hierarchies
and classifications, and supports formats and character sets
from various countries. The many search and filter criteria
allow you to use addresses as required. The address mask
adapts with respect to contents and ergonomics easily and
flexibly to your individual needs.

The customer dossier provides all information at a glance

Address selection
with extensive
search and filter
criteria

The address mask adapts

flexibly to your needs

6
Knowledge for all employees “With CAS genesisWorld, our customers
can contact us at any time and from
CAS genesisWorld optimally supports your customer-orient- anywhere in the world.”
ed company strategy. The foundation: central data manage-
Michael Wagner, Managing Director Business
ment with individual access rights provide all employees
Travel International GmbH, Düsseldorf
with all the necessary information and documents. Your
staff will always be optimally informed, able to give expert
advice, take well-informed decisions, and will notice a sub-
stantial reduction in their everyday workload. As a result,
your employees work efficiently and are happier – so your
company runs smoothly and efficiently.

Activities organised interdepartmentally Smart and trusted operation

CAS genesisWorld ensures efficient, interdepartmental co- Ergonomically and intuitively, CAS genesisWorld allows you
operation: appointments, allocation of resources, distri- to organise information clearly in the navigator and the
bution of duties or joint projects can be organised in no dashboard. A familiar user interface with the look and feel
time at all. Customisable dashboards provide an immediate of the latest version of Windows inspires confidence and
overview. This relieves your staff of time-consuming organi- trust among your employees and ensures that they become
sational work and makes room for more important tasks. familiar within the shortest possible time.

What CAS genesisWorld offers your

entire company
• Central, standardised address management with
updating and duplicate checks
• Customer management with customer dossiers
and a 360° view
• Customer profile for targeted addressing
• Selection options and global search feature
for all data
• Central document and project management as
well as correspondence
The personal dashboard provides an instant
overview • Interdepartmental appointment and resources
management
• Well-structured dashboards, transparent activi-
ties and follow-ups
• Smart way of working and easy to operate
The individual navigator
provides direct access • Multi-stage rights system for secure access

Raise your sales potential with

CAS genesisWorld: powerful in sales –
effective in marketing 

7
 Profitable relationships
guaranteed: the way to impress
your customers
Use sales opportunities
consistently
CAS genesisWorld consistently supports
your sales team and increases your sales
success. You can keep the complete
sales process in view from the first con-
tact through to conclusion, ensuring that
no business opportunities are lost. The
automatic notification and action service
provides information in good time not
only in case of escalations. You can pro-
duce forecasts and reports about sales
potential at the press of a button. The
entire sales process is transparent and
logical for all.
Sales opportunities and customer segmentation for efficient sales

Maximising customer potential

“Each employee saves 14 minutes of valuable work- Your customers have completely varying needs as well as
ing time with CAS genesisWorld, sales potential, which means unique business opportunities for
staff even up to 30 minutes – daily!” your sales department. With CAS genesisWorld, you can seg-
Patrick Hofmann, Senior Executive Key ment your customers and can recognise individual potential
Account Manager & CRM Project Manager, and customer value. Your sales department acts efficiently,
Isabellenhütte Heusler GmbH & Co. KG, recommends the right product at the right time, practices
Dillenburg up and cross-selling, thereby achieving better results.

8
 Sales and Marketing

Telephone calls and correspondence

made easy
Communication with the customer becomes child’s play
not only for your sales personnel: CAS genesisWorld dials
telephone numbers, opens the correct contact when for an
incoming call, records missed calls as well as telephone
calls with customers, writes personalised letters and e-
mails at the same time to several recipients and is impres-
sive with its ease of use. This is how to work efficiently!

Data can be accessed

everywhere, even on the move
Regardless of whether your company
has offices in several locations, your
employees work from home or your
sales force are on the road with mobile
phones, smart phones or PDAs; CAS gen-
esisWorld ensures easy access to up-to-
date data: replicating data for company
offices, laptops or smart phones, Web
access for accessing the Internet, and on
the move using mobile devices.

Well informed at all times

Targeted marketing campaigns easily planned with the Marketing module

What CAS genesisWorld offers your
sales department
• Use and pursue sales opportunities
Spot-on marketing campaigns
• Consistent, methodical sales process
CAS genesisWorld supports successful marketing. During
the planning phase, you can define each communication • Segment and optimise customer values
step graphically, select the right customers via convenient • Convenient telephone functions and easy
filter functions, define follow-up actions and carry out – correspondence
depending on the preferred channel type in each case –
targeted multi-stage campaigns through various channels • Mobile access at all times, regardless
of communication. This makes your actions more effective of location
and minimises scatter losses. • Access to vouchers from enterprise resource
planning (ERP)
Measuring success and controlling costs • Easing of routine work
With CAS genesisWorld you can always monitor the suc- For your marketing department
cess and costs of your marketing activities: your custom-
ers’ reactions are noted, turnover recorded and the leads • Systematic customer dialogs through multi-
gained are passed directly on to your sales department. stage campaigns
Convenient analyses provide you with concise up-to-date • Specific actions and recording of reaction
information at all times, enabling you to easily keep an across all channels of communication
overview of your campaigns.
• Analysis and cost controls for campaigns

Make sound decisions with CAS genesisWorld:

with a smile in service and accurately in management 

9
 Service and management

For a secured future:

score with service and take
clear-sighted decisions
Fast and reliable service Control projects accurately
Your customer hears a smile even on the phone. Thanks With the additional project management in CAS genesisWorld,
to CAS genesisWorld, your service personnel can easily your employees have an effective process and control sys-
provide your customers with quick, reliable and friendly tem: they can plan and structure your projects accurately and
service. CAS genesisWorld provides you with direct ac- include risks, milestones and objectives as well as tasks, re-
cess to comprehensive customer information and to each sources, budgets, costs and times from the beginning. You
project. Your service enquiries can be recorded, processed keep your projects on schedule through the project status,
and systematically forwarded on quickly and efficiently. ad hoc evaluations and an early warning system.
In this way, you nurture good customer relationships also
when customers have queries.

Helpdesk maximises efficiency

An optional ticket system organises all service enquiries
simply and transparently, regulates handover and mes-
saging, and provides the results in an FAQ database for
all service personnel. Automatic time recording for pro-
cessing and the means used guarantee full cost control.
CAS genesisWorld supplies evaluations for areas or indi-
vidual customers at the press of a button – so that your
service department functions professionally.
Plan structured projects and handle them accurately with the
Project module

Reliable information and complete control of the costs in the customers

service with the Helpdesk module

10
Dashboards for instant overviews “Customer Relationship Management has become
a decisive factor for the success of our company.
The management dashboards keep your management per- The easy handling and intuitive operability of
sonnel well informed at all times. For this CAS genesisWorld CAS genesisWorld ensured above-aver-
draws upon all necessary interdepartmental data. With cur- age acceptance from the beginning.”
rent daily analyses of customer profitability, feasibility or
Joachim Just, Manager EDP and Payroll
sales forecasts compiled in well-structured dashboards,
Department, MÜLLER & BAUER GmbH & Co. KG,
you have the right measures to hand. Your company stays
Metzingen
on the road to success.

Assured planning with forecasts

and reports
Clear forecasts and accurate automatically generated re-
ports ensure reliable planning for your management per-
sonnel. Accordingly, every employee sees exactly what he
or she needs and what he or she is authorised to do. The
managing director receives an overview of all of the com-
pany’s success indicators, the division manager detailed in-
sight into each department, and the sales personnel instant
overviews of the customers. With CAS genesisWorld you
will have a sound pool of real-time information on which to
Well-structured dashboards on all levels make decisions at all levels.

This is what CAS genesisWorld offers

for your Service area
• Fast and reliable information
• All information about a project at a glance
• Systematic workflows
• Ticket system with automatic time recording
• Product inventory administration and mainte-
nance contract administration/accounting
• Controlling and reporting for service
management

For your company controlling

• Project management with evaluations
• Early warning system for project control
• Overlapping, well-structured management
dashboards
• Automatic preparation of forecasts and reports
• Any desired evaluations in real time

Successfully implement customisation

with CAS genesisWorld: flexibly for all size
and requirements 

11
 Precisely-tailored CRM

Precisely tailored, flexible

and immediately productive:
the ultimate choice for your
company

Premium Edition Suite Suitable for every size of company

+ Sales module
Whether you manage a smaller company or work for a
+ Marketing module small and midsized enterprise or for a larger organisation,
+ Report module CAS genesisWorld fits from the start and grows with your
company. In various editions, as a suite and with modules,
Standard Edition Premium
CAS genesisWorld can be expanded at will at the worksta-
+ Premium Functions Edition tion level, providing you with right solution for your com-
+ Mobility module
pany at all times.
Standard
Edition A flexible core solution for an immediate start
Regardless of your company’s professional customisation
Editions and modules to suit every requirement requirements, CAS genesisWorld, as a flexible core solu-
and size of company tion, adapts quickly and easily to your individual require-
ments. Without the need for extra development such as
masks, fields, input options and objects as well as work-
“The business processes have become flows for more efficient illustration of your business rela-
much more efficient and faster since the tionships and processes.
introduction of CAS genesisWorld.”
Jörg Münchinger, Manager Sales Office and
Project Manager KIS, Paradigma Energie- und
Umwelttechnik GmbH & Co. KG, Karlsbad

12
 Passgenaues CRM

Integrated applications under

one user interface
CAS genesisWorld does not reinvent the wheel, but rather Selectable provision
integrates office, enterprise resource planning, archiving and and scalability
communication solutions under one user interface. So, for
example, vouchers from your ERP system or contracts from You can decide for yourself whether you
your archive system can be stored directly in the customer buy or lease CAS genesisWorld, or whether to run
dossier. All data is available beyond system and departmen- it in your company or have it hosted. It is important
tal boundaries over one user interface without changing ap- when making this choice to take your IT requirement into
plications. Access is fast and direct and ensures that your consideration. The important thing is that you take this into
employees can work efficiently. account when choosing your IT requirements on the provi-
sion form. The flexible multi-layer architecture offers the
Highest demands on data security greatest possible scalability, and the distribution of load
across several servers guarantees fast response times.
Not all information should always be available to every em-
ployee. This is where the multi-stage rights system comes
in: CAS genesisWorld regulates access to every individu- CAS genesisWorld as a default solution
al data record for every employee. With group and user for the following in the following
profiles, the rights system is well-structured and easy to sectors: languages:
administer. Furthermore, a cleverly devised journal system
records all changes and offers extra security. • Automobile • German
• Banks • English
• Research • French
• Universities • Italian
• Industry • Dutch
• Engineering Services • Spanish
• IT Services • Czech
• Schools • Hungarian
• Tourism • Croatian
• Management Con- • Romanian
sulting • Turkish
• Associations • Polish
• Insurance

Launch into a successful future:

Easy administration, user and rights administration using the
Management Console
with CRM from the market leader for small
and midsized enterprises 

13
 CAS Software AG

150,000 users rely on CRM

products from CAS Software:
start your CRM success strategy
with the market leader
Lasting company success with
CAS Software AG
With our philosophy of “Success through Customer Excel-
lence”, we have been developing and marketing CRM so-
lutions for small and midsized enterprises as well as se-
lected large-scale companies since 1986. Our customers
benefit from professional customer management, transpar-
ent information, efficient business processes and precisely
tailored solutions. The result: lasting company success
through long-term customer relationships and competitive
advantages. So our customers as well as ourselves have
experienced steady growth for many years.

Unique solutions and innovation

As the German market leader in customer relationship man-
agement solutions for small and midsized enterprises, we
offer our customers unique solutions for various demands
and for different sectors. With the constant further devel-
opment of wide-reaching international research activities
and constant innovations, our products secure CRM invest-
ment over the long-term.

Expertise in consulting and implementation

A pan-European network of certified and trained CAS Part-
ners provides your company with professional support du-
ring implementation, including advice for your CRM strat-
egy, analysis of your processes and structures, individual
adaptations, faster implementation through to professional prizes followed: CRM Award, Best of CeBIT Award, suc-
training for your staff. In this way, your customer manage- cessful CRM certification, “Innovator of the Year” during
ment solution is geared to success from the beginning. the TOP 100 competition and a recent placing in the “TOP
Job” competition amongst the best 15 employers in the
Awards field of small and midsized enterprises. We are especially
proud of the success achieved by our customers: in recent
In 1998 the European Commission awarded CAS genesisWorld years, five CAS customers have already been awarded the
the ‘European IT Prize’ for “outstanding technological in- renowned CRM Best Practice Award for their professional
novation with a high level of market potential”. Numerous customer management.

14
Press reports
CRM and company portal
Information management complements your customer
management perfectly: with CAS teamWorks, you can
quickly realise an inspiring company, employee, cus-
“Providers such as CAS Software (the ‘German CRM King’), tomer or partner portal. CAS teamWorks saves and
SAP, Oracle and numerous other companies show […] new, distributes not only valuable corporate knowledge,
even further integrated products for company control.” but rather also standardises the procedures through
checklists, workflows and forms – of course in seam-
less cooperation with CAS genesisWorld.

“Perfect systems of course are nowhere to be found – but

[…] at the Isabellenhütte foundry, the CAS genesisWorld
CRM system can no longer be overlooked […] Peter Müller,
managing director, says clearly: ‘A significant part of our
increase in turnover in recent years is based on it.’”

“With 20 years of service experience, CAS Software AG is

one of the old hands on the CRM market.”

“Even German providers such as CAS Software […] record

respectable growth and excel with new software technolo-
gies as well as Internet-compatible CRM solutions.”

“Through the conversion to the CAS genesisWorld CRM

System, Klotz, a cable manufacturer, ensures care for its
13,000 customers all over the world.”

“The Diakonisches Werk Berlin Brandenburg took top

place during this year’s CRM Best Practice Award
in the Business-to-Business sector. By using
Customer Relationship Management, the or-
ganisation has developed out of a period of
crisis into a presentable services company,
praised the jury.”

“CAS Software from Karlsruhe is one

of the most entrepreneurial CRM
providers here in Germany, espe-
cially for small and midsized enter-
prises.”

15
 3/10.08

www.cas-software.com