Topmotive – customer relationship management with Jira and Confluence

TOPMOTIVE Group is made up of Europe's leading companies in the field of catalog and information systems and services in the automotive independent aftermarket (IAM). The company offers spare parts dealers, parts manufacturers and workshops a coordinated portfolio for the passenger car, truck and motorcycle segments. Headquartered in Bargteheide, the company is represented at a total of nine locations in five countries. The number of employees has grown from 78 to 250 in the last five years.

To provide a solid technical basis for this development, Karsten Weigel, the Enterprise Application Manager at DVSE, had to create synergies between the departments and thus break down existing silos: “Easily create, maintain and display sales-relevant information about leads (potential customers), customers and partners in one system” was his vision. With the help of catworkx, he successfully implemented this goal.

DVSE GmbH (TOPMOTIVE-Gruppe)

www.topmotive.eu/en

• Transparent documentation and measurability of activities
• Predefined structures and templates for a seamless transition between areas
• Scalability through strong company growth

Jira:

• Teamworkx Issue Publisher (catworkx)
• Teamworkx Issue Picker (catworkx)
• DnD Postfunctions (Acid Oranges)
• Exocet (Elements)
• JiraWorkflow Toolbox (Decadis AG)
• Scriptrunner (Adaptavist)
• Jira Automation Plugin (Mohami)
• Dynamic Forms (Deviniti)

Confluence:

• Teamworkx Issue Publisher (catworkx)
• Table Filter and Charts (StiltSoft)
• RefinedTheme (Refined)

• Increased efficiency through standardized structures in all areas
• Synergy effects between all departments
• Increased sales through cross-selling activities
• Shorter training periods for new colleagues

TOPMOTIVE is growing fast, and with it its customer base and data. The lack of standardized and clearly defined processes has led to increasingly long training periods in many areas. Each department worked independently. “We had to replace the existing isolated solutions and create a unified system for maintaining customer data,” explains Karsten Weigel. This also included changing the mindset of the employees. “The biggest challenge in the project was to ensure the satisfaction of all colleagues,” says Weigel. Weigel initially provided the training himself, and tutorials were continuously developed for the growing workforce. With the help of Jira, it was now everyone's job to ensure reliable data maintenance and thus close the gaps in the documentation. Internal processes in project management, sales and development had to be analyzed and redefined. An authorization system for internal data was developed and integrated into the Atlassian tools.

With the help of the “Dynamic Fields” app, fillable fields were set in relation to each other, thus increasing user-friendliness. All data was mapped in Jira through issues – leads, customers and also partners. The associated information was linked to other tickets thanks to the “Exocet” app, so that contact data, access to demos, events, communication or even contracts are assigned in a structured way and mapped automatically. Everything is in one place. Consequently, Confluence was integrated as a central company wiki and a company-wide, standardized CRM was set up. Other company departments, such as purchasing and human resources, were gradually integrated into the system.