Fondsbörse Deutschland Beteiligungsmakler AG has been the first port of call in the German secondary market for closed-end funds for almost two decades. Under the umbrella of the stock exchanges in Düsseldorf, Hamburg and Hanover, it operates independently of initiators, transparently and close to its clients. In addition, over-the-counter trading for special funds is bundled under the Fondsbörse Private Markets brand. A subsidiary also offers digital underwriting and settlement solutions for private markets products - a growing segment that requires smart IT structures.

"We need a CRM that suits us - not the other way around"

The challenge: Finding the right CRM system for the new business areas, with which the new processes can be mapped and customer relationships can be maintained and expanded. "We realized that we were reaching structural limits with the standard Microsoft applications," explains Stefan Gieseke, who played a key role in the introduction of SmartWe as project manager. "What was missing was a solution that would allow us to map our processes cleanly, but also to develop them further."

It was already clear at the start of the selection process in August 2023: Standard solutions are not enough - too rigid, too inflexible. SmartWe, on the other hand, impressed with its ability to adapt flexibly to existing structures - not the other way around. The intuitive operation and the ability to assign detailed access rights were also impressive.

Deployed with a sense of proportion and real practical benefits

Instead of working towards a fixed end point, those responsible opted for a continuous improvement process, an approach that proved to be spot on. "The benefits have grown continuously and are now clearly noticeable both in day-to-day work and in strategic planning."

Gieseke particularly emphasizes the cooperative partnership with the SmartWe team: "Complex requirements were always implemented in a solution-oriented manner. We were not left alone with technology, but worked together to create a functioning structure. The expertise and advice of the SmartWe team was very valuable to us."

The results are impressive: Since then, the sales department has benefited from better analyses, more efficient management and greater transparency. Activities such as telephone calls, e-mail campaigns or quotation processes can be specifically analyzed and documented. Project management has also become more stringent, from the selection of target groups to the evaluation of the project status.

For employees, this means fewer manual routines, a better overview and greater acceptance. "The app-based, intuitive operation is well received. The system is easy for everyone to use in everyday life," says Gieseke.

CRM as a strategic lever

The strength of SmartWe is particularly evident in its further development: Document templates for teasers, exposés or confidentiality declarations speed up processes, while management reports enable data-based decisions. The focus is clearly on the future: The integration of further areas is already being implemented.

Bottom line: Digitalization with substance

With SmartWe, Fondsbörse Deutschland has not simply introduced a new tool - it has created a basis for shaping customer relationships strategically, efficiently and individually. Or as Stefan Gieseke puts it: "If you are looking for a flexible CRM tool that can map your own company logic - then SmartWe is just the thing."

Read more: Fondsbörse Deutschland