Success Stories

Flowserve: CRM Assessment and Roadmap for Customer Solutions and Supply Chain Initiatives

Client:

Flowserve

Challenge:

CSC was engaged to assist Flowserve in developing a CRM Roadmap. The Roadmap included a Strategic Framework and the initiatives required to achieve their goals. A business case and schedule supported the Roadmap initiatives

Solution:

The CRM roadmap had a focus on the following key areas:
CSC was engaged to provide the integration of CRM and Supply Chain strategies and include customer segmentation. CSC employed Flowserve's Sales and Operations Planning departments and was successful in linking technology capabilities with CRM and the Supply Chain vision.

Results:

CSC provided the Strategic Framework that linked 15 Roadmap initiatives to Flowserve’s business strategy. A robust ROI analysis and initiative schedule to support the business case was developed and both projects were underway on the first two initiatives on the Roadmap.

Flowserve Corporation develops and manufactures precision-engineered flow control equipment for critical service applications where high reliability is required. The flow control system components it produces include pumps, valves and mechanical seals. The company's products and services are used in several industries, including, but not limited to, the petroleum, chemical, power generation, water treatment and general industrial industries. Flowserve is a $2.5 billion company that is listed on the NYSE and is the worldwide leader across its three product areas.

Business Problem

Flowserve’s Previous Approach to Managing Projects had caused them to Fall Short of their Goals. Flowserve had identified various barriers that needed to be dealt with in order for them to succeed in their growth plans. Some of these barriers included:

Lack of Distinct Culture
Silo Mentality across systems and departments
Product Orientation vs. End User Focus
No Track Record of Large-Scale Successful Change
Many Bureaucratic Barriers
Communication Processes ineffective
Short Term Focus
Low Sense of Urgency For Implementing Change

Flowserve was already involved with numerous CRM projects. Flowserve wanted to conduct a CRM roadmap that reconciled progress on all the CRM projects and brought them under one umbrella for maximum benefits. The vision was to insert the focus on quality service to the customer across all Flowserve regions and departments.

CSC Solutions

CSC was engaged to assist Flowserve in developing a CRM Roadmap. The Roadmap included a Strategic Framework and the initiatives required to achieve their goals. A business case and schedule supported the Roadmap initiatives.

Find out more about Customer Relationship Management

CRM is Customer focused strategy, process, project and Contact Center planning, Sales Force Automation, Integration of environments with back-end operational systems, data readiness services creating business value for our customers.