Pivotal CRM Case Study - Mold Masters


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"Mold-Masters wanted to implement a CRM system. Pivotal CRM proved to be a best solution. Beyond CRM, Mold-Masters has used the Pivotal
CRM system to build an entire corrective-action
process to deal with any customer-raised concern—
before it becomes a problem. They log issues, track
them, and report on them through Pivotal CRM.
the most dynamic and flexible solution.
that would improve customer relationships and
improve sales and marketing efficiency."

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Pivotal CRM Case Study - Mold Masters

  1. 1. Mold-MastersTurning Up the Heat:Mold-Masters extends its global reach with Pivotal CRM Customer Details Mold-Masters • Undisputed leader in “hot runner” molding technology for more than 40 years www.moldmasters.com Industry • Manufacturing Challenges • Needed to improve customer relationships, sales and marketing efficiency • Solution had to provide a single set of customer information available to everyone in the company Benefits • Increased sales without adding new resources • Improved accuracy of customer information • Reduction in overhead maintenance Solution CDC Pivotal CRMCDC Software | The Customer-Driven Company™ CRM Case Study | 1
  2. 2. Plastic is everywhere. Through a process known and cost effectively,” explains Jonathon Fischer, as injection molding, plastic is used to manufacture Mold-Master’s President. countless different products—from automotive Before Mold-Masters implemented a Pivotal components, medical devices, and electronics to CRM system in the late 1990s, the company had packaging and housewares. The secret behind developed a homegrown database of customer injection molding is heat. Heating plastic is the most contacts. But the solution wasn’t easy for the field common way to mold it into any imaginable shape. sales reps to access because it was located at the But it wasn’t always this way. Mold-Masters headquarters. Business growth during Headquartered in Georgetown, Canada, Mold- this period made it obvious to sales management Masters employs approximately 1,000 people globally, that the company needed a central repository for serving customers in more than 40 countries. With all of its customer contacts and related customer over 1,600 active patents, information—a system that could also be accessed Mold-Masters has been easily by remote users.With Pivotal the undisputed leader in “We struggled for years trying to make customerCRM we can “hot runner” technology information accessible to users in the field. We made for more than 40 years.handle any of our Internationally, Mold- the move to a CRM system because our development costs were getting unreasonable,” explains Fischer.business processes, Masters continues to grow, At the time, the company switched to a contact building new facilities inworkflows, and Asia, collaborating with new management tool to deal with the situation. But it wasn’t really a CRM system that would givedata integration. partners, and extending its salespeople the ability to collaborate; it was reach into new markets.From a business And it relies on Pivotal CRM a stand-alone contact management tool. It wasn’t what they needed.perspective, users to manage its customer information.can ask for new Maintaining a Leading Edgefunctionality in the Responding Mold-Masters wanted to implement a CRM system that would improve customer relationships andsoftware and we Decisively improve sales and marketing efficiency. “We neededcan give it to to Change something that would enable our field sales reps, sales management, and headquarters staff to workthem quickly. This As the plastics from a single set of customer information so they manufacturing industryis one of Pivotal becomes more global, could support one another,” explains Fischer. “This drove us to look for a better solution. We investigatedCRM’s strengths. Mold-Masters’ presence a number of alternatives; Pivotal CRM proved to be around the world isDario Vettor, Director of IT, the most dynamic and flexible solution for us.” SalesMold-Masters increasing—especially in management and marketing management were Asia. The use of plastic and both involved in choosing the CRM system; the final engineered materials is increasing around the world, decision to implement Pivotal CRM was made after all which factors into the company’s sales growth. The major CRM packages were reviewed by Fischer and demand for Mold-Masters’ products is driven by the Mold-Masters’ Director of IT, Dario Vettor. fact that they produce plastic parts faster. “Shorter cycle times and reduced waste mean our customers Mold-Masters is seen as a technology leader in can manufacture injection-molded parts more quickly the way it supports its customers. “The fact that we implement world-leading technology like Pivotal CRM CDC Software | The Customer-Driven Company™ CRM Case Study | 2
  3. 3. simply confirms our commitment to innovation,” says the Pivotal CRM system, but the company’s vision Vettor. “It shows the industry that we intend to stay on is to expand the system internationally. They are the leading edge, not just in the technologies we use currently in the midst of moving to the web-based to build our products, but the technologies we rely on “rich” client from the Windows client. “We now have to service and support our customers.” a strong foundation for rolling out the CRM system to our global sales, service, and support staff, which Mold-Masters’ CRM includes about 10 other Mold-Masters entities and 30The fact that we vision means making data Mold-Masters agents and representatives around the accessible so that everyoneimplement world- can serve customers better, world,” explains Vettor.leading technology whether customers are local About 20 of the 90 people who access the Pivotal or in another country. “CRM CRM system are remote users; they now use Pivotallike Pivotal CRM enables our people to make SyncStream to exchange customer informationsimply confirms informed decisions because with the central database. Data synchronization they understand the needs used to be based on Microsoft® Exchange, whichour commitment of customers better,” placed a substantial burden on the company’sto innovation. It explains Vettor. “They know Exchange server. It also made things difficult for where to look to understand the remote sales reps, who sometimes lost datashows the industry exactly what each customer during exchanges. With the latest HTTP-basedthat we intend to needs, what we have synchronization, all remote users now log on to done with each customer the company’s network through a VPN connection.stay on the leading historically.” “Customer data is exchanged automatically,” notesedge, not just in Vettor. “Remote users can even stop the transfer at Building on a New any time. When they reconnect, Pivotal CRM picks upthe technologies where it left off—administration is much easier.” Foundationwe use to build our Mold-Masters has been Expanding Beyond CRMproducts, but the using Pivotal CRM since According to Vettor, implementing Pivotal CRM hastechnologies we 1998. When it came to improved the quality of Mold-Masters’ customer deploying the Pivotalrely on to service CRM system, they were data and has reduced the maintenance overhead associated with managing data access and transfers.and support on budget; with respect to “With Pivotal CRM we can handle any of our business the consulting assistanceour customers. required, they came in processes, workflows, and data integration. FromDario Vettor, Director of IT, a business perspective, users can ask for new slightly below budget.Mold-Masters functionality in the software and we can give it to them It took the team only 6 quickly. This is one of Pivotal CRM’s strengths.” weeks to complete the upgrade project. “The rollout Beyond CRM, Mold-Masters has used the Pivotal was very smooth; we’ve had very few issues, if any,” CRM system to build an entire corrective-action recounts Vettor. “The day we went live, we chose to process to deal with any customer-raised concern— do it during business hours; there was no negative before it becomes a problem. They log issues, track impact on our users at all.” them, and report on them through Pivotal CRM. Vettor In upgrading, Mold-Masters wanted to take considers the corrective-action process to be an advantage of new capabilities, including the superior excellent way of keeping the Mold-Masters sales reps administration capabilities for synchronization. Today informed of any concerns that customers may have. all of Mold-Masters’ North American operations use CDC Software | The Customer-Driven Company™ CRM Case Study | 3
  4. 4. The orders that Mold-Masters is going after no longer We’re pleased with what we’ve done with our Pivotalexist in a single market—they span countries and CRM system; I can’t even envision the impact on oursuppliers. Over the course of using Pivotal CRM business if we had not implemented such a solution.at Mold-Masters, the company’s sales have grown I don’t think we would be able to service and supportconsistently, and the CRM platform has grown with our customers without it, to be honest.”them. “Although this sales growth is not the resultof Pivotal CRM alone,” says Vettor, “the producthas allowed us to expand without adding resources. Want to learn more? Resource Library Reach Out www.cdcsoftware.com/crmresources Email: info@cdcsoftware.com CDC Pivotal CRM Global Office Locations www.cdcsoftware.com/crm www.cdcsoftware.com/offices See How We Fit Your Industry Stay Connected With CDC Software www.cdcsoftware.com/FinancialServices http://www.cdcsoftware.com/en/Social-Media-Channels www.cdcsoftware.com/HomeBuildingRealEstate www.cdcsoftware.com/Manufacturing www.cdcsoftware.com/SMBCopyright © CDC Software 2011. All rights reserved. The CDC Software logo is a registered trademark of CDC Software.CDC Software | The Customer-Driven Company™ CRM Case Study | 4