New CRM Strategy for Flowserve

22.04.2003

Flowserve announced that it has engaged Computer Sciences Corporation to develop and execute a Customer Relationship Management (CRM) strategy for the global manufacturer.

Working with CSC, Flowserve will implement a CRM approach that will enable a comprehensive understanding of its customer's needs, and improve the ease with which it can offer multiple products from its various divisions that include pump, valve, and seals.

"We're trying to mirror the way many of our customers want to view Flowserve -- as a global entity that has a complete snapshot of each customer's needs and provides the right products to help them meet their specific goals," said John Jacko, Flowserve's corporate vice president of Marketing and Communication. "Today, it's difficult for customers and Flowserve to look across the organization and understand how the key customer requirements and satisfaction are affected across the divisions.

"CSC did the best job of articulating a holistic vision and possesses a proven ability to execute a CRM strategy that will help us integrate our value chain to provide the most distinctive customer service," Jacko said. "They reminded us that CRM is not a concept that can be operationalized in a silo environment. Flowserve was pleased that CSC's approach supports the integration of the company's various legacy systems across its divisions and links those with the supply chain for customer value across our extended enterprise."

Jacko said that by integrating supply chain planning and CRM, Flowserve would be able to conduct more accurate sales and operations planning. An integrated CRM approach will enhance Flowserve's business segment management knowledge about the demand for products, and how that demand impacts manufacturing and engineering. For example, the supply chain system could initiate requests for the supplies necessary to create a finished product the moment a customer places an order.

"Flowserve has a game-changing opportunity here," said Paul Thompson, leader of CSC's Consulting Group National CRM Practice. "CSC is excited to be a part of this transformation, which will quickly position Flowserve to proactively address its customer needs across multiple divisions -- now and well into the future."

Flowserve Corporation (NYSE: FLS) is one of the world's leading providers of industrial flow management services. Operating in 34 countries with approximately 14,000 employees, the company produces engineered and industrial pumps for the process industries, precision mechanical seals, automated and manual quarter- turn valves, control valves and valve actuators, and provides a range of related flow management services.

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