Flowserve uses iBaan for CRM to aid customer collaboration

Dallas, Tex. – To improve data sharing and collaboration, and allow customers to build and buy online, Flowserve Corp. announced Jan. 15 that it has implemented iBaan for CRM from Baan (Golden, Colo.), a provider of B2B collaborative commerce solutions and a unit of the Invensys Software Systems division of Invensys plc. Flowserve supplies of flow control products to the process industries.

Baan’s iBaan E-Configuration and iBaan SalesPlus solutions will help Flowserve enhance information delivery and collaboration between customers, management and its salesforce, and will allow its customers to build and buy solutions online at any time from any location. This is expected to enable Flowserve to quickly and efficiently deliver product matches to customers’ specifications online and increase return on investment.

iBaan E-Configuration is being installed at Flowserve’s Industrial Valves business unit to enable users with a PC or handheld device and a standard web browser to get correct, complete configurations online in minutes. iBaan SalesPlus has been implemented in the Control Valves business unit of Flowserve’s Valves division and the Nuclear business unit of the company’s Pumps Division. It enables Flowserve to organize all of its account information in one place, so everyone involved in the sales process can have access to current information, such as on-demand quotes and up-to-the-minute pricing.

‘We are continually streamlining the company for enhanced value creation, and iBaan for CRM solutions are an important part of this strategy. They help enhance collaboration between us, our mobile salesforce and our customers, improving coordination and enabling us to manage projects better,’ says Todd Roeller, Flowserve’s IT project manager. ‘iBaan SalesPlus lets management and back-office staff know when a sale is likely to come through, and also informs our sales staff when a sales opportunity is opening up. iBaan E-Configuration can help us focus our sales service more on empowering customers, providing them with all the information they need and enabling us to deliver the products that exactly match their specification in the minimum turnaround time.

‘We now have full visibility of the sales pipeline, the ability to track all sales across the enterprise, and share data across our global network. This is leading to considerable increases in our pipeline and forecast projections. We are currently loading our product data into the system, and customers will soon be able to access a complete configuration service over the Internet, armed with nothing more than a URL and a secure password. We are also working on rolling the whole solution out across more of our business units, and we’re confident that the benefits we gain from it will continue to increase.’

Baan adds that its iBaan for CRM is a combination of systems, software and applied business intelligence that can help organizations maximize customer acquisition, loyalty, retention and profitability. It combines front-office technologies with back-office efficiency and delivers cross-enterprise analytics to help customers effectively manage core business processes. Through a continuum of real-time information, iBaan for CRM supports roles, devices, channels and touch-points throughout the enterprise.

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