Customer Dynamics and DeltaValve

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Customer Dynamics began working with DeltaValve when Greg Lamb, project manager and industry analyst for the energy industry manufacturer, realized that the company needed a better way to handle customer information.

“We were laying the track at the same time we were running the train over it,” Lamb says. DeltaValve makes essential components for petroleum refining, and they needed quick access to information for over 200 installations worldwide. “We needed a better way to keep track of what products they had; what the serial numbers were; when we shipped it to them; whether we’d invited them to one of our seminars or workshops. We needed to do a better job of managing information about both our customers and our prospects.”

Lamb knew that a customer relationship management solution was what the company needed. He incited Customer Dynamics, among other CRM specialists, to present a solution for DeltaValve.

“Security and integration were the two key factors for us,” says Lamb. “We wanted the data to remain in-house, under our control. And we wanted the CRM system to integrate with the Microsoft suite we used.”

Microsoft Dynamics CRM integrates perfectly with other Microsoft applications, creating a comfortable, familiar work environment for most companies. DeltaValve was no exception.

Customer Dynamics joined with Lamb and the company’s IT manager to get the system comprehensively mapped to all the disparate data sources for data migration. Challenges in the project included fast growth in the company and hesitation from some key players.

The hesitation disappeared once management began to see the kinds of reports the system provides. “At that point we started to get a lot more buy in,” says Lamb.

One of the key innovations Customer Dynamics has helped engineer is linking the system with industrial databases to make it easy to access information on prospects directly from within Microsoft Dynamics CRM. Key people at each refinery, what equipment they have, and the location – linked into Google maps-- are now at the fingertips of every company sales person. “I don’t think anybody else in the business has done that,” Lamb says. “We can now click on Google maps, as well, to find the most convenient airport to fly into.”

Customer Dynamics has subsequently worked with parent company Curtiss-Wright to help extend Microsoft Customer Dynamics CRM more broadly across the entire enterprise.