"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."

1. Mold-Masters
Turning 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 CRM
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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 customer
CRM 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 in
workflows, and Asia, collaborating with new
management tool to deal with the situation. But
it wasn’t really a CRM system that would give
data 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 Edge
functionality in the Responding Mold-Masters wanted to implement a CRM system
that would improve customer relationships and
software and we Decisively
improve sales and marketing efficiency. “We needed
can give it to to Change something that would enable our field sales reps,
sales management, and headquarters staff to work
them quickly. This As the plastics
from a single set of customer information so they
manufacturing industry
is one of Pivotal becomes more global,
could support one another,” explains Fischer. “This
drove us to look for a better solution. We investigated
CRM’s strengths. Mold-Masters’ presence
a number of alternatives; Pivotal CRM proved to be
around the world is
Dario Vettor, Director of IT,
the most dynamic and flexible solution for us.” Sales
Mold-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
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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 30
The fact that we vision means making data
Mold-Masters agents and representatives around the
accessible so that everyone
implement 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 Pivotal
like Pivotal CRM enables our people to make SyncStream to exchange customer information
simply confirms informed decisions because with the central database. Data synchronization
they understand the needs used to be based on Microsoft® Exchange, which
our commitment of customers better,” placed a substantial burden on the company’s
to 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 data
shows the industry exactly what each customer during exchanges. With the latest HTTP-based
that 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,” notes
edge, not just in Vettor. “Remote users can even stop the transfer at
Building on a New any time. When they reconnect, Pivotal CRM picks up
the technologies where it left off—administration is much easier.”
Foundation
we use to build our
Mold-Masters has been Expanding Beyond CRM
products, but the using Pivotal CRM since
According to Vettor, implementing Pivotal CRM has
technologies we 1998. When it came to
improved the quality of Mold-Masters’ customer
deploying the Pivotal
rely 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 assistance
our customers. required, they came in
processes, workflows, and data integration. From
Dario 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. The orders that Mold-Masters is going after no longer We’re pleased with what we’ve done with our Pivotal
exist in a single market—they span countries and CRM system; I can’t even envision the impact on our
suppliers. 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 support
consistently, and the CRM platform has grown with our customers without it, to be honest.”
them. “Although this sales growth is not the result
of Pivotal CRM alone,” says Vettor, “the product
has allowed us to expand without adding resources.
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