Watson-Marlow Fluid Technology Solutions (Watson-Marlow) has always been at the front of innovation, and in 2022, the company made a strategic shift towards becoming a customer solutions provider.
To successfully make this transition, Watson-Marlow prioritised implementing a comprehensive Customer Relationship Management (CRM) system. Before diving headfirst into the CRM project, Watson-Marlow recognised the need to gain a deeper understanding of its needs and challenges.
As a result, they decided to initiate a three-month Explore project with Columbus that would lay the groundwork for the subsequent main project, ensuring a solid foundation for successful implementation. Watson-Marlow successfully deployed the CRM solution to 39 sales companies, and three supply sites.
“We recognised that delivering a CRM system on its own wasn't a solution. We needed to build the right connections with our people and also consider the processes that need to come together to function effectively. This included ensuring that the information in the system was accurate and meaningful.”
- Emma McLeod, Transformation Lead at Watson-Marlow Fluid Technology Solutions.
About
- Watson-Marlow is a world leader in peristaltic pump manufacture and associated fluid path technologies for the life sciences and process industries.
- In 1969, Watson-Marlow relocated its base to Falmouth, Cornwall. Since then, the company has expanded geographically to serve 47 markets worldwide. The company comprises several leading brands, each specialising in niche fluid transfer technologies.
- Watson-Marlow is part of Spirax Group, a FTSE-100 company. As part of Spirax Group, Watson-Marlow shares a purpose to create sustainable value for all its shareholders by engineering a more efficient, safer, and sustainable world.