Case Study: TW Metals achieves 215% ROI and boosts sales productivity with Microsoft Dynamics 365

TW Metals, Inc. - Customer Case Study

TW Metals, an O’Neal Industries company and global distributor of specialty metals, faced a fragmented CRM built on Lotus Notes/ACT! that left customer data inaccessible, slowed field sales, and made reporting and manager oversight difficult. After moving to Office 365, the company sought a cloud CRM that would integrate with its ERP and provide centralized, mobile access to customer records.

TW implemented Microsoft Dynamics 365 in a phased rollout with partner Neudesic, trained sales teams, and centralized customer data for mobile use. The solution boosted outside-sales productivity (~14%), saved managers about 2.5 hours per week, eliminated Lotus Notes license and one admin role, avoided hiring three reporting staff, and delivered a 215% ROI with a six‑month payback and roughly $1.12M average annual benefit.

TW Metals

Erica McIntosh

Marketing Services and CRM Manager