Forklift Manufacturer Improves Processes and Increases Customer Satisfaction

Benefits

• Established a centralized customer contact database.
• Created a knowledge base for managing customer service requests.
• Enabled a forklift configuration portal for dealers.
• Streamlined order entry processes.
• Improved customer service effectiveness.

Mitsubishi Caterpillar Forklift Europe (MCFE) manufactures, sells, and distributes more than 18,000 forklifts each year throughout Europe, the Middle East, and Africa. The organization needed a way to capture sales and service information in a single repository and extend configuration and spare-parts order processes to its distributors throughout the region. Microsoft Dynamics™ CRM delivered out-of-the-box sales and service functionality, workflow automation, and management visibility into data. Equally important, MCFE was able to deliver a portal solution to its distributors, all on the Microsoft® environment its people already knew and used.

“We have been able to reduce the amount of time we spend on service calls by an average of 80% per call. We can now spend far more time improving the total quality of our business.”

Robert Vleeschhouwer, General Manager Information Systems Department