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