Sales and field service in one CRM,
with machine data from headquarters in Japan

The challenge

Makino Korea sells machine tools and services the machines installed at customer sites. It needed sales, field service and machine data in one place, with the machine status held at headquarters in Japan visible from Korea as well.

What we did

Sales and service were built together on Dynamics 365. Sales reports its activities and service handles field work reports and orders directly in the CRM.

A lightweight relay service connects the CRM to the system in Japan, so looking up a machine also shows its operating status from headquarters.

Scope

• Sales CRM and activity reports
• Field service (after-sales) CRM
• Field work reports and orders
• Integration with machine data in Japan

What changed

Service staff now check a machine’s operating status right in the CRM, and sales and service see customers and machines together in one system.