Pain Point: Customer Service

Happy customers are a key component to future growth. Here’s what Yokogawa thinks:

“Previously, we had no systematized way of tracking customer identities,” says Dan Dorn, Senior Systems Support Engineer at YCA. “Employees would record contacts differently, so we were unable to consistently track activity with individual accounts. The customer entity framework in Microsoft Dynamics CRM eliminates that confusion—not only within our group, but across whatever groups that have access to the system.”

YCA and SalesMetrix configured Microsoft Dynamics CRM to make the most of on-site field services visits. Now, when technicians respond to a services call, they use the solution running on tablet PCs to record their activity, potential sales opportunities, and even fill out invoices with electronic signatures from the customer. The solution works in offline mode when Internet connectivity is unavailable; once connected, Microsoft Dynamics CRM automatically uploads the information to YCA’s servers.

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