Mitsubishi-Caterpillar Improves Processes, Increases Customer Satisfaction

As part of a joint venture between forklift manufacturers Mitsubishi and Caterpillar, Mitsubishi Caterpillar Forklift Europe (MCFE) manufactures, sells, and distributes forklifts and their related spare parts throughout Europe, the Middle East, and Africa. MCFE wanted a centralized system for tracking customer service requests, and also sought to improve its forklift configuration application. MCFE selected Microsoft Dynamics™ CRM and Experlogix to track all customer service requests and resolutions, and deployed a dealer-facing portal to streamline forklift configuration and other processes.

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