Intralox boosts customer service effectiveness with Dynamics 365
Quote from bsdinsight on 21 May 2025, 16:29Intralox, a subsidiary of Laitram Corporation, provides highly specialized and innovative conveyance technologies and services that enhance food safety, power e-commerce, and solve material handling challenges for food processing, industrial manufacturing, and logistics industries worldwide. The industry leader in complex conveyance systems, Intralox focuses on continual improvement to meet the evolving needs of its customers.
Centralization is key to stellar customer service
Intralox is rightfully proud of its 99.4 percent customer service accuracy rate. Providing exemplary service while streamlining processes to improve efficiency is an important part of the company’s business strategy. And, as the eyes of the organization, the customer service teams see firsthand how well their systems are working, and where further innovation could help.
More than 500 customer service representatives and field service technicians manage more than 80,000 accounts globally. With 18 languages to support and a conglomeration of technologies for call center activity and customer relationship management (CRM), providing consistent communication and outstanding service to new and established customers was challenging. Intralox wanted a centralized system that would help it connect more closely with customers, improve the productivity of customer service and field service teams, and boost customer satisfaction.
Intralox chose Microsoft Dynamics 365 to enhance and standardize service operations and meet the modern demands of its growing customer base. The company partnered with Hitachi Solutions to seamlessly implement cost-effective solutions that address the unique challenges remote customer service teams face.
Intralox began the shift from Oracle CRM On Demand to Dynamics 365 in 2019. Dynamics 365 Sales went online first, followed by Dynamics 365 Customer Service in 2020 and Dynamics 365 Field Service in 2021.
“With Microsoft Dynamics 365, we went from using several different systems that required redundant tasks, or had gaps in data flow, to a fully unified, secure, and easily managed solution for our customer service and field service teams,” says Jordan Farley, Customer Service Business Lead at Intralox.
[presto_player id=102144]
Automation improves efficiency
It was time to upgrade the company’s previous systems to unify and standardize processes, as well as take better advantage of new automation capabilities. Dynamics 365 brought customer information and service management together, making hand-offs from customer service to field service smooth and fluid. With fully integrated and centrally managed customer and activity management, Dynamics 365 allows teams to share up-to-date information to provide the best service possible. And Dynamics 365 is agile and flexible, integrating easily with other Intralox applications like Cisco IP Telephony for voice capability, and Oracle Enterprise Business Suite enterprise resource planning (ERP) system.
“Our global customer service team relies on the localization and voice capabilities of Dynamics 365 omnichannel for 24/7 access to customer information when providing remote customer support. It has already proven to increase the productivity of our customer service team,” explains Andrew Koehler, Sales Business Lead at Intralox.
With more than 2,400 service visits each year, ranging from initial consultations, custom system design, and installation to regular system health checks and equipment repairs, intelligent automation that simplifies service order creation and shortens response time is key. For instance, when a conveyor product needs to be installed or serviced, Dynamics 365 pulls information about the product components from the Oracle ERP system, providing asset details needed for service activities. A Power Pages app displays the information in a system-specific work order template, prompting field technicians for equipment and task details. Work orders are generated quickly, saving time and reducing data entry errors. Another Power Pages app automates the creation of field service inspection reports, using job-specific data to generate questions relevant to a specific piece of equipment.
Precise service tasks make assigning resources easy. Dispatchers use Dynamics 365 Universal Resource Scheduling to match work orders with technicians’ specialized skills, knowledge of unique equipment, history with particular customers, and availability. Scheduling the right technician is simple with a drag-and-drop interface—and dispatchers can use the same scheduling board to align the arrival of specialized equipment with technicians’ appointment times. The result is fewer support calls, more accurate work orders, and timelier dispatch of technicians, eliminating the need for callbacks.
Intralox, a subsidiary of Laitram Corporation, provides highly specialized and innovative conveyance technologies and services that enhance food safety, power e-commerce, and solve material handling challenges for food processing, industrial manufacturing, and logistics industries worldwide. The industry leader in complex conveyance systems, Intralox focuses on continual improvement to meet the evolving needs of its customers.
Centralization is key to stellar customer service
Intralox is rightfully proud of its 99.4 percent customer service accuracy rate. Providing exemplary service while streamlining processes to improve efficiency is an important part of the company’s business strategy. And, as the eyes of the organization, the customer service teams see firsthand how well their systems are working, and where further innovation could help.
More than 500 customer service representatives and field service technicians manage more than 80,000 accounts globally. With 18 languages to support and a conglomeration of technologies for call center activity and customer relationship management (CRM), providing consistent communication and outstanding service to new and established customers was challenging. Intralox wanted a centralized system that would help it connect more closely with customers, improve the productivity of customer service and field service teams, and boost customer satisfaction.
Intralox chose Microsoft Dynamics 365 to enhance and standardize service operations and meet the modern demands of its growing customer base. The company partnered with Hitachi Solutions to seamlessly implement cost-effective solutions that address the unique challenges remote customer service teams face.
Intralox began the shift from Oracle CRM On Demand to Dynamics 365 in 2019. Dynamics 365 Sales went online first, followed by Dynamics 365 Customer Service in 2020 and Dynamics 365 Field Service in 2021.
“With Microsoft Dynamics 365, we went from using several different systems that required redundant tasks, or had gaps in data flow, to a fully unified, secure, and easily managed solution for our customer service and field service teams,” says Jordan Farley, Customer Service Business Lead at Intralox.
Automation improves efficiency
It was time to upgrade the company’s previous systems to unify and standardize processes, as well as take better advantage of new automation capabilities. Dynamics 365 brought customer information and service management together, making hand-offs from customer service to field service smooth and fluid. With fully integrated and centrally managed customer and activity management, Dynamics 365 allows teams to share up-to-date information to provide the best service possible. And Dynamics 365 is agile and flexible, integrating easily with other Intralox applications like Cisco IP Telephony for voice capability, and Oracle Enterprise Business Suite enterprise resource planning (ERP) system.
“Our global customer service team relies on the localization and voice capabilities of Dynamics 365 omnichannel for 24/7 access to customer information when providing remote customer support. It has already proven to increase the productivity of our customer service team,” explains Andrew Koehler, Sales Business Lead at Intralox.
With more than 2,400 service visits each year, ranging from initial consultations, custom system design, and installation to regular system health checks and equipment repairs, intelligent automation that simplifies service order creation and shortens response time is key. For instance, when a conveyor product needs to be installed or serviced, Dynamics 365 pulls information about the product components from the Oracle ERP system, providing asset details needed for service activities. A Power Pages app displays the information in a system-specific work order template, prompting field technicians for equipment and task details. Work orders are generated quickly, saving time and reducing data entry errors. Another Power Pages app automates the creation of field service inspection reports, using job-specific data to generate questions relevant to a specific piece of equipment.
Precise service tasks make assigning resources easy. Dispatchers use Dynamics 365 Universal Resource Scheduling to match work orders with technicians’ specialized skills, knowledge of unique equipment, history with particular customers, and availability. Scheduling the right technician is simple with a drag-and-drop interface—and dispatchers can use the same scheduling board to align the arrival of specialized equipment with technicians’ appointment times. The result is fewer support calls, more accurate work orders, and timelier dispatch of technicians, eliminating the need for callbacks.
