Case Study: Mitsubishi Caterpillar Forklift Europe achieves 80% faster service resolution and streamlined dealer configuration with Experlogix

Forklift Manufacturer Improves Processes, Increases Customer Satisfaction

Mitsubishi Caterpillar Forklift Europe (MCFE), a manufacturer and distributor of over 18,000 forklifts annually across Europe, the Middle East, and Africa, needed to consolidate scattered sales and service data and stabilize dealer-facing configuration and spare-parts ordering. Their MAPICS AS/400 ERP and numerous small regional databases couldn’t provide unified contact management, case tracking, or reliable dealer visibility, causing slow issue resolution and poor management insight.

MCFE implemented Microsoft Dynamics CRM with the Experlogix Configurator and a dealer portal to centralize customer contacts, automate workflows, and provide a single case-management system. The solution streamlined order entry, created a knowledge base for service requests, and gave dealers real-time configuration access — reducing time spent on service calls by about 80% and significantly improving service effectiveness and management visibility.

Mitsubishi Caterpillar Forklift Europe

Robert Vleeschhouwer

General Manager, Information Systems Department