Case Study: Toyota Industries Corporation achieves maximized forklift uptime and 20–25% reduced field-service man-hours with Experlogix

Toyota Industries Corporation Improves Service Operations to Maximize Uptime for Their Customers

Toyota Industries Corporation, a global leader in industrial vehicles (forklifts account for ~60% of its business), needed to standardize and improve after‑sales service worldwide. The company faced fragmented, paper‑based field operations across distributors, limited visibility into KPIs and technician work, and sought to reduce man‑hours while enabling predictive, condition‑based maintenance through IoT and telematics.

Toyota deployed Microsoft Dynamics 365 for Field Service on Azure with Microsoft Enterprise Services to create the GMSS cloud‑based, mobile service platform. The system digitized scheduling, dispatch, inspections and service reports, gave technicians real‑time access to materials, and linked machine telematics for proactive maintenance. In India the rollout streamlined preparation and reporting, and is expected to cut technician man‑hours by 20–25%, improve uptime, standardize service quality and boost customer satisfaction as it expands globally.

Toyota Industries Corporation

Michio Yonezawa

General Manager, Services Department