Case Study: SHI Cryogenics Group achieves faster customer service and repair turnaround with Microsoft Dynamics 365

Cryogenics manufacturer streamlines product service by more than 75 percent, increases revenue with Dynamics 365

SHI Cryogenics Group, a global cryogenics manufacturer, needed a centralized customer service platform to replace spreadsheet-based, manual processes and provide better visibility into product performance, service activity, and ISO 9001 quality compliance. Working with Microsoft Dynamics 365 Customer Service and partner Velosio, the company aimed to improve service and repair operations while supporting a growing worldwide customer base.

Microsoft Dynamics 365 Customer Service helped SHI Cryogenics Group access real-time product data, streamline case management, and create a shared knowledge base for faster, more consistent support. The result was a major operational improvement: product repair turnaround times dropped from two months to two weeks, and the company also supported sales growth and contributed to a significant increase in UK sales and service profits over five years.

SHI Cryogenics Group

Laura Enderes

Quality Assurance