Case Study: Intralox achieves more efficient customer service with Microsoft Dynamics 365

Intralox boosts customer service effectiveness with Dynamics 365

Intralox, a subsidiary of Laitram Corporation, needed a centralized way to improve customer service and field service across more than 80,000 global accounts, 500+ service staff, and 18 languages. With multiple disconnected systems creating redundant work and data gaps, the company turned to Microsoft Dynamics 365, including Dynamics 365 Customer Service, Field Service, Sales, and Contact Center, to unify service operations and better support customers worldwide.

Microsoft Dynamics 365 helped Intralox automate work order creation, streamline case management, improve scheduling, and give agents and technicians a 360-degree view of customer and asset data. The results included faster response times, fewer callbacks, less manual admin work, and stronger omnichannel support, with a 2,140 percent increase in customer call activities since implementation and major gains in efficiency across case and work order handling.

Intralox

Jordan Farley

Customer Service Business Lead