Case Study: UD Trucks achieves integrated, year‑round aftermarket support and faster field service with Microsoft Dynamics 365

Pursuing Better Life through year-round logistics support accelerating DX with a Microsoft Dynamics 365

UD Trucks, a Japan‑headquartered commercial truck maker operating in 60 countries with 60,000 telematics‑connected trucks in Japan, adopted a “Better Life” purpose to boost uptime and frontline efficiency. Facing fragmented, area‑specific systems and Japan‑unique inspection requirements that slowed Call Center–Customer Center workflows and hindered data‑driven decisions, the company set out in 2018 to find a unified customer information management platform.

UD Trucks chose Microsoft Dynamics 365 and worked with Microsoft Consulting Services to build “UD Dynamics,” developed remotely with rapid cycles that resolved more than 400 test cases and piloted at three customer centers. The integrated Customer Service, Sales and Field Service solution streamlined information sharing (including telematics location mapping), cut manual handoffs and errors, eased vehicle management for frontline staff, and is being rolled out to 165 locations (about 1,500 users) to handle roughly 500,000 work orders per year.

UD Trucks

Martin Jerresand

Vice President Uptime & Retail, Japan Sales