Case Study: Toyota Industries Corporation achieves maximized forklift uptime and streamlined, paperless field service with Microsoft Dynamics 365

Toyota Industries Corporation improves service operations to maximize uptime for their customers

Toyota Industries Corporation, a Toyota Group company and global leader in forklifts, compressors and looms, aimed to improve after‑sales service to maximize forklift uptime and deliver consistent, high‑quality support worldwide. The challenge was to visualize and standardize service operations, eliminate paper processes, reduce man‑hours, and shift from time‑based inspections to preventive and predictive maintenance using telematics and IoT.

Partnering with Microsoft Enterprise Services, Toyota implemented the Global Mobile Service Solution (GMSS) built on Dynamics 365 for Field Service and Azure telematics, beginning in India. GMSS provides mobile scheduling, paperless service reports, on‑device manuals and KPI dashboards, reducing technician hours by an estimated 20–25%, improving operational efficiency, standardizing global service delivery, and laying the groundwork for failure prediction and expanded deployment.

Toyota Industries Corporation

Michio Yonezawa

General Manager, Services Department