Case Study: Roland Corp achieves streamlined service order management and real-time warranty tracking with Neuron ESB

Automated tracking system streamlines service order management

Roland DGA, the U.S. arm of Roland DG and a leading provider of wide‑format printers, struggled with disparate, paper‑based processes across its dealer and distributor network. The company could not efficiently track end users and products, manage warranties and replacement parts, or produce timely reports, creating long delays, frequent manual data entry and poor visibility into service and reimbursement workflows.

Roland implemented a Neuron ESB integration that connects a public R‑Net Pro SharePoint/InfoPath dealer portal with Microsoft Dynamics CRM and Great Plains, synchronizing service orders, warranty data and inventory across systems. The automated solution provides real‑time visibility, reduced manual touchpoints, faster parts shipments and payments, improved reporting and inventory control, and saves about 8 minutes per claim (roughly 50 hours/month on 400 claims), boosting dealer satisfaction and operational efficiency.

Roland Corp

Bob Castle

CIO