Case Study: Custom Gauge Equipment Manufacturer Improves Customer Satisfaction with The TM Group and Microsoft Dynamics 365

Custom Gauge Equipment Manufacturer improves service visibility with The TM Group and 2-system integration

The TM Group worked with a custom gauge equipment manufacturer based in Michigan that was facing challenges in customer service. The company needed to provide its field service agents with real-time updates on repair and order statuses to better inform their customers. Additionally, their sales and customer service teams lacked a way to receive new business leads from sources other than direct customer inquiries.

To solve this, The TM Group implemented Microsoft Dynamics 365 Customer Engagement. This solution provided the field agents with mobile tools for real-time updates and gave teams access to complete sales and repair histories. The system was integrated with the company's existing MAX ERP using eOne SmartConnect. As a result, the manufacturer improved transparency and end-to-end communication, enabling field agents to better manage client relationships and keep customers informed on their own terms.