Case Study: Sumitomo Heavy Industries streamlines product service by 75% and cuts repair time from 2 months to 2 weeks with Velosio (Microsoft Dynamics 365)

Cryogenics manufacturer streamlines product service by more than 75 percent

Sumitomo Heavy Industries (SHI) Cryogenics Group, a global manufacturer of cryogenic equipment, needed a centralized, cloud-based customer service platform to improve service and repair processes, provide real-time product visibility to customers, and meet quality standards. Working with Velosio, SHI implemented Microsoft Dynamics 365 (including Dynamics 365 Customer Service and Dynamics 365 Sales) to replace manual spreadsheets and fragmented processes.

Velosio helped SHI deploy and customize Dynamics 365—starting with a trial and expanding to global users—adding real-time product telemetry, a curated knowledge base, case management for returns, and a product catalog for sales. As a result, SHI reduced repair turnaround from two months to two weeks (a >75% improvement), supported new product line growth, contributed to significant sales and service profit gains in the U.K., and improved customer visibility and scalability when production rose from 700 to 1,500 units.

Sumitomo Heavy Industries

Anthony Pothecary

Operations and Quality Manager