Cryogenics Streamlines Services with Dynamics 365
**Velosio Case Study: SHI Cryogenics Group**
**About the Company**
SHI Cryogenics utilizes Dynamics 365 Customer Service to extract and manage data from its products. This system allows the company to access real-time product information and share it with customers, helping them understand performance issues and service requirements. It also provides vital data to internal engineers, which aids in analyzing problem trends, conducting preventive maintenance, repairing equipment, and facilitating the development of improved future products.
**The Challenge**
A key client of SHI Cryogenics was keen to gain deeper insights into the cryogenic products it utilizes, specifically regarding their performance, servicing frequency, and the nature of those services. The client also needed to ensure compliance with ISO 9001 quality standards. Previously, SHI Cryogenics managed this data through spreadsheets and other tools that relied on inefficient and time-consuming manual processes. The request for greater visibility from the customer offered SHI Cryogenics a chance to not only enhance customer satisfaction through better reporting but also to transform its entire service and repair operations.
**The Solution**
To maintain its position as a leading innovator in research and development, SHI Cryogenics aimed to establish a centralized customer service platform. Collaborating with partner Velosio, the company implemented Microsoft Dynamics 365 to improve service and repair processes, enhancing customer support and value. Shortly after trialing Dynamics 365, SHI Cryogenics recognized the benefits of these advanced business applications and proceeded to fully adopt Dynamics 365 Customer Service, expanding its use to include a broader range of users, products, and customers, including its conglomerate partners, MRI.
**Results**
- Streamlined global operations
- Improved data accuracy
- Enhanced product offerings
- Increased efficiency
- Revenue growth