Customer Stories
Japanese Manufacturing Leader Boosts Operations with Next-Gen CRM Built on Mendix
Xebia helped a Japanese manufacturing giant modernize its in-house CRM using Mendix platform, simplifying service workflows across multiple countries and enabling faster operations with better visibility.
At a Glance
Challenge
Legacy CRM slowed repairs, reimbursements, and stock management
Solution
Next-gen CRM developed on Mendix with modern dashboards, multi-channel integrations, and case management capabilities
Results
Faster development, greater efficiency, scalable service operations
The Client
A global leader in imaging, printing, and visual communications, the Japanese technology manufacturer generates billions in annual revenue and employs over 80,000 people worldwide
The Challenge: Legacy CRM Impacting Service Operations
The client depended on a custom-built CRM to manage onsite repairs, reimbursements, and inventory across multiple countries. As the business scaled, the platform's rigid and outdated architecture slowed down workflows and limited scalability, leading to longer turnaround times for processing repairs and reimbursements. Fragmented data and manual processes restricted visibility into parts, requests, and operations, resulting in inefficiencies in repair and service tasks. Service delays and incomplete visibility into repair statuses eroded customer trust, while manual interventions increased the risk of errors. To move forward, the client needed a modern and scalable CRM that could unify operations, enhance efficiency, and support global service teams.
The Solution: Next-Gen CRM built on Mendix Platform
Xebia began with a consulting phase, analyzing the legacy CRM, business challenges, roadmap and built prototypes on Mendix to visualize the future system. Using the Mendix platform, Xebia has delivered a next-gen solution with:
- Revamped CRM Application: Supporting repair processes across 3 countries.
- Improved Architecture: Seamless integrations for a 360° view of products, parts, and requests.
- Role-Based Dashboards: Real-time analytics, reminders, and prioritization to manage SLAs and deadlines effectively.
- Dynamic Case Management Framework: Flexible structure to manage complex service requests end-to-end.
Tech Stack: Mendix (on-premises deployment)
The Results: Faster, Smarter and Scalable Operations
With Xebia's low-code expertise, the client transformed its CRM application into a modern, agile platform that:
- Accelerated development cycles with iterative feedback from global teams.
- Improved efficiency through automation and streamlined workflows.
- Supported scalable applications tailored to evolving business needs.
- Ensured better visibility and control with dashboards and analytics.
- Enabled data-driven decision-making with real-time insights into service performance, parts availability, and reimbursement cycles.
Together, these improvements boosted internal efficiency and enhanced customer satisfaction by ensuring faster resolutions and consistent service across global markets.
Looking Ahead
With an agile and rapid application development platform, the client is well-positioned to scale its services across new markets, and business functions, optimize global service delivery, streamline internal operations, and strengthen customer relationships.
Ready to modernize legacy apps? Talk to Xebia experts today!
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