Metso renews its services business management with Microsoft cloud services

In the first phase of the development program, Metso modernized customer data management and its sales, customer relationship, and marketing practices.

Metso chose Microsoft Dynamics 365 as its global platform for customer data management, replacing its old, rigid CRM system. The choice was based on a thorough evaluation and created a scalable cloud foundation for leading customer relationships, sales, and marketing. Twoday acted as Metso’s end-to-end partner in implementing Microsoft cloud solutions. This renewal enabled a unified customer data collection, analysis, and utilization across the organization.

Simo Puumalainen, Head of Metso’s Deliver Service Process, describes the transformation:
“As a company, we are fundamentally changing how we use data. Previously, information was fragmented across multiple places and people. We aim to collect data, for example, from the installed base or delivery pipeline, analyze it, and respond to our customers’ needs based on that insight. Our ability to react has already improved.”

After renewing customer relationship management, Metso modernized global spare parts sales and technical customer service. The update provided global and local functions and teams with improved visibility into customer data. This enabled Metso to respond more quickly to customer needs and enhance the overall customer experience.

Next, Metso enhanced service operations management. We built a solution based on Dynamics 365 Field Service to support Metso’s rapidly growing field service operations. The solution helps Metso improve resource planning, scheduling, work order management, and field workforce coordination, for example, for employees performing equipment upgrades. Supplier information management was also added to provide transparency from customers, all the way to the suppliers.

Metso also invested in project information management to provide project managers with a complete view of all project components and the related customer service activities. Additionally, the company implemented a customized Microsoft Azure-based solution for managing and monitoring installed equipment, thereby enhancing the customer service experience.

• After the renewal Metso can respond more quickly to customer needs across its service functions. According to initial customer feedback and NPS measurements, service quality has improved. Centralized customer data makes tracking the requests easier and provides different teams with visibility into customer information, simplifying follow-up activities. Service workloads can be monitored in real time, enabling teams to be directed where the need is greatest.

• Updated processes and cloud-based systems have increased transparency. Globally standardized operating methods and Microsoft’s cloud-based data systems ensure information is stored centrally and no longer remains with individual employees. Cloud-based integrations bring together data from different systems, enabling teams to use it more effectively.

• Power BI has become central to business intelligence reporting and building a complete view of the business. Its mobile app and embedded dashboards provide leadership with real-time insights, and each employee can filter the view according to their needs. This has made tracking targets significantly easier.

Dynamics 365, Azure solutions, and Power BI together form a sustainable foundation that supports data-driven service operations. Cloud-based architecture enables flexible and cost-efficient expansion and development of solutions.