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Mitsubishi Caterpillar Forklift Europe (MCFE) is a joint venture between forklift manufacturers Mitsubishi and Caterpillar. The company manufactures, sells, and distributes 18,000 forklifts and related spare parts each year. MCFE relied on manual or sometimes paper-based processes to support dealer inquiries and orders, resulting in missed orders or unanswered dealer requests. To improve the forklift configuration and ordering process, the company deployed Microsoft Dynamics CRM 4.0. Because of the flexible xRM development platform that underpins Microsoft Dynamics CRM, MCFE created several customized applications. By using xRM to rapidly develop relational business applications, MCFE has increased employee productivity, improved its ability to respond to business needs, reduced development costs by 60 percent, and improved order processing times.
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