Global High-tech Manufacturer Boosts Productivity by 33% & Enhances CX Through Streamlined Field Service Excellence

Business Challenges

Kyocera, a leading global high-tech manufacturer faced significant operational challenges in customer support and dealer management:
  • CS agents switched screens between their CRM, Contract and Inventory Management systems to get the information needed. This led to delays, inefficiencies and CSAT issues.
  • Outdated, paper-based work orders for dealer handoff reduced speed to market and visibility.
  • Limited customer support via email and phone, overwhelmed staff and compromised service quality.

Strategic Solution

  • Our strategy was to centralize applications for service teams by implementing Salesforce FSL and integrating contract management, ERP (SAP), banking interfaces, and metering systems.
  • Launched Customer and Dealer portal to initiate, track and manage service jobs for customers.
  • Automated ticket routing based on territory, skills required, and workload.
  • Provided visibility to service managers with reporting tools to optimize service workflows.
  • Enhanced Service Level with introduction of SLA monitoring improving compliance and customer satisfaction.

Impact and Outcomes


increase in productivity


CX, CSAT, and dealer engagement.


operational excellence with a customer centric, streamlined service job handling from start to finish.


SLA performance requirements while being compliant.

More Client Success

Lirik empowers businesses to seize global opportunities with top-tier CRM, ERP, and data solutions. We combine startup agility with enterprise maturity, delivering personalized experiences, operational excellence and transformative growth.

Talk to one of our experts.

If you are applying or looking for a job, please email

    Global Delivery Centers


    Fortune Towers II, Floor #5 406 Udyog Vihar, Phase III Gurgaon India, 122016


    Akasa Coworking, 3rd Floor C-27 Phase 2, Industrial Area,
    Sector 62, Noida, India, 201309


    Suma Center, 6th Floor Near Deenanath Mangeshkar Hospital Pune, India, 411004


    IndiQube Fort, 3rd Floor Malviya Nagar, Jaipur, India, 302017
    Copyright 2024 Lirik All Rights Reserved.
    Copyright 2024 Lirik All Rights Reserved.