SearchTHE CLIENT
MiSUMi USA is the American subsidiary of MiSUMi, a Japanese company specializing in industrial components and automation products. MiSUMi USA serves as the primary distribution and sales channel for MiSUMi’s products in the United States.
As a leading supplier of engineering components, MiSUMi USA offers a comprehensive catalog of over 9 million standardized parts, including mechanical, electrical, hydraulic, and automation components. These products cater to a wide range of industries, such as automotive, aerospace, electronics, medical equipment, and machinery manufacturing.
MiSUMi USA operates with a strong emphasis on customer convenience and service. Their online platform provides easy access to their extensive product range, allowing customers to search for components based on specifications, dimensions, materials, and other criteria. Detailed product information, including CAD drawings, helps customers in their design and engineering processes.
One of the key advantages of MiSUMi USA is their ability to provide customization options. Through their “Made-to-Order” service, customers can tailor components to their specific requirements, including modifications to size, material, surface treatment, and other features. This flexibility supports unique design needs and facilitates efficient manufacturing processes.
MiSUMi USA maintains a network of distribution centers strategically located throughout the country to ensure prompt delivery of orders. They are committed to providing excellent customer service, offering technical support, engineering assistance, and responsive communication to meet the needs of their clients.
With a strong presence in the United States, MiSUMi USA has established itself as a trusted supplier of industrial components and automation products. Their extensive product range, customization capabilities, and dedication to customer satisfaction make them a valuable partner for businesses in various manufacturing sectors.
THE CHALLENGE
MiSUMi faced operational inefficiencies and challenges in their current processes related to communications, sales management and execution, and customer service delivery. There were issues and pain points within their operational workflows that hindered efficiency and effectiveness. These challenges included communication gaps, disjointed sales management and execution processes, and deficiencies in customer service delivery. Identifying and addressing these operational inefficiencies was crucial for MiSUMi USA to optimize their internal processes, enhance productivity, and improve customer satisfaction.
THE SOLUTION / EFFORTS
In 2017, eimagine conducted a thorough evaluation of MiSUMi USA’s operational processes, covering areas such as communications, sales management and execution, and customer service delivery. Within a three-month period, eimagine successfully delivered the key outcomes of the assessment. These outcomes consisted of a comprehensive report detailing the existing processes, identifying pain points, and presenting recommendations for future improvements. The recommendations focused on unifying processes, implementing automation, and establishing data warehousing. Furthermore, technical considerations and an implementation roadmap were provided to guide the implementation of process enhancements and automation, ultimately leading to increased efficiency and effectiveness.
THE BUSINESS VALUE
Based on the assessment findings, eimagine proceeded to implement the recommended changes through a CRM upgrade project that began in April 2018. The project encompassed various tasks such as modifying existing development, creating forms, and enhancing and developing new processes. In February 2019, the project was successfully launched, and eimagine has since been offering continuous support by addressing bugs, implementing fixes, and introducing enhancements to the platform. Currently, eimagine is actively collaborating with MiSUMi to facilitate the migration of the Dynamics platform to a new Salesforce solution. This migration aligns with the requirement from MiSUMi’s world headquarters in Japan for all locations to adopt Salesforce as the standardized platform.
