Mitsubishi Electric UK deployed Solgari in weeks - setting a benchmark for global customer service excellence across the Mitsubishi group.
About Mitsubishi Electric UK
Mitsubishi Electric UK is part of the global Mitsubishi Electric Corporation, a world leader in manufacturing and innovation. The UK division’s Heating & Air Conditioning business was selected as an incubator for global service excellence, pioneering a digital-first approach to customer experience that aligns with Mitsubishi Electric’s worldwide transformation goals.
The Challenge
As part of its digital-first strategy, Mitsubishi Electric UK sought to modernise customer service and establish a replicable global model. The team faced several operational and technology barriers:
- Legacy IVR and telephony systems disconnected from Dynamics 365
- No intelligent routing based on customer or product data
- Limited integration with Microsoft Teams for real-time collaboration
- A strategic goal to create a benchmark model for other Mitsubishi subsidiaries
Why Solgari
Mitsubishi Electric UK partnered with Solgari to implement a fully integrated customer service solution built within Microsoft Dynamics 365 and Teams:
- Solgari for Dynamics 365 Customer Service Workspace: Unified communication and case management in one interface
- Custom IVR data dip: Automatically pulled customer and product information from Dynamics 365 to route calls intelligently
- Microsoft-native design: Fully aligned with Mitsubishi Electric’s platform strategy for scalability and security
- Global blueprint: Designed from the outset for replication across international subsidiaries
- Rapid deployment: UK division went live within weeks as the pilot site
The Results
- Rapid pilot success: The UK division launched quickly, achieving measurable service improvements
- Intelligent call handling: Calls routed based on live customer and product data from Dynamics 365
- Global blueprint: UK solution now serves as the foundation for wider Mitsubishi Electric adoption
- Customer-first focus: Enhanced routing and real-time context improved resolution times and service quality
The Human Impact
For Mitsubishi Electric UK’s service teams, Solgari brought simplicity and intelligence to every interaction.
Advisors now access full customer and product context before answering a call, reducing handling time and improving satisfaction.
Customers experience faster responses and more accurate service from the first point of contact.
The Future
With a successful UK pilot complete, Mitsubishi Electric is now:
- Scaling the Solgari solution across additional European subsidiaries
- Exploring deeper AI and Copilot integrations for predictive service insights
- Building a consistent, connected service model to support global excellence
