Rank#3,077of 3,449
MicrosoftLive sourceEvidence: Medium50/100

MSC leverages Dynamics 365 to streamline global customer support

Use case typeCustomer relationship managementUpdated Jun 13, 2026

MSC Mediterranean Shipping Company, the world's largest cargo shipping line, has standardized customer support operations using Microsoft Dynamics 365. This transformation allows MSC to enhance service delivery by integrating shared data, workflows, reporting, and documentation across its 675 offices globally. Dynamics 365 has helped MSC address challenges like port congestion and geopolitical disruptions, while focusing on customer-centricity to foster long-term relationships.

Organization
MSC Mediterranean Shipping Company
Industry
Logistics
Location
Switzerland
Published
May 2025

Reported outcomes

Strategic outcomes

Customer experience & trustImproved service delivery and qualitySpeed & agilityStreamlined customer care processes globallyCustomer experience & trustEnhanced inquiry handling and resolutionCustomer experience & trustStrengthened global customer relationships
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
Customer
MSC Mediterranean Shipping Company
Provider
Microsoft
Maturity
Unknown
Linked source
Microsoft

No explicit deployment-stage evidence found.

Customer identity supportedSource describes one deploymentMaturity evidence evaluated

Primary read

Use case focus

Showing 3 of 3

  • 1Customer relationship management
  • 2Customer Support Standardization
  • 3Workflow Integration
  • Customer support hindered by regional-specific, manual processes.
  • Global shipping disruptions due to weather, port congestion, and geopolitical issues.
  • Difficulties in ensuring service uniformity across 675 global offices.
  • Complex inquiries requiring skilled handling.
  • Implemented Microsoft Dynamics 365 for standardized customer care processes.
  • Integrated global systems for shared data, workflows, reporting, and documentation.
  • Empowered local offices to manage customer queries efficiently.
  • Used CRM tools for long-term relationship building and client support.
Technologies
Dynamics 365
  • Improved service delivery and quality.
  • Streamlined customer care processes globally.
  • Enhanced handling of inquiries and problem resolution.
  • Strengthened relationship with global customers.
Architecture

Dynamics 365 manages global customer care through workflows, shared systems, and CRM capabilities, integrating data smoothly across offices worldwide.

Sources & evidence1
Evidence: Medium50/100Evidence strength
  • Customer explicitly identified
  • Primary source available
  • Technical implementation details available
  • Recent evidence check available
  • Last evidence check: Jul 22, 2026.
Live sourceStill referenced

The case's original source is still reachable.

  • Cited source last checked Jun 12, 2026 — ok (0/1 broken).

Measures whether this deployment's public evidence persists — not whether the system is still in production.

Type: Customer StoryPublished: May 5, 2025Publisher: MicrosoftEvidence: PrimaryConfidence: High
Primary source

AI-generated summary. Verify important details with the linked sources before relying on this case.

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Provider evidence
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Market context
Logistics AI use casesLogistics industry insightsSwitzerland country insights
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