What challenges did Kurita Water Industries face before AI implementation?

Sales and field service teams lacked real-time access to customer data during site visits. Customer data was fragmented across paper records and spreadsheets, slowing response times and decision-making. Inability to efficiently analyze sales trends or adapt strategies based on data insights. Communication between back office and field teams was slow and unclear. Operational inefficiencies led to missed sales opportunities and subpar client service.

What was the impact of the AI solution?

Improved access to real-time customer data for field teams. Accelerated sales and service decision-making through integrated analytics. Increased responsiveness to client needs and improved customer satisfaction. Reduced operational costs through automation and workflow integration.

Source

MicrosoftProductionEvidence: Low40/100

Kurita Water Industries improves field sales and customer service efficiency

Use case typeMarketing analyticsUpdated Jun 13, 2026

Kurita Water Industries, a leading Japanese water treatment provider, faced challenges in customer data access and operational inefficiencies due to heavy reliance on paper-based processes and spreadsheets. Field sales representatives and technicians struggled to access real-time customer data during visits, limiting their ability to deliver informed, responsive service. Kurita implemented Microsoft Dynamics 365, integrated with Microsoft Teams and Power BI, to centralize customer, sales, and service data. This integration enabled real-time communication between sales and technical teams, empowering consultative selling and improved customer responsiveness. Power BI dashboards allowed specialists to analyze sales leads, spot trends, and accelerate decision-making. The new solution transformed Kurita’s customer strategies, fostered trust through data-driven insights, and streamlined operational workflows across departments. The initiative, led by technology partner Havi Technology, has set a foundation for further digital transformation capabilities within the organization.

Organization: Kurita Water Industries
Industry: Manufacturing
Location: Japan
Published: December 2024

Reported outcomes

Strategic outcomes

Customer experience & trustImproved customer responsiveness and satisfactionBetter decisions & insightAccelerated sales and service decisionsNew product / capabilityCentralized customer and sales dataCost efficiencyReduced operational costs through automation

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Kurita Water Industries
Provider: Microsoft
Maturity: Production
Linked source: havi.com.au

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 3

1Automated Field Sales Data Access
2Real-Time Customer Service Enablement in Manufacturing
3Integrated Manufacturing CRM and Analytics

Sales and field service teams lacked real-time access to customer data during site visits.
Customer data was fragmented across paper records and spreadsheets, slowing response times and decision-making.
Inability to efficiently analyze sales trends or adapt strategies based on data insights.
Communication between back office and field teams was slow and unclear.
Operational inefficiencies led to missed sales opportunities and subpar client service.

Implemented Dynamics 365 to centralize and digitize customer and sales data.
Integrated Dynamics 365 with Microsoft Teams for seamless, real-time communication between teams.
Used Power BI for advanced sales analytics and live performance dashboards.
Partnered with Havi Technology for solution customization, deployment, and integration support.

Technologies

Dynamics 365 Microsoft Teams Power BI Azure

Improved access to real-time customer data for field teams.
Accelerated sales and service decision-making through integrated analytics.
Increased responsiveness to client needs and improved customer satisfaction.
Reduced operational costs through automation and workflow integration.

Architecture

Kurita Water Industries deployed Microsoft Dynamics 365 as the central CRM platform. Dynamics 365 was integrated with Microsoft Teams, enabling real-time communication between office and field personnel. Sales and service data from Dynamics 365 was visualized and analyzed in Power BI dashboards. The solution streamlined access to customer information, supported analytics-driven decision-making, and facilitated collaboration throughout operational workflows.

Sources & evidence1

Evidence: Low40/100Evidence strength