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Case Study: How Raymond Used Customer Service Management to Streamline Their Call Center 

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About Raymond Corporation

The Raymond Corporation, a Toyota Industries Corp. company, is a leading global provider of best-in-class material handling products and intelligent intralogistics solutions that serve to optimize the entire warehouse operation, deliver actionable insights and transform operations through automation.

Raymond provides technologies, systems and solutions that bring day-to-day warehouse and distribution operations to a new level of performance, supporting customers with a network of skilled services unmatched in the industry. Raymond's operational excellence, award-winning innovation and world-class customer support help customers run better and manage smarter.

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The Challenge

Raymond Corporation issued an RFP for a new IT helpdesk and customer service system that would support the technicians at their dealerships across North America. Their legacy system involved manual processes and did not offer necessary reporting capabilities or visibility into their service operations. Self-service options for the dealerships were non-existent. They were struggling with old technology and needed to boost their efficiency.

Their Field Service Contact Center supports over 3,000 dealerships that submit tickets into various groups such as Warranty, Helpdesk and Fleet Management. These groups were all siloed and there was no intelligent routing in place to ensure that issues were assigned to the correct teams. Their data was also siloed in various disconnected systems and Raymond Corporation did not have a single source of truth about their customers, the assets in the field or the history of support they provided. This cumbersome process and low visibility prevented the client from providing high quality service and support.

Technical Situation:

  • Legacy system not following ITIL best practices
  • Siloed groups limited visibility and the free flow of information across teams
  • Lack of intelligent routing systems led to slower issue resolution times
  • Heavily reliant on manual processes

The Goal

Raymond Corporation chose Solugenix as an implementation partner for ServiceNow® Customer Service Management Pro to modernize their IT helpdesk and customer service processes.

The client wanted to develop self-service options for customers and drive fulfillment through workflow automation. Management wanted to have useful dashboards and reports that showed activity across their service organization and offered actionable insights to support decision making.

Solugenix also helped the client see the value of key transformational areas such as predictive analytics, artificial intelligence and machine learning.

As a result, Raymond Corporation hoped to leverage these capabilities to lead their organization to the next level of customer service.

  • Provide a superior customer service experience
  • Workflow automation
  • Managers have access to actionable information on dashboards and reports

Why They Chose Us

Customer Focus

Solugenix is always focused on the customer’s unique needs and business priorities.


Our experts fully understand customer processes, digital workflows and best-in-class technologies.

Project Management

The Solugenix team of experts has significant experience and superior skills in both process and project management, providing for smooth client implementations.


We are quick to define and implement the right solutions for our clients, ensuring rapid time-to-value.

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Our Solution

Solugenix helped Raymond Corporation launch an enterprise platform offering solutions for multiple departments including IT, Field Services and their Parts Distribution Center.

At the outset of the project, the Solugenix team held detailed requirements gathering workshops with Raymond Corporation to map out their service process and capture the requirements for development. Throughout the implementation project our team worked closely with the Raymond team at every stage of delivery.

Solugenix built detailed user testing scripts and knowledge transfer collateral to help train their team of agents to work in the new system. We then supported extensive testing and valdiation cycles to ensure the client was happy with the solution, that it aligned to requirements and that there would be a seamless go-live deployment.

The ServiceNow technology ensured the client could leverage ITIL best practices and offered multiple different workspaces and interfaces for those departmental teams all within one platform.

Our Results

Raymond Corporation’s Field Service Contact Center operation was transformed with this infusion of modern technology.

CSM has offered their agents greater visibility and the opportunity to know more about the customers they serve. Intelligent routing, proper case categorization and the introduction of Knowledge into the support process has led to quicker resolution times and increased awareness of the reasons why customers are calling in.

The client is now able to manage SLAs and leverage reporting which they were previously unable to do. The availability of reports at both operational and executive levels allows Raymond Corporation to continuously eliminate inefficiencies and develop process improvements.

Lastly, the client reported within the first week of being live that their agents were extremely happy working in the new system and were already seeing its value.

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“Solugenix helped us imagine the future of our organization on the ServiceNow platform. We also transformed our call center solutions in alignment with our overall strategic journey. We are extremely pleased with the results.”

Raymond Corporation Customer Service Management

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