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5/13/2025

Intralox enhances customer service efficiency with Microsoft 365 Copilot

Before implementing Microsoft 365 Copilot, Intralox wanted to enhance customer service efficiency and deepen customer relationships. The company needed advanced technology solutions to streamline operations and improve access to information.

Intralox implemented Microsoft 365 Copilot for Sales, Copilot in Dynamics 365 Customer Service, and Copilot in Dynamics 365 Field Service to streamline operations.

The implementation of these solutions improved access to information, reduced inefficiencies, and saved time for both Intralox and its customers, leading to enhanced overall customer satisfaction.

Intralox

Intralox’s conveyance solutions have moved the world’s most critical products for more than 50 years. Its extensive portfolio of modular plastic conveyor belts can be found in food processing plants, industrial manufacturing facilities, and logistics and material handling applications worldwide. Its innovative product line isn’t the company’s only distinction, however. It also offers the industry’s most comprehensive customer support, thanks in large part to Microsoft Dynamics 365 Sales, Customer Service, and Field Service. Now Intralox is empowering its support teams with AI-powered insights, efficiencies, and time savings with Microsoft 365 Copilot for Sales, Copilot in Dynamics 365 Customer Service, and Copilot in Dynamics 365 Field Service.

“If we can introduce efficiencies into understanding our customers, that yields a more meaningful conversation and deepens our relationship with that customer.”

Jordan Farley, Product Owner for Customer Service, Intralox

Innovation in constant motion

Like its conveyor systems, Intralox’s culture of innovation is in constant motion. The company successfully boosted its customer service effectiveness with Dynamics 365 Sales, Customer Service, and Field Service in 2019, 2020, and 2021, respectively, and was soon looking for ways to apply its new insights to its customers and the products they use to improve customer experiences. Copilot in Customer Service, Copilot in Field Service, and Copilot for Sales promised to improve access to information, reduce inefficiencies, and save time for both Intralox and its customers—and they delivered.
 

Copilot in Customer Service

Intralox products are highly specialized, so a deep understanding of customers’ applications is critical. And with nearly 40,000 service calls each year for everything from initial consultations and custom system design to installation, maintenance, and repairs, service center and field technicians don’t have a lot of time for research. Response time is key for a customer-centered company. At Intralox, the goal is optimizing, not reducing, call times, and case and conversation summaries generated by Copilot in Customer Service help technicians get up to speed quickly and efficiently.

Key customer interactions and requests are entered in Dynamics 365 Customer Service to capture customers’ continuous flow of information with the company. Copilot case summaries turn that abundant data into easily consumable information. “If we can introduce efficiencies into understanding our customers, that yields a more meaningful conversation and deepens our relationship with that customer,” says Jordan Farley, Product Owner for Customer Service.

Case summaries are a thorough and convenient reference for understanding an account and gaining insights on how to move the relationship forward. Better still, Microsoft’s soon to be released Customer Intent Agent in Dynamics 365 Contact Center will take that capability even further. Customer Intent Agent analyzes past interactions to create an intent library that helps service representatives quickly understand customer needs, guide conversations with follow-up questions, and offer tailored solutions in real time.

Copilot in Field Service

When a customer issue can’t be resolved remotely and is escalated to onsite service, the field service team members review the case in Field Service, including emails, notes, troubleshooting steps, and other details, along with service history and related cases. Intralox customers often have several cases open at a time, many with long timelines that would take considerable time to review. Case summaries allow the company’s 300 service team members to hit the ground running. Megan Hearen, Field Service Product Lead, says that Copilot “does a really good job of taking all that information and giving a quick summary, including people involved, tasks, requests, and recommendations.”

After a service call, Copilot in Field Service work order summaries offer a clear and comprehensive picture of the work done onsite, helping remote service representatives and technicians in real-time troubleshooting and optimizing the time they spend with each customer. “We really pride ourselves on what we call Level 4 Partnerships with our customers—fast, reliable, personalized service to work together to solve a problem,” says Hearen. Whether its account managers, customer service teams, or technicians, “we want to be able to get on a call and quickly have an understanding of the background without making our customer repeat it. Work order and case summaries help provide a seamless, personalized, high-quality service experience for our customers from onsite repair to call center.”

With customers in more than 100 countries, Intralox offers support in 18 languages—and so does Copilot in Field Service. Copilot summaries allow service teams to view and update cases in their native language.

Because customer complaints are entered as cases, product managers can search cases across multiple customers to quickly identify common issues and trends and drill down to pertinent records. The time they used to spend poring through long email chains and notes to research complaints can now be devoted to addressing customers’ concerns.

Intralox customers are also saving time with Copilot in Field Service, because all those gains in efficiency allow the company to be more proactive. When an issue is identified, support teams can quickly assess the scale of the problem and prepare resources accordingly. Often, it can be preempted entirely at other locations, preventing costly downtime.

“We want to be able to get on a call and quickly have an understanding of the background without making our customer repeat it. Work order and case summaries help provide a seamless, personalized, high-quality service experience for our customers from onsite repair to call center.”

Megan Hearen, Field Service Product Lead, Intralox

Copilot for Sales

Implementing Copilot for Sales was another easy decision and productivity significantly improved as a result. Copilot for Sales summarizes customer emails, helping employees quickly grasp important information. It also saves them time when they’re ready to reply to a customer inquiry, by drafting an appropriate response that the employee can edit—also with Copilot’s help, if they like—or send as-is. Andrew Koehler, Commercial Systems and Operations Manager, says that Intralox salespeople like the flexibility of being able to get help with writing emails, adding, “Copilot [for Sales] enhances customer relationships and increases customer value by streamlining communication and making interactions more intuitive and meaningful.”

“Copilot [for Sales] enhances customer relationships and increases customer value by streamlining communication and making interactions more intuitive and meaningful.”

Andrew Koehler, Commercial Systems and Operations Manager, Intralox

Many of Intralox’s account managers are multilingual and find Copilot for Sales helpful in bridging language gaps. They enjoy knowing that Copilot for Sales can draft emails that are clear and grammatically correct, allowing them to focus on their customers’ needs, not the readability of their emails. And Copilot email summaries in their native language save them time reviewing and translating long email threads.

If all Copilot for Sales did was draft and summarize emails, it would still boost sales teams’ productivity. The real game-changer is that it embeds access to Dynamics 365 Customer Service and Field Service in Outlook. Intralox employees can seamlessly add, view, share, and even update customer contact and other data in an email or calendar invite, without leaving Outlook. Concise summaries of cases, work orders, and opportunities are easily accessible, ready for employees to enrich their emails and meeting invitations with relevant information as they’re drafting them.

Copilot for Sales has been a big win for Intralox sales teams. “Copilot for Sales has made our team much more productive,” says Fernando Silva, Global Account Team Leader at Intralox. “For us, the number one asset is information, and Copilot for Sales supercharges our ability to access, analyze, and act on it.”

“Copilot for Sales has made our team much more productive. For us, the number one asset is information, and Copilot for Sales supercharges our ability to access, analyze, and act on it.”

Fernando Silva, Global Account Team Leader, Intralox

Looking ahead

While the company is enjoying its increase in productivity and finding new meaningful ways of connecting with its customers, Intralox is expert at keeping things moving, and isn’t about to stop its digital transformation now. The company remains focused on innovating its customer service and technical support processes even further. One look inside Intralox reveals a company that keeps new ideas moving down the belt.

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