Baldwin Japan Ltd needed a Sales and Service mobile application that would seamlessly integrate with their existing Microsoft Dynamics AX 2012 implementation and would allow field engineers to capture service data and streamline the order entry process for Microsoft Dynamics AX 2012 R2 while out in the field working for clients.

The app had to meet several key requirements:

• Multilingual Support: Available in both Japanese and English.
• Offline Functionality: Capable of working offline when necessary. Internet connection might not be available which causes overtime for the engineer to complete the data entry work when the engineer can access Microsoft Dynamics AX again
• Platform Compatibility: Designed to run on Windows devices /Windows tables which would be portable for the engineer to take to the Customer site.
• UI simplicity: Existing Microsoft Dynamics AX’s UI was not efficient for the engineer to work from. Requirement for a new UI design, developed in collaboration with the team at Baldwin Japan, to allow a more efficiently and user-friendly way to enter a service report.

The solution involved creating a Xamarin app tailored to Baldwin’s specific needs and integrating the app with enhanced Dynamics Ax 2012 solution. Developed in collaboration with in-house specialists from Carbon and finch, along with Baldwin Japan’s technical team, here’s how solution addressed the requirements:

1. Multilingual Support:

• The app provided a user-friendly interface in both Japanese and English.
• Users can seamlessly switch between languages based on their preferences.

2. Offline Functionality:

• The app allowed field sales and service teams to work even without an internet connection.
• Data synchronization occurred automatically when the device regained connectivity.

3. Dynamics AX 2012 customisations:

• Dynamics Ax 2012 customisations implementation to support Mobile app integration, developed following industry best practices and standards.
• Information and functionality from the Mobile app added in the existing Dynamics AX solution system where users can utilise it with minimal training and changes to operations.

4. Platform Compatibility:

• Developed using Xamarin, the app was optimized for Windows devices.
• It leveraged native features while maintaining a consistent experience across platforms.

5. Collaboration:

• Carbon and finch collaborated closely with Baldwin Japan’s technical team.
• Regular feedback and iterative development ensured the app met Baldwin’s unique requirements.

The successful implementation of the Sales and Service mobile application resulted in several benefits for Baldwin Japan Ltd:

1. Improved Efficiency:

• Field teams could access customer data, inventory, and service history on the go.
• Real-time updates streamlined processes and reduced manual paperwork.
• A new UI has been designed with guidance of the Baldwin Japan team to allow a more efficiently and user-friendly way to enter a service report.

2. Enhanced Customer Experience:

• Faster response times and personalised service led to higher customer satisfaction.
• The app allowed technicians to diagnose issues promptly and recommend solutions.
• Capturing Customer signature ensured Customer satisfaction

3. Cost Savings:

• Reduced paperwork and administrative overhead.
• Efficient inventory management and optimised service and field call-outs.

4. Competitive Advantage:

• Baldwin stood out by offering a modern, multilingual mobile app to the engineers, improving Customer service significantly.
• The app reinforced their commitment to quality and innovation.

The collaboration between Baldwin Japan Ltd and Carbon, and finch Ltd resulted in a robust, user-friendly mobile application that empowered service engineers, improved customer interactions and saved time.