Phihong scales out its fast-growing operations with Microsoft Dynamics 365

Phihong started engaging the electronic vehicle market in 2011. With vast experiences and mature technologies, Phihong successfully expands its electronic vehicle-related market from China to Europe and the U.S. It helps electronic buses, electronic vehicles, and power supply manufacturers set up EV charging stations and earn credits.

With business growth, Phihong understands manual processes insufficiency like losing customer data due to sales turnaround that it takes longer to re-establish client relationships. Phihong has implemented Microsoft Dynamics three years ago to record and track customer information from leads to production. A new hire can easily interact with customers and provide targeted services, including product interests and past orders, etc.

An amazing thing does happen: passing know-how is no longer an issue through Microsoft Dynamics; new hires with the access right can log into the system and know all customers' information from leads to production with Microsoft Dynamics, which elevates new hires' capabilities.

Supporting the new business – EV chargers – growth with Microsoft Dynamics 365

Phihong as the worldwide leading electronic vehicle charger manufacturer not only provides the R&D support but delivers the deployment and after-sale services. Since the quality of after-sales services impacts substantially customer satisfaction and applications expansion, Phihong has set up technical services department tailored for customer services, repair, and technical transitions.

The technical services department used Excel and manual processes to collect information, such as company names, events, descriptions, solutions, and customer approvals at the initial stage. It was time-consuming with the least result to align Excel forms and statistics function data.

To resolve the above, Phihong started evaluating and finally implemented Dynamics 365 Customer Service and Dynamic 365 Field Service based on the consideration toward efficiency, ease of use, system integration, and cost-effectiveness. The goal is to allow the customer service team at the technical service department to track case progress efficiently and to optimize dispatches and repair processes for the repair department.

Allan said, “Not only do customer service and repair work online, but they also collect repair information systematically including EV models and EV chargers statis, display, internet connection, and repair history that can be re-used and analyzed in the future.”

To the front-line employees, they can summarize repair Q&A through long-term data collection, and the failure and solution so that even new repair engineers can easily resolve the incidents. Furthermore, they can precisely order parts for repair and minimize repair process impact due to parts shortage.

From the management's perspective, they rely on Dynamics 365 and Power BI tool integration for accurate product and business analysis. For example, they analyze and estimate product profit to determine product roadmap. They put together data from leads to after-sales to optimize pricing strategies and further, report back failure rates for R&D and improve EV charger stability.

"With Microsoft Teams and Dynamics 365, it encourages cross-function collaborations." Ashur Hsu, CEO of Human Focus, the Dynamics 365 and Power Platform solution partner serving Phihong, explained that Phihong classifies Level 1 to Level 3 repair cases based on case severity. Among them, Level 3 requires cross-function coordination, and Human Focus helps to do the customization development, which allows Phihong employees to click one button in Dynamics 365 Customer Service auto-turns into one channel in Microsoft Teams, which invites team members from sales, customer services, repair, R&D, and quality control to the same channel for discussions and resolves Level 3 cases. “We also implemented Dynamics 365 Field Service Mobile App to optimize repair processes from complicated paperwork to resolution fast turnaround.”

Continuing to success with Microsoft

Allen points out the integration of Microsoft Dynamics 365 and Power BI to deliver sales analytics and factory management providing top management with real-time updates on sales, production, orders, and inventory and ensuring business resilience and market competitiveness. 

As to information security, Microsoft 365 series have a built-in security protection mechanism that not only is easy to use for employees, it also levels up business safety such as communicating highly sensitive information securely via Microsoft Teams. “Thanks to Microsoft products and services, Phihong productivity has improved more than 50%,” Allen said.

For the outlook, Phihong continues innovating based on business strategies, resolves business challenges, scales out the market, and drives Taiwan and the global EV charger market.