A new Customer
Service Management
Solution for Epson


Since 2016, Epson has adopted the full range of Microsoft Dynamics 365, moving its sales and service processes from a legacy system to the latest D365 solution. Cluster Reply has supported Epson since the early stages of the migration process, and has played a primary role rolling out the customer service management process, for which expertise and knowledge of the products was key for designing and developing a tailored solution for Epson.

«Cluster Reply was initially sourced by Epson Europe to implement a sales driven CRM upgrade project due to its proven background, skills and field experience with CRM technologies used by Epson in Europe and Russia. Following this positive implementation, we decided to use Reply’s professional services with the re-design of our customer service management processes»
Massimiliano Leo, Senior Manager IT, Epson Europe


Epson is a global leader for printing and imaging solutions for both businesses and consumers. The need to support and service thousands of customers every day, required a more efficient customer service process and CRM solution than its legacy system enabled.

The goal was to replace the legacy contact management system, in order to provide customer service agents with improved  tools for a seamless customer support process, from customer identification to case closure, thereby increasing the quality of the service provided with an overall reduction in cost.

Case management and escalation processes across EMEA and Russia, customer portals for case tracking, multichannel communications, service level agreements, integration with the ERP, KB and partner networks, are just an example of what the project team had to consider.

Cluster Reply worked alongside Epson to design and develop a new customer service management solution based on Microsoft Dynamics 365. It was a year-long journey with the central objective of finding the most appropriate solutions to make the agents’ lives easier and deliver a more efficient customer service operation.

The key success factors of the project can be summarised as follows:

  • Use of the Interactive Service Hub to streamline agent operations
  • Deep integration to get the most information possible from CTI and automated customer identification process, to save time in looking for existing records and customer history
  • Robust real time integration with ERP to properly address maintenance requests from customers
  • Strong relationship and dedicated communication with stakeholders

No service shut down was required, despite the application being delivered on a working day. Since implementation, the solution has handled thousands of queries via hundreds of agents who have reduced the average time of managing requests substantially. 

The new solution provides Epson with a robust tool to better manage and support its customers.

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    Epson is a global technology leader dedicated to connecting people, things and information with its original efficient, compact and precision technologies. With a line-up that ranges from inkjet printers and digital printing systems to 3LCD projectors, watches and industrial robots, the company is focused on driving innovations and exceeding customer expectations in inkjet, visual communications, wearables and robotics. Led by the Japan-based Seiko Epson Corporation, the Epson Group comprises more than 76,000 employees in 87 companies around the world, and is proud of its contributions to the communities in which it operates and its ongoing efforts to reduce environmental impacts.