Company Profile
Daikin Industries, Ltd. (DAIKIN), founded in 1924, is a global leader specializing in air conditioning, fluorochemicals, and compressor technologies. With integrated capabilities across R&D, manufacturing, sales, and services, Daikin operates in 170+ countries and regions with 323+ companies and production bases worldwide, delivering innovative and sustainable climate solutions to customers around the globe.
Industry
Manufacturing
Company Size
>60K
HQ Location
Japan
Business Challenge
1. Enhancing Data Integration Across a Growing Branch and Dealer Network
With Daikin China’s extensive branch and dealer network, managing customer and marketing information across different business entities requires effective coordination and unified visibility. As business operations continue to expand, improving data integration and resource management capabilities can further support more efficient marketing collaboration and customer engagement.
2. Improving Customer Communication Visibility and Service Management
With frontline teams engaging customers through digital communication channels such as WeCom, maintaining effective communication management and information visibility became increasingly important. Enhancing communication tracking and management capabilities could help improve service consistency, support compliance management, and provide better insights into customer interactions.
3. Standardizing Sales Knowledge and Customer Engagement Practices
Across a large branch and dealer network, maintaining consistent sales capabilities and customer engagement approaches is essential for delivering a unified customer experience. Establishing standardized sales content, knowledge sharing mechanisms, and best-practice management can further support team collaboration and capability development.
4. Enhancing Digital Collaboration Efficiency Across Customer Journeys
As customer engagement involves multiple teams and stakeholders, improving cross-department collaboration and communication efficiency can help create smoother customer experiences. By extending digital collaboration capabilities, teams can better coordinate resources, accelerate customer response, and strengthen overall operational efficiency.
Neocrm Solution
1. Unified Multi-Entity Data Platform with Tiered Permission Control
Neocrm consolidated data from all of Daikin China’s branches into a single platform, using automatic lead creation and behavior tracking on WeCom to enable centralized analytics and unified distribution of marketing resources. Fine-grained, multi-level permission controls separated access for internal staff, external-facing staff, dealers, and outsourced personnel, resolving the data isolation needs between competing dealers.
2. Conversation Archiving and Risk Control
By integrating WeCom’s native conversation archiving capability, Neocrm digitized frontline chat data to analyze communication efficiency and service quality, while sensitive-word early warning alerts gave management real-time visibility and control over customer-facing communications on WeCom.
3. Centralized Material and Script Library
Neocrm’s Material Center organized images, videos, posters, and files into a categorized, permission-controlled library, while a built-in Script Library automatically matched responses to customer inquiries and a Lead Radar feature tracked customer engagement with shared materials. These tools captured and standardized best practices from top-performing employees, helping new hires ramp up quickly and ensuring consistent messaging.
4. Enhanced WeCom Native Capabilities
Neocrm broke through WeCom’s native group messaging cap through Group QR Codes and Bulk Messaging to Customers, substantially boosting lead-generation and outreach efficiency. Employee QR Codes and Auto Group-Adding strengthened customer retention, while preset quick-group-creation templates enabled one-click setup of design consultation and installation service groups, streamlining cross-department collaboration.
Result
To meet the needs of Daikin’s China business, Neocrm delivered an SCRM platform built natively on WeCom, purpose-built for the private-domain operating model used by consumer brands in the China market. Since partnering with Neocrm, Daikin China has transformed its WeCom-based private-domain operations into a unified, intelligent ecosystem spanning multiple business entities, replacing fragmented, branch-by-branch data management with centralized visibility and coordinated control over marketing resources, conversations, and customer relationships from pre-sales consultation through installation and after-sales service.
Teams at Daikin China now benefit from a friend-request pass rate above 95%, a lead-to-store conversion rate above 88%, and a content open rate above 98%, reflecting the impact of the centralized material and script library on outreach quality and consistency. Community engagement has reached 95%+, task execution 99%+, and account activity 93%+, while referrals from existing customers have grown to 36%+, underscoring stronger, more consistent customer relationships across the sales lifecycle.
By choosing Neocrm’s multi-entity, WeCom-native SCRM platform, Daikin China has overcome the data fragmentation and collaboration barriers that once slowed its retail operations, building a scalable foundation for continued growth. In recognition of its outstanding performance in the new retail market, Daikin has received the “New Retail Excellence Case Award” for three consecutive years, presented at the AWE Official Forum (2023), results that make Daikin a benchmark customer for Neocrm in the durable goods/retail industry.
