Normet

Enabling unified global processes for customer service, field service and sales functions required a modern platform solution. Normet chose Microsoft Dynamics 365 Customer Engagement to support future growth and streamlined operations. 

Normet Group is a Finnish global technology company specializing in innovative solutions for underground mining and tunneling. Founded in 1962, Normet has grown into a market leader in its field, providing equipment, construction chemicals, rock reinforcement systems, and comprehensive services to enhance underground construction, mining operations and civil engineering.  

With a strong focus on sustainability and productivity, Normet operates in over 50 locations worldwide and employs more than 1,800 people. In 2024, the company reported annual revenue €482 million, reflecting its significant presence in the mining and construction sectors. Normet’s commitment to innovation and customer-centric solutions positions it as a key partner for advancing safety and efficiency in underground operations globally.

Transforming a collection of international operations to a truly global enterprise 

Normet has grown significantly, and the company has ambitious goals to continue its growth in the future. To support this growth, they identified the need to streamline processes and to find a unified, scalable solution that can improve data driven decision-making on a global scale. 

Special emphasis was placed on improving the efficiency and effectiveness of three functions: field service, customer service and sales. To support this, Normet chose to implement Microsoft Dynamics 365 Customer Engagement platform across their global operations together with Fellowmind.

Normet’s goal was to enhance data end-to-end visibility, improve data driven decision-making and support the company's transformation from a collection of international operations to a truly global enterprise. 

Approach

The Dynamics 365 Customer Engagement platform was chosen to ensure that all data flows into a single platform, allowing different solutions to use the same data. This approach was expected to reduce technical challenges and improve integration.  

“The decision to go with the Microsoft Dynamics 365 platform was driven by the desire to leverage the benefits of the Dynamics 365 platform and power of One Microsoft, particularly its capabilities to seamlessly integrate business data flows, automation and productivity possibilities through AI, and the ability to use shared data across organization and various solutions”, says Suvi Eväkoski, Director, Normet Group.  

One factor in the decision was Normet’s earlier adoption of Microsoft AX (Axapta) and the need to transition to a unified platform which would support ERP, CRM, and various business processes such as field service delivery. Dynamics 365 Customer Engagement fit the bill and allowed for further enhancements and integrations to support various business functions. For example, product lifecycle management (PLM) platform was integrated into Dynamics 365 Customer Engagement to enrich product information over the complete lifecycle of Normet products.

Agile Way of Working and Implementation in Three Phases 

Normet describes their collaboration with Fellowmind as highly effective and beneficial, particularly emphasizing the partnership approach rather than a traditional vendor-client relationship.

This collaborative approach allowed for practical and agile problem-solving, such as the quick proposal and implementation of field tests for mobile tools, ensuring that the solutions were practical and user-friendly. The solution was created in three phases: 

Discovery and Design: 

• The project began with a discovery phase to understand the specific needs and challenges of Normet's operations. 
• Design workshops were conducted to outline the functionalities and processes to be implemented. 
• This set the stage for successful onboarding later on; diligent understanding of the needs and requirements helped ensure user adoption once the system was ready.  

Build and Pilot: 

• The initial build phase focused on creating a Minimum Viable Product (MVP) for Field Service and Sales. 
• The pilot was implemented in Finland for the field service solution and in EMEA for the sales solution. 

Global Rollout: 

• Following the successful pilot, the field service solution was rolled out to other regions, including Sweden, the UK, South Africa, Australia, and North America. The sales solution was implemented in Europe, Eurasia, the APAC region, and India. 
• The solution was aimed to be kept as standard as possible to ensure efficient maintenance.

Results

Normet wants to continuously improve customers safety, efficiency, and productivity — and achieve profitable growth while doing so. “To succeed, we need global, scalable IT solutions. The new platform allows Normet to manage global business operations from a single point for our customer service, field service and sales functions”, says Juha Tuominen, CIO, Normet Group. 

The implementation of Microsoft Dynamics 365 Customer Engagement has been a critical step in Normet's journey towards becoming a global leader in their industry. With the support of Fellowmind, they successfully navigated the challenges of a global rollout and are now well-positioned to achieve their ambitious growth targets. 

Normet now has a unified platform which scales with growth and supports operations in different regions. The new system is delivering business value on multiple fronts:  

• Improved Efficiency: The new system has streamlined processes, reducing manual work and improving efficiency across operations. 
• Enhanced Decision-Making: With better data visibility, Normet can make more informed decisions, driving growth and improving customer satisfaction. 
• Global Consistency: The Dynamics 365 Customer Engagement platform provides a consistent framework for operations, ensuring that best practices are followed across all regions. 

Additionally, Normet appreciated Fellowmind's expertise and flexibility. Suvi Eväkoski noted that Fellowmind's team members were not only specialists in their respective areas but also had a comprehensive understanding of the industry and overall platform, which was crucial for integrating various solutions effectively. Based on Normet experience that was one of the biggest reasons that project did stay inside the budget and schedule. 

“We've been part of the project from its very first steps, and we've seen the close collaboration between Normet and Fellowmind. As with any project, there were challenging moments along the way, but we tackled them together, staying on schedule and within budget. We are incredibly proud of the expertise and commitment shown by our joint project team, which has been crucial to the success of this collaboration” Says Kari Lehtinen, Account Director and Juho Seppälä, Industry Director, Fellowmind.

This broad expertise was particularly evident in the field service project, where Fellowmind's consultants provided valuable insights and suggestions that aligned with Normet's strategic goals.  

“The communication with Fellowmind was clear and straightforward, making it easy to address issues and find mutually satisfactory solutions quickly”, says Nils Ohenoja, Service Process Manager, Normet. 

Normet plans to continue expanding the use of Dynamics 365 Customer Engagement, with further enhancements and integrations to support their growth objectives. The company is also exploring developing Dynamics 365 Customer Engagement capabilities with the use of Microsoft advanced analytics and AI to gain deeper insights and drive innovation.