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Microsoft Consumer Goods China

Xiaomi

Customer Service Automation · Supply Chain Optimization

Xiaomi needed to replace fragmented customer service and spare-parts systems that could not support fast global growth, local compliance, or real-time visibility across post-sales operations.

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The spare parts system supports over 40 warehouses and 700 multi-level branch organizations in the world.
covered 34 countries and supported 19 languages
its smartphone sales ranks within the top five in 62 global markets
more than 100 markets

Reported impact

Business outcome

Xiaomi launched the system globally in 2022, gave agents a unified multi-channel platform, and extended post-sales coverage to 80 countries and 10 regions with real-time spare-parts visibility and stronger compliance support.

  • Compliance
  • Customer Experience
  • Productivity Improvement
  • Scalability

Solution

As Xiaomi expanded into more than 100 markets, its self-developed support tools and third-party apps left customer service teams switching between channels and systems while spare-parts operations ran without a unified data platform. Microsoft helped Xiaomi build a cloud-backed CRM and post-sales supply-chain environment that could connect dozens of internal and external systems in six months and deliver one consistent experience across countries, channels, and languages. Key components include Dynamics 365 Customer Service, Dynamics 365 Supply Chain Management, Power Apps, Power Virtual Agents, Azure Functions, Azure API Management, and Azure Translator. Xiaomi launched the system globally in 2022, gave agents a unified multi-channel platform, and extended post-sales coverage to 80 countries and 10 regions with real-time spare-parts visibility and stronger compliance support.

Data flow

Customer requests from online, email, and social channels flow into Dynamics 365 Customer Service, where Power Apps and Power Virtual Agents support front-line handling. Azure Functions and Azure API Management connect internal and third-party systems, while Dynamics 365 Supply Chain Management keeps spare-parts history, inventory, and pull-through planning in sync for post-sales execution across regions.

Solution architecture

7 components · 4 layers
  1. Compute
    • Azure Functions connects external and internal business systems through lightweight Azure services
    • Azure Translator generates product manuals in multiple languages for global operations
  2. Serving
    • Power Apps gives front-line staff an app for direct interaction with customers
    • Power Virtual Agents handles general customer questions through an AI service bot
  3. Orchestration
    • Dynamics 365 Customer Service provides the unified CRM workbench for multi-channel service operations and agent workflows
    • Dynamics 365 Supply Chain Management manages end-to-end spare-parts planning, execution, inventory visibility, and material history
  4. Governance
    • Azure API Management secures and governs API connectivity between Xiaomi and third-party systems

Architecture clues

  • Azure lightweight PaaS services connect dozens of internal and external systems.
  • The new system offers end-to-end, visual closed-loop management for customer service teams.

Evidence from the source

The new system has covered 34 countries and supported 19 languages, and the post-sales services have reached 80 countries and 10 regions.
With the help of the lightweight PaaS service from Azure, the system can quickly connect with other business systems.
Xiaomi adopted Dynamics 365 Customer Service, Power Platform, Power Virtual Agents, and Dynamics 365 Supply Chain Management.
Transparency Evidence & methodology 71/100 reference value · 82% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value71/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth25/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity16/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact0/25
    0 metrics describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence82%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence15/20
    3 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity8/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. Microsoft

    Xiaomi customer story

    First-party
    https://www.microsoft.com/en/customers/story/1649855344411007012-xiaomi-consumer-goods-dynamics-365-power-platform
    Source type
    Vendor-published customer story
    Published
    Jul 11, 2023
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes
    • Publication date

Date evidence

  • Published on source page Jul 11, 2023 · Microsoft · First-party
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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