Background
Han's Laser Technology Industry Group is one of the world's leading providers of industrial laser processing equipment and automation solutions. Founded in 1996 and publicly listed, the company has built a vertically integrated business spanning core components, complete equipment, and end-to-end process solutions — from the underlying optics to the finished production line.
Its products serve customers across rail transportation, automotive manufacturing, engineering machinery, agricultural machinery, elevator manufacturing, sheet metal processing, and more than a hundred other industrial sectors. Annual revenue exceeds USD 1.8 billion, and the company employs more than 15,000 people, with R&D personnel accounting for over 34% of the workforce. More than 10,000 mid- and high-power laser systems are running at customer sites across 30+ countries and regions, supported by a network of 100+ offices, contact points, and agents worldwide.
With a customer base of 30,000+ industrial accounts and a service footprint that spans continents, Han's Laser needed a commercial operating platform that could match both the complexity of its equipment business and the speed of its customers' demands.
The Challenge
Han's Laser had the scale — but not the visibility. Its existing technology stack had grown alongside the business, and by the time the company set out to build its next phase of growth, the gaps were showing.
Marketing and service workflows operated across separate systems. Customer data, opportunity records, contracts, installation work orders, field service reports, and cost claims all lived in different places. Data couldn't flow between departments without manual intervention, and management couldn't get a real-time picture of business performance — only delayed manual summaries.
For a project-based equipment manufacturer, that fragmentation created friction at every stage of the customer journey:
⊗ Sales teams lacked a standardized pipeline — no consistent deal stages, no systematic way to track what stage each opportunity was at or why deals were won or lost
⊗ Delivery teams had no closed-loop process between contract signature and equipment acceptance, leaving installation milestones to be tracked informally
⊗ Service teams dispatched engineers without automated scheduling or real-time work order visibility, making it hard to prioritize and respond quickly
⊗ Field service costs — mileage, travel, accommodation — were tracked on paper: engineers filled out vehicle logs, photographed odometers at departure and return, and submitted paper forms to finance for manual reconciliation. Errors and back-and-forth were routine
⊗ Management relied on manually compiled business summaries, with no direct window into pipeline health, service workload, or operational bottlenecks as they developed
The company needed one platform that could connect its commercial and service operations end to end — and give every layer of the organization the data it needed to act.
The Solution
Han's Laser worked with ShareCRM to build a unified operating platform covering the full customer lifecycle: from first lead to signed contract, from installation to acceptance, and from the first service call to final resolution.
◆ Opportunity Management — ShareCRM standardized the sales process across eight defined stages: early contact, customer verification, requirement confirmation, product and engineering collaboration, proposal and quotation, contract negotiation, contract signing, and deal closure. Each stage has clear criteria, recorded actions, and tracked outcomes. Sales managers can see the full sales pipeline in real time, review win and loss reasons by stage, and identify exactly where deals are stalling — giving them the data to coach their teams and refine their approach rather than relying on subjective reports.
◆ Project Delivery Management — For equipment manufacturers, closing a deal is only the beginning. ShareCRM supported Han's Laser in building a delivery process with closed-loop accountability: site survey, training, equipment dispatch and receipt, installation, production support, process training, and final customer acceptance. Each milestone is tracked in the system, with cross-department handoffs visible to all parties — so project managers don't have to chase updates, and delays surface before they compound.
◆ After-Sales Service and Field Cost Management — ShareCRM enabled automated work order creation, intelligent dispatching, mobile-guided field execution, service settlement, and follow-up. Engineers receive work orders on mobile devices and record their activity in the field; managers see work order status and engineer whereabouts in real time, enabling rapid reallocation when urgent cases arise.
One area of particular focus was field mileage management — a cost that many service organizations track loosely, if at all. ShareCRM connected engineer travel records directly to work orders, expense claims, and customer accounts. Engineers submit field service costs from their phones; reimbursement records link automatically to the relevant work order and mileage data. Finance no longer needs to chase evidence or manually reconcile logs — and misreporting drops because the data is already in the system before an expense claim is submitted.
◆ Service Operations Dashboard — ShareCRM provided out-of-the-box after-sales service dashboards giving Han's Laser real-time visibility into work order volume, service accounts, engineer workload, completion rates, and service trends — turning what had been a delayed manual report into a live operating view for service leadership.
The Results
More than 1,000 sales and service users now operate on the same platform, with a shared view of customers, opportunities, contracts, delivery status, and service execution.
✓ Mobile collaboration efficiency up 30% — more customer-facing time recaptured across the sales and service organization, with less time spent on internal coordination and status updates
✓ Field service mileage down 27% year over year — a direct reduction in field operating costs, achieved by combining intelligent dispatching with systematic mileage tracking that makes routing and assignment decisions more accountable
✓ 30,000+ key accounts brought into digital management — customer records, service history, and commercial relationships centralized in one place, making account intelligence accessible across teams instead of siloed in individual reps's notes
✓ 10,000+ mid- and high-power devices supported through connected service processes — every machine linked to a traceable service record, so support history informs future maintenance and field decisions
✓ 100+ offices, contact points, and agents included in one operating network — field execution visible from the center, without relying on manual escalation
✓ Real-time dashboards replaced delayed manual business summaries — giving management the ability to catch pipeline gaps, service backlogs, and cost overruns as they develop rather than after the fact
For sales leadership, the value is pipeline discipline: knowing exactly what's in play, where each deal is, and what it will take to move it forward — based on data, not guesswork.
For service leadership, the value is cost control with visibility: field costs that are traceable, mileage that is evidence-backed, and work order status that is live rather than reported.
For executive management, the value is an accurate operating picture at all times — from first lead to payment, from installation to acceptance, from service request to resolution.
"Han's Laser has always adhered to a strategy of technology leadership and deep industry focus. Our requirements for information systems are high. ShareCRM's PaaS capability can quickly respond to Han's Laser's organizational changes and business development needs — from front-end customer acquisition to project wins, delivery, and service. It truly supports the standardized management of our entire marketing and service process."— Zhang Lei, Deputy General Manager, Han's Laser Intelligent Equipment Group
Conclusion
Han's Laser's transformation shows how equipment manufacturers can move beyond fragmented systems to build one connected operating model for sales, delivery, and service. The 27% reduction in field mileage alone demonstrates what becomes possible when service costs are managed with the same rigor as revenue. With ShareCRM, Han's Laser turned customer data, project execution, field service, and management analytics into a single business system — one that supports growth with greater speed, visibility, and control.
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