The case "Integral" is about how a multinational company specializing in machinery goods uses high technology in its field support and mandated safety solutions to migrate its customer relationships into partnerships of growing scope and with new revenue streams. The key technologies are in-situ equipment monitoring and wireless communications. The key management ingredients are top management's understanding and respect for operational issues. The history of the case also illustrates the importance of the strategic choice of the in-house vs. in-sourced nature of the needed technical expertise, and of a gradual deployment compatible with the fast technology evolution.