The application of information technology (IT) on customer services has been widely explored and successfully implemented in the abroad. Although IT related industries have been developed rapidly in Taiwan, the application of IT on customer services in local businesses lags for behind due to past emphasis on manufacturing. The intent of the study is to help to remedy such problem. The machining tool industry is the target subject of the study. The information system aspect of IT is considered specifically. In short, an integrated customer service information system (ICSIS) reference framework for the machining tool industry is constructed. A theoretical ICSIS framework is developed based on a synergy of concepts discussed in the current literature. IDEF0, a system analysis tool, is employed to analyze and describe the functions within the framework. Furthermore, a number of local machining tool companies are surveyed to validate the comprehensiveness of the framework. Consequently, the developed ICSIS framework could assist the local machining tool industry to implement customer service information systems.