8/27/2012 [Corporate]

World’s Largest Musical Instrument Manufacturer Puts New Practices and Technology Into Place to Help Answer Customer Queries Faster and More Efficiently

BUENA PARK, Calif. — When it comes to customer service, Yamaha's tagline – and its operating philosophy – is "Yamaha Listens." When it came time to take its operations to the next level and improve its method of communications internally and externally, the company turned to Deloitte Consulting LLP (Deloitte Consulting), who designed a plan for Yamaha to enhance its salesforce.com cloud-based customer relationship management (CRM) apps - Salesforce Sales Cloud and Service Cloud.

"We were able to streamline what the customer support agents did, how they interfaced with the customers and how they interfaced with Salesforce," said Tom Sumner, senior vice president at Yamaha Corporation of America. "We need to be flexible enough to connect with people in the ways they want to communicate. Deloitte Consulting and salesforce.com helped us develop the ability to be flexible."

A team of Deloitte Consulting professionals evaluated and recommended changes to the way Yamaha served its customers. Yamaha integrated communications across marketing, sales and service platforms, enabling its employees to better monitor social media sites and address customer concerns in a timely manner.

"The real value Deloitte Consulting brings to its clients is the knowledge and experience in driving significant business improvements through the transformation of people, process and technology," said Rob Rose, principal, Deloitte Consulting LLP. "For us, it's exciting to work with companies like Yamaha who are transforming their customer support processes, and taking advantage of Salesforce to deliver customer support via social media channels."

"The Deloitte Consulting implementation really has helped us to bring together disparate silos that used to exist so that we now have one cohesive system," said Jeff Hawley, director, customer experience group, Yamaha Corporation of America. "There are some great companies in the music industry who are using social tools, but we’ve yet to see anyone take it to the level that we have with Deloitte Consulting and Salesforce by connecting these pieces. Ultimately, it really does all cycle back to customer experience. This implementation will help us provide even better customer experiences."

For more information about Yamaha products, write Yamaha Corporation of America, P.O. Box 6600, Buena Park, CA 90622-6600; call (714) 522-9011; email infostation@yamaha.com; or visit http://4wrd.it/usayamaha.

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