Yamaha Integrates Salesforce CRM with Back-End Systems to Consolidate Key Data

"We needed CRM that could integrate with Oracle and other applications, like our product item summary and dealer eligibility, to create a single user portal that would be exposed to our field sales staff calling on the same dealers from multiple divisions. Salesforce CRM was the only CRM that could be immediately deployed with full integration capabilities to match our future requirements. Force.com helps us take CRM in entirely new directions with apps for other critical processes like email campaign and survey management."


— Yamaha Corporation of America

Challenge

  • Customer data housed in multiple contact managers, division-specific databases and outdated customer service system
  • Needed to consolidate and automate processes to meet long-term financial goals
  • Required robust integration with Oracle and homegrown systems
  • Wanted to avoid risk and length of PeopleSoft or SAP implementation

Solution

  • With added functionally available through AppExchange, Yamaha manages email campaigns, surveys, and contracting with electronic signature
  • Deployed salesforce.com nationwide across sales, marketing, credit, operations, artist relations divisions, and most recently to service & support
  • Worked with salesforce.com partner WisdomNet to create a security model and customized applications for a wide range of user requirements
  • Consolidated customer information available in the field or office
  • Developerforce enables rapid, easy integration with back-end systems

Results

  • Improved tracking and management of customer information and activities associated with sales calls
  • Integrated campaign management to manage interactions around hundreds of trade shows
  • Better coordination of sales and marketing to large customers for increased commercial and institutional sales

Yamaha Corporation of America

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