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

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• Customer data housed in multiple contact managers, division-specific databases and outdated customer service system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