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  • Customer data housed in multiple contact managers, division-specific databases and outdated customer service system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