Image of LY Corporation's Slack interface next to headline claiming 27,000 empoyees across groups connected in Slack

How LY Corporation’s 100+ businesses operate as one global company

Salesforce’s Agentic Enterprise architecture helps the expansive, globally distributed organization work better and faster together.

The results

27K

employees across groups connected in Slack

10K

users analyzing data in Tableau

A 20,000-person company overnight

LY Corporation was established in 2023 to unite Japan’s leading digital services into one company capable of anchoring users throughout their daily lives. This move brought together more than 100 businesses — including Japan’s number-one messaging platform, LINE, and internet portal Yahoo! JAPAN — along with 20,000 employees and 700 operational systems. Literally overnight, LY Corporation became one of the biggest companies in the region.

Each company came with its own processes, systems, and vast stores of data. As a result, customer information was spread across 124 different services, making it nearly impossible to see a user’s full journey across products.

Beyond customer service, remote, globally distributed teams struggled to connect insights or coordinate work. To fully deliver on their promise to users across Japan and beyond, LY Corporation needed a better way to bring their teams, systems, and data together.

From siloed data to trusted context

The first step in operating as one company was unifying data. Much of LY Corporation’s data already lived inside CSHUB, the company’s homebuilt data hub, along with large data environments in Hadoop and Teradata. To bring that information together in a way applications and teams could use in real time, LY Corporation uses MuleSoft.

MuleSoft integrates CSHUB with Salesforce through secure APIs, allowing real-time user, order, and payment data to flow directly into Salesforce. This means service teams and Agentforce have immediate access to the same trusted context used across the business and can take action on accurate, up-to-date information.

Where humans & agents work together

On top of unified data, LY Corporation also needed a unified system of work. With Customer 360, LY Corporation’s sales, marketing, and service teams work from a single, shared view of customer data across every interaction:

Agentforce Sales serves as the hub for corporate account engagement, helping teams manage pipeline, conversion, and upsell with advertisers and partners. Unified data brings those B2B operations together with customer interactions, giving teams a single, connected workspace to engage every account with full context.
Agentforce Marketing supports targeted B2B outreach that helps the LY Corporation team cultivate deeper relationships with high-value accounts. It also enables small-scale B2B outreach — like PayPay Gourmet Service campaigns and commerce call center email delivery — helping each business unit tailor outreach to its audience.
Tableau helps more than 10,000 employees in media and commerce monitor ad sales and optimize campaigns in real time, giving teams immediate visibility into what’s working and where to adjust.
Agentforce Service is where more than 700 reps manage everything from enterprise B2B advertiser accounts to individual B2C customer profiles each day. With real-time customer data and instant access to more than 500 knowledge articles, reps can resolve complex issues quickly from a single workspace — no app switching and no multiple sign-ons. An embedded AI agent powered by Agentforce answers common account and feature questions on LY Corporation’s two most highly used services — Yahoo! JAPAN ID and LYP Premium — with plans to expand from two services today to more than 10 in the near future.

AI-powered engagement in Slack

Bringing all 27,000 employees across their group of companies, offices, and remote teams is Slack, LY Corporation’s primary engagement layer. “We truly couldn’t run our business without Slack,” said Norihiro Hattori, Executive Officer and CIO. “Personally, I’m using Slack throughout the day. If I’m not in virtual meetings, I’m on Slack.”

For the 13,000 employees using AI in Slack, conversation summaries and AI search are helping move work forward faster. LY Corporation is also preparing to launch Slack’s Today feature, which will give employees a single, focused view of the most important messages and tasks at the start of each day.

“I’m active in over 100 Slack channels. AI in Slack is incredibly helpful for searching past conversations,” said Tsunayoshi Egawa, Principal Architect of Customer Service. “I always ask SaaS vendors about their Slack integration. Knowing they’re on Slack is the best indicator of employee efficiency.”

Customer Story

Agentic service to resolve 80% of customer FAQ for LY Corporation.

Agentforce resolves 25,000 customer FAQs a month on the Yahoo! JAPAN portal, with every answer grounded in trusted knowledge, order data, and case history.

Learn more

Why LY Corporation chose Salesforce

Salesforce Trust Layer

“The deciding factor was the Salesforce Trust Layer, which includes advanced security and governance features such as zero retention and data masking,” Hattori shared. “These capabilities would have been extremely costly and time-consuming to develop in-house.” The Trust Layer protects customer and business data and provides audit trails that track AI-generated responses and actions.

Streamlined procurement

LY Corporation streamlined procurement by purchasing through the AWS Marketplace — replacing a month-long paper process with a digital workflow. Consolidating AWS and Salesforce into one bill cut committed spend, accelerated Salesforce adoption, and gave IT full visibility and control over technology costs.

Flexible, extensible foundation

MuleSoft enabled LY Corporation to connect their existing systems to their Salesforce solutions without rebuilding or moving any of it. That flexibility helped them gain more value from their existing tech investments and deploy new capabilities faster.

Salesforce Professional Services

Salesforce Professional Services partnered with LY Corporation from the start to design and build Agentforce solutions. The team ran onsite discovery and built a proof of concept that demonstrated Agentforce could handle over 300,000 inquiries per month. The team also built custom topics, actions, and UI aligned with LY Corporation’s brand.

Salesforce Signature Success Plan

The Salesforce Signature Success Plan helped LY Corporation move their agents from beta to production. The team helped troubleshoot issues, guide configuration changes, and supported the onsite go-live to ensure the system ran smoothly at launch.