-Tom Sumner, Senior Vice President,
If you’re not listening, you’re missing out.
Social media has evolved from purely an entertainment medium to an important channel for people to connect with the brands they follow. As consumers are increasingly using social channels to tweet and post about products, Yamaha needed to find new ways to engage with its customers.
“Our tagline is ‘Yamaha Listens’ and we really wanted to take that to the next level,” says Rick Williams, Manager of Customer Support, Yamaha Corporation of America. “We get inquiries from all over and social media is a channel that's getting larger.”
The world’s largest manufacturer of musical instruments, Yamaha is dedicated to providing superior customer support and uses salesforce.com to manage its 16 million customer contacts. Three years after the implementation, the company realized it was missing opportunities to build value through better customer care and looked to Deloitte to provide the leadership to help achieve their goal.
“We needed to be flexible enough to get to people where they are. Deloitte gave us the ability to be flexible,” says Tom Sumner.
Deloitte’s ability to instill confidence and trust helped Yamaha transform and streamline its customer support function, enabling agents to more efficiently interact with each other and customers using salesforce.com. Everything an agent needs to know about a customer is available on one screen. And Salesforce Chatter allows agents to get instant input from peers to quickly resolve customer cases.
Not only is Yamaha listening, it’s also capturing what customers are posting about products on Facebook and Twitter. “There are companies getting almost half of their leads through social channels,” explains Rob Rose, Principal, Deloitte Consulting LLP. “Deloitte is helping organizations engage with customers wherever they’re having conversations.” Since the new capabilities went live, Yamaha has improved collaboration and productivity, while driving better customer engagement.
As used in this document, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.
– Jeff Hawley, Director of Customer Experience, Yamaha Corporation of America