Case Study: Yamaha Corporation of America achieves seamless omnichannel customer service with Salesforce Service Cloud

Yamaha provides great customer service on every channel

Yamaha Corporation of America, a global maker of instruments from pianos to piccolos, wanted to become more customer-centric but faced a fragmented process for handling customer inquiries across channels. Customers reached out by social media, phone and email, and passing issues from social channels into the contact centre was a “painful hodgepodge” that slowed responses and hurt consistency.

Yamaha solved this by socializing the contact centre with Salesforce Service Cloud, converting social posts into cases and consolidating customer profiles so every interaction is tracked and handled like any other service request. The streamlined workflow delivers faster, consistent responses across channels, reduces internal complexity, and boosts agent satisfaction—which in turn improves the customer experience.

Yamaha Corporation of America

Tom Sumner

Senior Vice President