Case Study: Yaskawa America cuts call center wait times with SAP Contact Center

Yaskawa America: Driving Customer Satisfaction through Call Center Excellence with SAP Contact Center

Yaskawa America, a major manufacturer of industrial machinery and robots, faced challenges with its outdated call center system. The old system hindered their ability to provide the desired level of 24x7 technical support, made simple administrative changes reliant on IT, and could not adequately support key sales initiatives. To improve customer intimacy and satisfaction, they turned to SAP for a solution using SAP® Contact Center software.

SAP implemented a flexible solution that created a single virtual call center from multiple locations. This allowed for customized service, the ability to locate abandoned callers, and support for remote agents. The results were highly successful: Yaskawa America cut caller wait times by 50%, answered 94.3% of calls within 30 seconds, and reduced its abandoned call rate to 2.2%. Furthermore, SAP's solution led to a 50% reduction in operational costs and contributed to a 10% increase in revenue.

Yaskawa America

Dennis Fitzgerald

VP Customer Satisfaction