Initiatives for Improved Customer Response and Support

  1. Customer Response and Support Structure
  2. After-sales Service Management System
  3. Education/Training Related to After-sales Services

The Yamaha Group has established an After-sales Service structure for customers. The organization is working to respond to customer inquiries and requests with integrity.
In Japan, the musical instruments and audio products divisions set up a Customer Support Department in Yamaha Music Japan Co., Ltd. which is a sales company, and organizes customer service by product. Overseas, we created an After-sales Service network for each region. This network serves as a point of contact for customers and includes Yamaha Group Service Centers, Yamaha Authorized Service Centers, distributors and contracted engineers.
The customer support departments develop customer support systems that make use of telephone, website and social networking services in order to respond smoothly to inquiries. Some of these departments have introduced a customer management system using cloud computing.

Customer response and support system in Japan

[ image ] Customer response and support system in Japan
[ image ] Yamaha Music Japan Co., Ltd.
Yamaha Music Japan Co., Ltd.
[ image ] Yamaha Corporation of America
Yamaha Corporation of America
[ image ] Yamaha Music Europe GmbH
Yamaha Music Europe GmbH

The Yamaha Group has created an After-sales Service Management System and is working to continually improve the quality of our customer response and support based on the slogan “ONE YAMAHA.” The Yamaha Group policy is shared at the annual Service Management Meeting and each sales company and manufacturing company with a service parts center in Japan and overseas set target values for improving After-sales Service quality. Each Group company conducts activities according to its plans, and Yamaha Corporation’s Quality Assurance Division monitors their progress. In this way, the entire Yamaha Group works to make improvements to continuously enhance response to customers and customer support.
After-sales Service representatives from 22 Japanese and overseas companies participated in fiscal 2017’s Service Management Meeting, and discussed a management program related to After-sales Service.
Furthermore, in order to provide standardized high-quality after-sales support to the customers all over the world, in January 2015, the Yamaha Group established the After-sales Service Management Policy, which outlines the basics of after-sales services that need to be shared in the Group. In January 2017, we established an operation manual to systematically apply this business policy to the operation.

[ image ] Yamaha Group After-sales Service Management System
[ image ] Service Management Meeting
Service Management Meeting

Initiatives

Evaluation of Customer Service Call Centers from the Customers’ Viewpoint

Yamaha Music Japan Co., Ltd. has adopted targets such as Response Rate* (ease of contacting us by telephone at the call center) and time taken to respond to email inquiries. Using these indices helps us maintain and improve customer service quality. The customer services are operated under management guidelines which specify that the telephone response rate be better than 90.0% and the response rate of an email inquiry replied within 24 hours on business days after it is received to be more than 95.0%. This goal was achieved in fiscal 2017.
Yamaha Music Japan also evaluates customer satisfaction. Results of the customer satisfaction survey showed approximately 80.0% of our customers were satisfied by the support and of which more than 50.0% were dealt with more promptly than expected and had the problem resolved.
In addition, Yamaha Music Japan has taken the initiative to improve the quality of its frequently asked questions (FAQs) section on the website. As a part of the initiative, smartphone browser accessibility was enhanced, doubling the website traffic of the FAQ page in the past two years.

  • * Ratio of incoming calls answered by an operator.

Yamaha Corporation is striving to develop and fulfill an After-sales Service network in which customers can continue using our products at ease. We periodically hold technical training for After-sales Service skills for employees of Group sales companies in Japan and overseas, and the participants then teach the same skills to the repair technicians in each region. We also visit overseas sales distributers in areas where there are no Group companies, and hold technical training for After-sales Service skills.