Yaskawa Europe: Linking Call & Caller Information to Salesforce Records
Yaskawa Europe, a global leader in industrial automation, was facing challenges in managing customer calls efficiently within their Drives Motion Controls (DMC) division.
Johannes Müller, Aftersales Manager for DMC at Yaskawa Europe, needed a simple solution to integrate their existing phone system with Salesforce, aiming to improve case and customer record keeping, while boosting call efficiency.
The challenge: Manual call logging & disconnected data
Before integrating their phone system with Salesforce, Yaskawa relied on manual processes for logging calls and assigning cases.
This led to data inaccuracy, delays in retrieving caller information, and ultimately longer call times.
To complicate matters, after switching telephone systems, managing these licenses had become an increasingly time-consuming task.
The action: Uniting telephony & CRM data in Salesforce
After Mirage was recommended by their systems integration consultant, the Yaskawa team used the CTI Data Connector to connect their telephone system with Salesforce.
According to Johannes, "The primary focus was on building a single source of truth for all customer and call data, so we can improve data accuracy in Salesforce and speed up our internal processes.”
The integration automated the logging of call data, ensuring each one was accurately recorded and linked to the appropriate case in Salesforce.
Mirage’s click-to-dial function also saves agents’ time by ensuring they can source and dial numbers without leaving Salesforce.
The results: Accurate data & automated call logging
By connecting their telephone system with Salesforce, Yaskawa significantly reduced the manual work associated with managing calls while enhancing the accuracy of their data in Salesforce.
"The CTI Data Connector by Mirage has been very helpful. We can now easily assign call information to cases in Salesforce, automatically dial numbers, and get a complete overview of account activities," Johannes explains.
He also praised the seamless implementation and ongoing support from Mirage.
This successful integration allowed Yaskawa's agents to access real-time customer data during calls, reducing time-on-call and improving customer service by building more personalized caller experiences.
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