Yamaha signs up with SaaS

Sometime today dealers who sell musical instruments from Yamaha Corporation of America will be getting an electronic notice about a particular selling policy. The message will include a place for the dealers to electronically sign or acknowledge that they received the policy notice.
Once that's done, says Mike Machado, CRM manager for the Buena Park, Calif. company, the service Yamaha uses to send and track the thousands and thousands of notices, will start generating metrics that are fed into Salesforce.com, so sales staff can track those automated compliance acknowledgements in the broader context of dealer information.

Prior to signing up for the Seattle-based DocuSign Inc.'s electronic signature service two years ago, Machado says Yamaha sent FedEx envelopes to each dealer, who then sent back the signed paper acknowledgements. Someone then manually tracked compliance as the documents trickled in. It was less than ideal, he says.

Beyond today's sales notice, Machado says Yamaha uses DocuSign' software as a service to manage dealer agreements through the entire workflow process, which can include more than a half-dozen approvals along the way. Naturally, DocuSign lets interested and authorized individuals see where a given document is anytime.

"Frankly," Machado says, "the biggest benefit to us has been that we know where everything is at any point in the process."

Another plus, he says, is that before DocuSign dealers might mark-up a printed contract, making changes wherever they saw fit. With the service, Yamaha can ensure that only those parts of the contract a dealer is allowed to change can be altered. Also, no one can submit an incomplete document. Everything that must be signed is signed or the file cannot be routed further.

Finally, Machado says that the 75 or so people who regularly approve contracts inside the company have all been comfortable with the process of moving from paper to digital documents. All-in-all, he says, contented users combined with an improved workflow has been nothing but music to his ears.

BY Mark Everett Hall

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