Yaskawa America Improves Call Center Performance with SAP Contact Center

Case studies

WMS

Yaskawa America Improves Call Center Performance with SAP Contact Center

Case study showing how Yaskawa America consolidated call centers, cut wait times 50%, and reduced abandoned calls to 2.2% using SAP Contact Center.

Published

June 4, 2026

Read time

3 min read

Source

SAP

Yaskawa America, a manufacturer of industrial robots and motion control products, replaced its legacy call center system with SAP Contact Center. The solution created a single virtual contact center across multiple sites, enabled home agents, and integrated with SAP CRM. Results included 94% of calls answered within 30 seconds, 50% lower operational costs, and reduced IT dependency for queue and user changes.

Key takeaways

Consolidated multiple sites into one virtual call center using SAP Contact Center

94% of calls answered within 30 seconds; wait times reduced by 50%

Abandoned call rate dropped to 2.2% with improved queue management

Managers gained self-service control over queues and staffing without IT tickets

Native integration with SAP CRM enabled better customer data access during calls

Market overview

SCR methodology note

Vendor landscape

Leaders

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Important consideration

Original Source

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