Case study

Toyota Financial Services improves their contact ratio by 43% and reduces operating costs by 12%

The leading finance, insurance and services automotive company improved its operational metrics with inConcert's all-in-one solution. On a single platform, it integrated and optimized its collection, credit and customer service processes.

  • Industry
    Automotive Finance & Insurance
  • Operations
    More than 170 countries
12%

savings in
operating costs

5 months

payback (ROI)

43%

Increase in
contact rate

90%

response in
20 seconds

15%

NPS

100%

of backend management applications integrated into the platform

12%

savings in
operating costs

5

payback (ROI)

43%

Increase in
contact rate

90%

response in
20 seconds

15%

NPS

100%

of backend management applications integrated into the platform

12%

savings in
operating costs

5 months

payback (ROI)

43%

Increase in
contact rate

90%

response in
20 seconds

15%

NPS
 

100%

of backend management applications integrated into the platform

Hablan los protagonistas

Let’s hear from the protagonists

"I can say that it is a unique experience, both as a user and as a customer. I would recommend them to everyone."

Joaquín Gómez Galindo,
HRM, Toyota Financial Services

Features
  • Inbox omnicanal
  • Predictive Dialing
  • Voicebots
  • Automated emails
  • IVR
  • Flow Designer
  • CTI Integrations
  • Recording
  • Post-call surveys
Solutions
Features
  • Inbox omnicanal
  • Predictive Dialing
  • Voicebots
  • Automated emails
  • IVR
  • Flow Designer
  • CTI Integrations
  • Recording
  • Post-call surveys

The challenge

They needed to integrate multiple backend management applications into their contact center operation.

TFS required an agile and flexible technology, which would allow them to advance in the digital transformation of its processes and improve the customer experience.

Main needs
  • Diversify business strategies: They needed to apply new and creative strategies to contact customers and distributors, while optimizing operating costs.
  • Integrated management and reporting: They needed to integrate multiple backend management applications to the different campaigns of the contact center operation, with global and more accurate reporting.
  • Flexibility and scalability: They needed to integrate urgent adaptations of their operation or technological platforms, on the spot, without depending on the supplier and guaranteeing the operational continuity.
They needed to integrate
multiple backend management
applications into the contact center operation
Dstacado
They needed to integrate multiple backend management applications into the contact center operation

Solution

Omnichannel and self-service

The inConcert Omnichannel Contact Center platform was implemented with functionalities focused on automating and optimizing contacts with customers and distributors:

  • Omnichannel inbox of calls and digital channels for customer service.
  • IVRs with self-service functions.
Contact conversion management and continuous quality workflow improvements

New recovery strategies were defined, taking advantage of these automated functionalities:

  • Massive outgoing voice messages.
  • Predictive dialing.
  • Automated e-mails.
Quality management

While focusing on improvement, they implemented the following:

  • Automated and integrated post-call quality surveys.
  • Recorded calls that were integrated into the contact center.
  • Customized reports for future analysis.
CTI integration with management applications

The CTI integration was carried out by managing applications for incoming attention campaigns and outgoing recovery campaigns.

Scripts were defined and apps were developed with inConcert's front-end design tool, naturally integrated into the corresponding contact center campaigns.

Thanks to these integrations, reports that combine operating results with management results are obtained.

Consulting, training courses and support

Throughout the process, TFS was supported by inConcert consultants, who advised them on the best functionalities to be implemented in each scenario.

Specific training on the tools was delivered, providing autonomy to TFS in the implementation of new requirements (such as configuring new campaigns, developing apps or IVR flows). Throughout the process, rapid response technical support was provided to ensure the continuity of the operation.

Results

TFS redefined its collection, credit and customer service processes and increased the campaign’s productivity and effectiveness. Improved the experience for customers and employees, optimizing all operational processes.

In five months, they recovered the investment and have saved a 12% in operating costs.

12%

Reduction in
operating costs

5

Months to recover
their total investment

Other improved indicators
  • NPS: +15%.
  • Contact ratio: +43%.
  • Response SLA: 90% in less than 20 seconds.
With inConcert, TFS acquired the flexibility to scale and adapt to new requirements in a self-sufficient way.
Dstacado
With inConcert, TFS acquired the flexibility to scale and adapt to new requirements in a self-sufficient way.

Toyota

Toyota Financial Services (TFS) is one of the leading providers of financing, insurance and services programs in the automotive industry internationally. Its corporate mission is based on maximizing individual and team performance to achieve satisfied customers for life.

  •  
    Industry: Automotive Finance & Insurance
  •  
    Operations: More than 170 countries