Toyota Financial Services improves its engagement rate by 43% and reduces operating costs by 12%

They needed to integrate multiple management applications into the operation of the contact center. TFS required agile and flexible technology, allowing it to advance 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 saving operating costs.
• Integrated management and reporting: They needed to integrate multiple campaign management applications into the contact center operation, with global and more accurate indicators.
• Flexibility and scalability: Make urgent adaptations to your operation or technological platforms, when they are required, without depending on the supplier and ensuring the continuity of the operation.

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Omnichannel and self-service

The Inconnect platform was implemented with functionalities focused on automating and optimizing contacts with customers and distributors:

• Omnichannel inbox for calls and digital channels for customer service.
• IVRs with self-service features.

Collection management and continuous quality improvement

New collection strategies were defined taking advantage of these automation features:

• Mass outbound voice messages.
• Predictive dialing.
• Automated sending of emails.

Quality Management

With a focus on continuous improvement, the following were incorporated:

• Automated post-call surveys.
• Integrated call recording to the contact center.
• Personalized reports for later analysis.

CTI integration with management applications

CTI integration with management applications was carried out in inbound care campaigns and in outbound collections. Scripts were defined and apps developed with the Inconcert front-end design tool, naturally integrated with the corresponding contact center campaigns. Thanks to these integrations, reports are obtained that combine operating results with management results.

Consulting, training and support

Throughout the process, TFS was accompanied by Inconcert consultants, who advised him on the best features to implement in each case. Specific training was carried out on the tools provided to give TFS autonomy in implementing new requirements (such as configuring new campaigns, developing apps or IVR flows). Quick-response technical support was provided at all times to ensure business continuity.

I can say that I have had a unique experience as a user and customer with InConcert, I only have to mention positive aspects and highly recommend it. - Joaquin Gomez Galindo, HRM, Toyota Financial Services