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

The results: better contact, lower costs, and a return on investment in five months

The changes have been noticeable in the day-to-day operations of Toyota Financial Services, especially in collections, credit, and customer service processes. The company has successfully connected its channels and applications, reached more customers, and made work easier for its teams. All of this has helped streamline operations and has also been reflected in the business results.

1. A 43% improvement in contact rates

TFS has managed to improve its contact rate by 43%. This progress is especially important in collections processes, as locating the customer is the first step toward moving forward with any case. Thanks to this improvement, TFS has increased the effectiveness of its campaigns and successfully reached more customers.

2. 12% in savings and a return on investment in five months

The improvements have also been reflected in costs. TFS has managed to reduce them by 12% with a return on investment in just five months.

3. Improved customer service

Response speed has been another major breakthrough for the project. TFS has managed to handle 90% of calls in under 20 seconds and has improved its NPS by 15%. Furthermore, it has integrated 100% of its management applications, allowing teams to consult information from a more connected environment and gain a more complete view of each customer.

The next step: exploring the integration of Inagent

Following the strong results achieved with Inconnect, TFS is already considering taking the next step in its technological transformation by incorporating Inagent, Inconcert's AI agent platform, which will allow it to further improve its service and management processes.

With Inagent, AI agents can handle various tasks autonomously according to business rules, query information in company systems, and escalate cases to a professional when human intervention is needed, all without losing the context of the conversation.

a contact center ready to keep evolving

The project with TFS has demonstrated the value of connecting service channels, business applications, and campaigns within a single environment. With Inconnect, the company has managed to improve customer reach, streamline operations, and give its teams more autonomy to adapt processes to changing needs.

The results have also been reflected in costs and service quality. Now, discussions about incorporating Inagent present new opportunities to keep moving forward, with AI agents that can take on part of the workload and work alongside human teams.

Does your company want to improve its service and collections processes too? Request a demo and find out from our team how to start achieving results.

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