Transforming the commerce customer experience of an automotive giant.

Technology, Creative
150.000+new customers within one year of implementation.
OverviewEnhancing Toyota Motor Philippine's’ customer interaction by improving CRM and omnichannel integration.
ChallengeOutdated CRM at Toyota Philippines hinders customer engagement and leads.

The existing digital landscape at Toyota Motor Philippines limited customer engagement. A dated CRM system complicated the creation of a comprehensive customer view and made lead capture convoluted, resulting in poor user adoption.

SolutionImproved data management boosts personalized service and real-time updates.

Through better data management, they implemented 1:1 personalization across channels. The improved customer experience for after-sales service included:

  • Periodic maintenance reminders.
  • Service booking.
  • Insurance renewal.
  • And IoT enablement providing real-time vehicle information.
TasksAn enhanced SAP Commerce Experience.
Optimized user interface design with Qualtrics.
Unified digital experience across Toyota's platforms.
Enhanced personalization with SAP Customer Data Cloud.
Transforming after-sales service with IoT and SAP Sales & Service Cloud.
Balancing technology and human-centric approach for improved customer experience.
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