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.
Toyota
Transforming the commerce customer experience of an automotive giant.
Service | Technology, Creative |
Industry | Automotive |
150.000+new customers within one year of implementation.
OverviewEnhancing Toyota Motor Philippine's’ customer interaction by improving CRM and omnichannel integration.
![](https://www.sai-digital.com/site/sai-website/master/_/attachment/inline/e6e37617-c8c5-48fe-ad02-e84a9455e635:690a912186d8e72d84360e7f28a8898c53324195/overview.jpg)
ChallengeOutdated CRM at Toyota Philippines hinders customer engagement and leads.
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.
![](https://www.sai-digital.com/site/sai-website/master/_/attachment/inline/9c3b3e76-49e0-406a-a8c0-92519aee069c:66d1dcc3736f803c0bfb7e32b374df338c5cc11d/challage.png)
TasksAn enhanced SAP Commerce Experience.
Optimized user interface design with Qualtrics.
Unified digital experience across Toyota's platforms.
![](https://www.sai-digital.com/site/sai-website/master/_/attachment/inline/1561ae01-a2d6-493b-8295-38c2650d7b77:29653b261813bedaa13e7a77b7a3df16a0210ec7/tasklist.jpg)
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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