Project description
TASK stands for "Toyota active systematic customer care" in aftersales and offers Toyota dealers a platform for addressing customers simply and precisely. To do this, they receive support from the centrally provided content and the automatic success measurement that is integrated for each customer contact. Cover letters via e-mail and letter are 100% integrated and can be automated.
More information about this project can be found at: it-tecture.de/projects/task.html
Project details
| Customer: | Toyota Deutschland GmbH |
| Launch: | August 2020 |
| Task: | Central platform for Toyota dealers, in which customer contacts can be launched easily and in a target group-oriented manner, and with which the success of the actions carried out can be measured automatically. |
| Solution: | In the web-based application TASK, the dealer can view and analyze customer, vehicle and workshop data from his Dealer Management System (DMS). Based on this data, target groups are suggested and sorted by contactability (for letter, e-mail and telephone) and made available to the dealer for contacting. The actions can be performed in TASK both manually and automatically. With the eCare extension, vehicle sensor data (alerts = potential order) is available to the dealer, on the basis of which customer contacts are also carried out. |
| Perspective: | By connecting further IT systems from the aftersales area, additional contact options are to be created in TASK for Toyota dealers. |
Dealer Dashboard - The start in TASK
On the dashboard, the retailer can find all the important data on open potentials, launched campaigns and key figures for his operation. From here, one click takes the user directly to the relevant area. Furthermore, employees are also presented with news in the application.
Data quality - the key to successful customer contact
The dealer's customer, vehicle and workshop data is processed and analyzed in TASK. In the data quality area, the dealer can identify errors in data maintenance, then adjust the processes in the dealership and then view the effects in TASK, including the development over time.
Managing the aftersales business with key operating figures
Based on the data transmitted by the DMS, TASK determines KPIs that help the dealer track developments in the customer and vehicle base. These figures help determine which customers to contact next.
Configure and perform customer actions in TASK
TASK allows the retailer to configure and execute actions for customer contact and measure success without any further effort. Whether writing letters, sending e-mails or documenting telephone calls - all this is possible in the application.
The screenshot shows the creation of an email template.
eCARE - more security for customers
Via the eCare system, the dealer receives real-time alerts from his customers' vehicles and can thus contact them directly in the event of problems and offer his assistance or a workshop appointment. In addition, a telephone bot can be activated to take over the initial contact and provide the customer with initial recommendations for action in the event of particularly safety-relevant faults.
All information about the customer at a glance
In the customer details page, the dealer sees all the important data on the customer, the vehicle and the history, such as invoices, customer contacts and warning messages. Individual customer contacts can also be started and documented here.
More information about this project can be found at: it-tecture.de/projects/task.html