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Auto loan specialist, Toyota France Financement was founded in 1997 to as¬sist and support customers buying Toyota vehicles. True to its image, Toyota cultivates its values across all its corporate domains: quality, competitiveness, innovative services. Therefore, both dealerships and Toyota Financement need a great amount of documents. By 2006, a vast number of paper documents relating to 40,000 contracts had piled up at the headquarters of Toyota France Financement, resulting in space problems, misclassification or even loss of contracts. Toyota therefore opted for the OnBase content management system, which let it roll out its "zero paper" strategy by digitising customers' original contracts.
The solution was rolled out gradually at Toyota Financement France. The first step affected the process from request approval to payment. The software was then developed to integrate loan requests into the system, followed by the fax documents received from the dealerships. The rollout was completed in 2011 by insourcing the digitisation of contracts and correspondence, then integrating customer requests in the same IT system. Configured in OnBase, a CRM tool pools the requests across the channels, ensures transparency of processing, and improves the time taken to reply to customers.
Today, thanks to the OnBase solution, around 80,000 records and 30,000 to 40,000 new loan requests are managed annually, with a response time of under four hours.
Toyota France Financement is now extending the system capacities to include two new projects:
From now on, Toyota France Financement's customer service will be available 24/7 and will offer access to documents.
Numerial helps us to identify, define and deploy solutions that address our challenges
Operations Director, Toyota Financement
Service quality is a key element in customer satisfaction and retention. Thanks to OnBase, the time saved can be reinvested in what makes up Toyota's DNA, which is to satisfy our dealerships and end customers
Managing Director, Toyota Financement