Toyota Financial Services and KPC: a strategic partnership to optimize the customer experience through imagino
Toyota Financial Services (TFS), the captive finance company of Toyota and Lexus, collaborated with KPC and imagino to transforming its approach to customer relationship management and customer experience.
To meet the challenge of retaining its 170,000 active customers and optimizing contract renewals, TFS has chosen to deploy a data-driven strategy and to implement an innovative solution focused on data and the personalization of all interactions in the customer journey.
This strategic initiative is part of TFS's desire to differentiate itself through excellence in customer experience and to ensure sustainable growth of its business.
Customer issues
In a market where customer loyalty is crucial, TFS faced several major challenges directly impacting its commercial performance:
- An underdeveloped customer relationship, limiting itself to basic contractual interactions
- A customer churn rate that needs optimizing due to a lack of commitment during the contract period
- An untapped data asset, depriving the company of growth and retention opportunities
The digital transformation of customer relations and customer experience has become a strategic imperative with three main objectives:
- Deploy an omnichannel customer communication strategy to maximize customer retention rate and lifetime value
- Leveraging customer data as a driver of sales performance through a better understanding of behaviors and expectations
- Implement a personalized marketing approach to optimize contract renewal rates and develop cross-selling
This transformation aims to generate a significant business impact in terms of recurring revenue and customer satisfaction.
The solution proposed by KPC
To address these challenges, KPC supported TFS in implementing the Imagino platform, a no-code solution specializing in customer data management and activation. The implemented solution includes:
- The creation of a Customer Experience Architecture (CXA) to understand and map the customer journey.
- Automation and personalization of customer journeys thanks to the integration of contractual data into imagino.
- The collaboration with KPC and Imagino to create a data foundation and a unified customer view, accessible to business teams.
- The integration of diverse data sources (Oracle, Snowflake, website tags etc.) for a 360 view of the customer.
- The implementation of 8 automated customer journeys, representing 345 customer events, contracts and dealerships.
- Using Imagino Campaign to manage communications and personalize messages.
The benefits
The implementation of the Imagino solution has brought numerous benefits to TFS:
- Improving customer satisfaction, particularly at the end of the contract, with a gain of 1.4 points compared to 2021.
- Increased open and engagement rates for email campaigns, among the best in the banking sector.
- Developing additional sales, with €150,000 in revenue generated in six months thanks to e-commerce and qualified leads.
- Optimizing operational efficiency, with a time saving of 30 seconds to 1 minute per call for customer service thanks to a single customer record.
- Autonomy of TFS teams in the use of Imagino, with a rapid increase in skills.
- Reducing dependence on Excel and simplified access to data for marketing teams.
In its support, KPC was able to capitalize on several differentiating strengths: his strong entrepreneurial culture, his ability to work closely with his clients, as well as his knowledge of the Imagino teams – the latter having been developed during a previous successful collaboration on the Neolane solution.
Next steps
To go further, TFS plans to integrate:
- Of the predictive scores to improve the personalization and renewal of contracts.
- Of new communication channels, like SMS
- L'’artificial intelligence to optimize user experience and results.
In conclusion, the Toyota Financial Services project, supported by KPC and the imagino solution, illustrates how intelligent data exploitation, coupled with advanced marketing personalization can transform the customer experience and generate significant results in terms of satisfaction, loyalty and sales growth.
The tangible results obtained confirm the ROI of this digital transformation and position TFS as an innovative player in its sector.
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«"The objective of’Imagino, it's from "Bringing together business and technical teams around data"».
Olive Boisnard, VP Sales at Imagino.
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“After a few months and tens of thousands emails Once sent, we observed very promising deliverability, open, and click-through rates. Our open rate reached +65%, and our response rate is among the best in the banking sector.”.
Deborah Truong,
Head of Customer Experience & CRM Department
at Toyota.
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“The customer journey at Toyota Financial Services is now fully automated and personalized thanks to the customer data we have been able to centralize and unify using the CDP. imagino. The difficulty when starting to implement this type of customer journey is to avoid what I call the "grocery store," that is, wanting to take into account all the special cases. LThe complexity lies in the simplicity ”.
Corinne Bourdin,
Director of Marketing Consulting Offers at KPC.
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«When we work on a new project in partnership with imagino, We begin by creating a data model because it's the starting point, but this model isn't static. It's a bit like a mille-feuille pastry: I add a use case to this mille-feuille… I don't create multiple mille-feuilles. And each time I create different versions of this model, I enrich it..”
Gilles Liguori,
Associate Director of CRM operations at KPC.
About
Toyota Financial Services (TFS)Toyota Financial Services (TFS) is the captive finance arm of the Toyota and Lexus group, offering automotive financing solutions: loans, lease-to-own (LOA), and services related to vehicle financing and maintenance. Present in 38 countries, TFSS has been operating in France for 25 years. The brand serves 170,000 customers and finances 471,000 new vehicles. Working closely with the manufacturer and the Toyota network of experts, the teams design a variety of competitive offers to help customers manage their automotive expenses with complete peace of mind.
Imagino, Imagino, a French company founded in 2017, offers a customer data management platform and a campaign management solution designed to connect, unify, and activate customer data. These two tools meet the needs of professionals in marketing, finance, and customer relations, enabling them to deliver a seamless and personalized customer experience. With its automation system and unified view, Imagino empowers businesses to regain control of their customer data, reducing time-to-value, lowering initial investment, and accelerating ROI.
Founded in 2010, KPC is a Consulting and Expertise firm specializing in Data and Digital, recognized for its unique positioning as a Pure-Player in the fields of Data and Processes by unifying the mastery of data, business processes and Artificial Intelligence (AI). With a team of passionate consultants spread across 8 agencies in France With international locations, KPC supports its clients in their quest for excellence. Thanks to strategic partnerships with major market players such as SAP and Salesforce, Snowflake, Qlik, Talend, Microsoft and imagino, KPC offers high value-added solutions in various areas: Data Consulting & Strategy, Data Cloud & Analytics, Advanced Analytics & GenIA, Data Governance, CRM, ERP, EPM and Digital Factory.