{"id":4359,"date":"2020-05-08T22:29:33","date_gmt":"2020-05-08T22:29:33","guid":{"rendered":"https:\/\/ptpinc.com\/staging\/?page_id=4359"},"modified":"2020-07-01T12:16:44","modified_gmt":"2020-07-01T19:16:44","slug":"toyota-financial-services","status":"publish","type":"page","link":"https:\/\/ptpinc.com\/staging\/our-clients\/toyota-financial-services\/","title":{"rendered":"Toyota Financial Services"},"content":{"rendered":"<h4>\n\t\tHOW A HOUSEHOLD NAME COMPETES ON\n\t<\/h4>\n\t<h1>\n\t\t\t\tCustomer Experience in the Digital Age\n\t\t\t<\/h1>\n\t\t<p><strong>Toyota Financial Services<\/strong> (TFS) needed a solution to replace their current contact center infrastructure, as well as optimize their inbound and outbound voice self-service solution. PTP conducted a full assessment of business requirements and drivers, then developed a technological strategy to support a seamless customer experience. <\/p>\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/toyota_logo_circle-.png\" alt=\"toyota_logo_circle\" itemprop=\"image\"\/>\n\t<h3>\n\t\t\t\tTHE CHALLENGES\n\t\t\t<\/h3>\n\t\t<p>Due to an outdated contact center platform, TFS was experiencing significant difficulties with customer retention, which resulted from challenges such as:<\/p>\t\n\t<ul>\n\t\t<li>\t\t\t\t\n\t\tSlow processing times<\/li><li>\t\t\t\t\n\t\tNo integrated security solution<\/li><li>\t\t\t\t\n\t\tA lack of options for customers to handle auto loan inquiries, and no customized call paths for dealers or direct consumers<\/li><li>\t\t\t\t\n\t\tInsufficient service for Spanish speakers, which made up a high volume of calls<\/li><li>\t\t\t\t\n\t\tLimited CRM tools that lacked web-based solutions<\/li>\t<\/ul>\n\t<h3>\n\t\t\t\tA Tailored Technological Solution to Address Customer Needs\n\t\t\t<\/h3>\n\t\t<p>PTP constructed a comprehensive solution for TFS, building in a diverse range of technological features to improve the system as a whole. Our solution included:<\/p>\t\n\t<ul>\n\t\t<li>\t\t\t\t\n\t\t<p>A Customer Journey RoadmapLaid the groundwork for better user experiences now and in the future, incorporating customer personas and voice recognition to reduce customer frustration and wait times.<\/p><\/li><li>\t\t\t\t\n\t\t<p>More Self-Service OptionsEmpowered customers over the web and phone, providing increased customer control over call paths.<\/p><\/li><li>\t\t\t\t\n\t\t<p>Improved Server and Back-End InterfacesSupported usability, sped up call routing, and slashed costs.<\/p><\/li><li>\t\t\t\t\n\t\t<p>Optimized Call RoutingRouting based on customer value, history, troubles faced, and agent availability boosted customer retention and reduced operational costs.<\/p><\/li><li>\t\t\t\t\n\t\t<p>Fine-Tuned Telephony MechanismsDelivered a marked improvement in customer authentication and automation.<\/p><\/li>\t<\/ul>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/toyota_image_small.jpg\" alt=\"toyota_image_small\" itemprop=\"image\"\/>\n\t<h3>\n\t\t\t\tdownload Full Case Study\n\t\t\t<\/h3>\n\t\t\t<a href=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/toyota_study.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" role=\"button\">\n\t\t\t\t\t\t\tDownload PDF\n\t\t<\/a>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/02\/increase_CAR.png\" alt=\"increase_CAR\" itemprop=\"image\"\/>\n\t\t\t<h4>6% increase <\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t<p>in customer authentication and automation<\/p>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/center_contact_center.png\" alt=\"center_contact_center\" itemprop=\"image\"\/>\n\t\t\t<h4>Accelerated call routing and increased usability<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/decrease_cost_light_blue.png\" alt=\"decrease_cost_light_blue\" itemprop=\"image\"\/>\n\t\t\t<h4>Reduced operational costs<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/customer_retention_blue.png\" alt=\"customer_retention_blue\" itemprop=\"image\"\/>\n\t\t\t<h4>Increased customer retention<\/h4><h6> <\/h6>\t\t\t\n\t<h4>\n\t\t\t\tABOUT\n\t\t\t<\/h4>\n\t\t<p>Toyota Financial Services (TFS) is a leading provider of auto loans and financial products and services for customers, dealers, and direct consumers across the U.S.<\/p>\t\n<h4>\n\t\tOUR SUCCESS\n\t<\/h4>\n\t<h3>\n\t\t\t\tCAN BE YOUR SUCCESS\n\t\t\t<\/h3>\n\t\t<p>Since our beginning, we&#8217;ve been passionate about helping our clients provide the best customer experiences possible. This passion, combined with a lot of knowledge and hard work, has allowed us to work with some of the top brands in the world. And we&#8217;d like to do the exact same for you. Just give us a call to get the conversation started.<\/p>\t\n\t\t\t<a href=\"https:\/\/ptpinc.com\/staging\/schedule-an-assessment\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tSchedule an Assessment\n\t\t<\/a>\n","protected":false},"excerpt":{"rendered":"<p>HOW A HOUSEHOLD NAME COMPETES ON Customer Experience in the Digital Age Toyota Financial Services (TFS) needed a solution to replace their current contact center infrastructure, as well as optimize their inbound and outbound voice self-service solution. PTP conducted a full assessment of business requirements and drivers, then developed a technological strategy to support a [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":3125,"menu_order":210,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"page-builder","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-4359","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/4359"}],"collection":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/comments?post=4359"}],"version-history":[{"count":0,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/4359\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/3125"}],"wp:attachment":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/media?parent=4359"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}