Twilio Case Studies Toyota Connected Leverages Twilio Flex for Enhanced Customer Experience

	Toyota Connected Leverages Twilio Flex for Enhanced Customer Experience Twilio

Toyota Connected Leverages Twilio Flex for Enhanced Customer Experience

Twilio

Technology Category	Analytics & Modeling - Machine Learning Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Automotive Equipment & Machinery
Applicable Functions	Product Research & Development
Use Cases	Smart Campus Vehicle Performance Monitoring
Services	System Integration
Challenge	Toyota Connected North America (TCNA) was in need of a flexible call center solution that could respond to customers’ needs and innovate quickly on a global scale. TCNA's Drivelink, a telematics platform, provides over 6 million drivers with access to emergency and convenience features. However, the technology powering many customer experiences was key to maintaining a competitive edge in a crowded industry. TCNA needed a solution that could scale in North America with more connected vehicles while maintaining high-quality experiences that often connected customers and agents in just a matter of seconds. They also needed a tool that offered direct access to data so that they could drive decisions quickly based on insights. Lastly, TCNA needed an intuitive tool that could integrate into Salesforce CRM and data-management tools. Read More
About Customer	Toyota Connected North America (TCNA) is Toyota’s software services innovation engine, bringing data, machine learning, and AI together to transform the way drivers interact with their vehicles. Drivelink, TCNA’s telematics platform, provides more than 6 million drivers with access to emergency and convenience features, including Automatic Crash Notification, stolen vehicle alert, roadside assistance, and Destination Assist. Behind Drivelink is a network of agents who are responsible for assisting drivers at the press of a button or in anticipation of an emergency situation. Drivelink competes in a crowded industry, and the technology powering many customer experiences has been key to maintaining a leading edge. Read More
Solution	TCNA turned to Twilio Flex to power their contact center, enabling agents to provide fast, consistent customer experiences. This allowed Toyota Connected to focus its resources on efficiently scaling up to service more than 6 million Toyota and Lexus drivers with a robust telematics platform. Twilio Flex offered the Drivelink team ample flexibility to adapt its platform at a rapid, global scale. When the engineering team found changes they wanted to make, their new platform was built to implement ideas quickly. For example, TCNA was able to act on agent feedback significantly quicker than they would have been able to before Flex. Twilio Flex also offered direct access to data, empowering TCNA to run their own reporting and have a holistic view into every dimension they wanted in regard to performance. Lastly, Twilio Flex was able to integrate into Salesforce CRM and data-management tools, providing a more intuitive interface for agents. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Machine Learning

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Automotive

Equipment & Machinery

Applicable Functions

Product Research & Development

Use Cases

Smart Campus

Vehicle Performance Monitoring

Services

System Integration

Challenge

Toyota Connected North America (TCNA) was in need of a flexible call center solution that could respond to customers’ needs and innovate quickly on a global scale. TCNA's Drivelink, a telematics platform, provides over 6 million drivers with access to emergency and convenience features. However, the technology powering many customer experiences was key to maintaining a competitive edge in a crowded industry. TCNA needed a solution that could scale in North America with more connected vehicles while maintaining high-quality experiences that often connected customers and agents in just a matter of seconds. They also needed a tool that offered direct access to data so that they could drive decisions quickly based on insights. Lastly, TCNA needed an intuitive tool that could integrate into Salesforce CRM and data-management tools.

About Customer

Toyota Connected North America (TCNA) is Toyota’s software services innovation engine, bringing data, machine learning, and AI together to transform the way drivers interact with their vehicles. Drivelink, TCNA’s telematics platform, provides more than 6 million drivers with access to emergency and convenience features, including Automatic Crash Notification, stolen vehicle alert, roadside assistance, and Destination Assist. Behind Drivelink is a network of agents who are responsible for assisting drivers at the press of a button or in anticipation of an emergency situation. Drivelink competes in a crowded industry, and the technology powering many customer experiences has been key to maintaining a leading edge.

Solution

TCNA turned to Twilio Flex to power their contact center, enabling agents to provide fast, consistent customer experiences. This allowed Toyota Connected to focus its resources on efficiently scaling up to service more than 6 million Toyota and Lexus drivers with a robust telematics platform. Twilio Flex offered the Drivelink team ample flexibility to adapt its platform at a rapid, global scale. When the engineering team found changes they wanted to make, their new platform was built to implement ideas quickly. For example, TCNA was able to act on agent feedback significantly quicker than they would have been able to before Flex. Twilio Flex also offered direct access to data, empowering TCNA to run their own reporting and have a holistic view into every dimension they wanted in regard to performance. Lastly, Twilio Flex was able to integrate into Salesforce CRM and data-management tools, providing a more intuitive interface for agents.

Impact #1	The switch to Twilio Flex has empowered agents in their work, creating a more seamless experience for TCNA’s customers. For example, if a customer gets disconnected from a call, they can now reconnect them with the same agent. Agents are now connected with a wealth of new data that helps them better meet the needs of customers, and new services are being rolled out to make their journeys even smoother behind the wheel of Toyota and Lexus vehicles. Twilio Flex’s customization and flexibility has also helped TCNA set up new features quickly. In some cases, modifications were delivered through Twilio Flex the same day. This has resulted in a huge change in the speed of technical implementation, reducing the waiting time from months to just a day.

Impact #1

The switch to Twilio Flex has empowered agents in their work, creating a more seamless experience for TCNA’s customers. For example, if a customer gets disconnected from a call, they can now reconnect them with the same agent. Agents are now connected with a wealth of new data that helps them better meet the needs of customers, and new services are being rolled out to make their journeys even smoother behind the wheel of Toyota and Lexus vehicles. Twilio Flex’s customization and flexibility has also helped TCNA set up new features quickly. In some cases, modifications were delivered through Twilio Flex the same day. This has resulted in a huge change in the speed of technical implementation, reducing the waiting time from months to just a day.

Benefit #1	13% reduction in after-call work
Benefit #2	18% decrease in average monthly handle time
Benefit #3	Ability to implement changes within hours or days instead of weeks or months

Benefit #1

13% reduction in after-call work

Benefit #2

18% decrease in average monthly handle time

Benefit #3

Ability to implement changes within hours or days instead of weeks or months

Download PDF Version

Overview

Toyota Connected Leverages Twilio Flex for Enhanced Customer Experience

Operational Impact

Quantitative Benefit