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OUR SUCCESS
Toyota
Toyota
Technology: PHP, MySQL
Application Genre: CRM
Toyota is fourth-largest manufacturer of automobiles in the USA. With an industry experience of more than 50 years, Toyota is easily talked about as the best in the business. Toyota´s global contact centers are testimony to their commitment to maximizing customer satisfaction.
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Business Need
John is a customer service representative (CSR) at the Toyota contact center. In a normal business day, John makes approximately 125 calls to prospective customers who are listed in the Toyota database. John works in a team of 40 CSRs who report to Steven, the floor manager at the Toyota contact center. In June 2005, TLI Software received a Request For Proposal (RFP) from Toyota to develop an intuitive application that would track and report the performance of its customer service representatives.
TLI Software CRM Solution
TLI Software designed and developed an application that would track the performance of John and the other CSRs. TLI Software developed an extremely user-friendly interface that displayed the contact information of the customer (Name, Billing Address, E-mail, and Fax Number) to John and other CSRs. The application allowed John and other CSRs to assign "dispositions" to capture the outcome of a call made to a prospective Toyota customer. These dispositions were:
- Deal Complete
- Call Back
- Not Interested
- Number Busy
- No Answer
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TLI: Intuitive Performance Reporting for Toyota
TLI Software also ensured a smooth workflow by configuring the application to display the contact information of the next prospective customer after a call was completed by a CSR. The dispositions of all calls in a normal business day was consolidated and converted by the application into a report format.
Using the application developed by TLI Software, Steven, the floor manager, can access these reports from his workstation. These reports allow Steven to view the performance of John and other CSRs in real-time. The application allows Steven to view reports of calls made according to the cities called and also dispositions assigned. Steven can also use the application to assign specific CSRs to a specific list of customers
Features
The features in the application developed by TLI Software for Toyota included:
- Personal user name and password for CSRs and floor managers.
- Dispositions to capture the outcome of a call to a prospective Toyota customer.
- Standard formatted e-mails for CSRs that can be send to a prospective customer with information on a Toyota proposal.
- Intuitive reports for floor managers and administrators to view performance of each CSR.
- Reports that can be tweaked by floor managers or project managers to view performance of CSRs according to each disposition or cities called
- Resource management aid for project managers to assign specific CSRs to specific customers
Benefits
Tangible benefits for Toyota from the solution developed by TLI Software included
- Project management aid for floor managers such as Steven to identify the top 10 CSRs who enjoy maximum success in closing deals
- Productivity and performance optimization for floor managers such as Steven through assigning specific CSR resources to specific customers
- Reports that can be accessed by project managers in real-time from anywhere in the world through the internet
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