“Zero paper” strategy and improving service quality

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“Zero paper” strategy and improving service quality

“Zero paper” strategy and improving service quality

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.


Solution was rolled out gradually 

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. 


Client benefits 

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: 

  • The first project draws on Numerial's expertise in auto­mated document reading: henceforth, a solution developed by Numerial will scan in the information on incoming faxes. Checks are performed automatically (amounts, complete­ness of pages, validation of the presence of signatures etc.), thus facilitating processing of these documents by the Toyota teams. 
  • The second project, in which Numerial is responsible for the back office part, consists of setting up a website to of­fer a high quality customer service. 

From now on, Toyota France Financement's customer service will be available 24/7 and will offer access to documents.

quotation marks

Numerial helps us to identify, define and deploy solutions that address our challenges

David Schotkosky

Operations Director, Toyota Financement

quotation marks

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

François Martines

Managing Director, Toyota Financement

Challenge

Challenge
  • Vast number of paper documents (~ 40,000 contracts) resulting in space problems, misclassification or loss of contracts

Solution

Solution
  • Integration of OnBase content management system to roll out a "zero paper" strategy by digitising customers' contracts

Advantages

Advantages
  • Improved productivity with instant access to digital documents
  • Improved maximum security for documents
  • Improved transparency of actions with activity tracking in real time
  • Direct savings due to the reduction in paper and document printing requirements