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Toyota Connected Leverages Twilio Flex for Enhanced Customer Experience
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
The 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 The 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.
The 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.
Operational Impact
Quantitative Benefit
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