Toyota Financial Services Builds Business Continuity
Toyota Financial Services Builds Business Continuity with Interactive Intelligence
IP communications platform supports business growth, improves customer service and reduces business risk
Auckland, 12 November 2012 - Toyota Financial Services New Zealand (TFS), New Zealand's largest motor vehicle manufacturer-owned finance company, has announced the deployment of Interactive Intelligence Group Inc.'s all-in-one IP business communications software suite, Customer Interaction Center (CIC). The company is using CIC to manage the telephony requirements of its national customer contact centre and Auckland-based main office, along with the co-located Auckland Sales Office of sister organisation, Toyota New Zealand.
CIC went live in August and is already delivering an improved flow of calls and new self-help options resulting in a better experience for customers and less double handling of calls by staff. In addition, the ability to contact specific staff more directly is providing time-saving benefits to callers in regular contact with TFS.
The IP-based solution has enabled the company to rationalise its number of phone lines, thereby reducing the cost of phone bills, while the ability to redirect incoming faxes to the company email system is delivering savings in handling and printing costs. Importantly, CIC also provides TFS with the assurance of an enhanced disaster recovery and business continuity capability through the ability to quickly and easily redeploy telephony services to alternate sites.
Glenn Armishaw, Development Group Manager, Toyota Financial Services said, “In selecting the solution we were after flexibility and scalability in regards to enabling our company's expansion. We wanted the ability to add functionality for more complex call centre capabilities and to record calls or play disclosure statements as required for compliance reasons. We also sought integration with our CRM package and core receivables systems, plus looked for 'future proofing' as best possible.”
Toyota Financial Services was established in 1989 and today has over $900 million in assets. The organisation offers a comprehensive range of vehicle financial, leasing and insurance products to customers via 50 Toyota Customer Centres nationwide, direct though its offices in Auckland, Wellington and Christchurch, and online.
Interactive Intelligence partner and business communications solutions specialist, Amtel, was responsible for the deployment of CIC at TFS.
About Toyota Financial Services
One of the first finance companies established by Toyota outside of Japan, Toyota Financial Services New Zealand has operated in New Zealand since 1989. Globally Toyota Financial Services operates in over 30 countries and regions and has in excess of $USD100bn in total assets and over 17 million customers.
In New Zealand TFS offers a full range of motor vehicle financing, leasing, fleet management and motor vehicle and payment protection insurance products. It has grown to be one of New Zealand’s largest finance companies being the biggest motor vehicle manufacturer-owned company in New Zealand with over 30,000 vehicles on the road. TFS New Zealand has an Aa2/AA- credit rating (as rated by Moodys and Standard & Poors), reflecting the strength of our parent company.
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact centre automation, unified communications, and business process automation software and services. The company's unified IP business communications solutions, which can be deployed on-premise or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections, and utilities. Interactive Intelligence was founded in 1994 and has more than 4,500 customers worldwide. The company is among Forbes Magazine's 2011 Best Small Companies in America and Software Magazine's 2011 Top 500 Global Software and Service Providers. It employs more than 1,000 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific.
Amtel Communications is the New Zealand provider of Interactive Intelligence