Toyota France’s new CRM engine

FRANCE: Toyota, the car manufacturer operates all over France via a distribution network of more than 200 partners and 300 resellers for its Toyota and Lexus brands. Toyota France needed an information system that allowed a streamlining of the sales process and the organization of the direct marketing activities.

As a result, Toyota France's executive management decided to conduct a survey on the optimization of CRM across its distribution network. Long-time CDC Software partner, AXOA was selected by Toyota France to carry out the survey, implement the solution, structure exchanges and manage information from the Toyota reseller network and from its partners. After the study was completed and in early 2008, Toyota France selected CDC Software’s CRM for centralizing information shared by the 1200 users.

CDC Software, a subsidiary of CDC Corp. and a provider of enterprise software applications and business services announced that Toyota France has implemented Pivotal CRM at its nearly 300 reseller sites.

The main goal was to create a single sales activities desk (Bureau d'Activite Commercial) for managing the entire customer relationship chain with a simple, user-friendly tool that interfaced with existing systems. Toyota France wanted the B.A.C. to provide high performing analytic functionalities for both the reseller network and for Toyota France's Executive Management.

"The creation and setting up of the single sales activities desk - Bureau d'Activite Commerciale - was needed in order to organize our distribution network," said Alain Staricky, CIO for Toyota France. "We have chosen a CRM solution that enabled us to integrate specific processes from car sales, other sales, and also product coding. Pivotal CRM is flexible and highly customizable and allowed us to support functionalities in sales and marketing as well as customer services."