From feedback to action with ISAAC, Hello Customer’s AI

Founded in 1997, Toyota Financial Services France is the captive finance arm of Toyota, the world’s leading car manufacturer, operating in 39 countries with 28 million active customers. Toyota Financial Services provides a wide range of vehicle financing solutions, as well as vehicle-related services and insurance.

Their challenges

• Understanding customer intentions at the end of their contracts
• Tracking customer satisfaction throughout the contract lifecycle
• Measuring customer satisfaction after each interaction with Customer Service

Hello Customer integrates with the company’s Marketing Automation and Customer Data Platform solutions within the network architecture, impacting three key areas:

1. Satisfaction surveys: Sending ongoing satisfaction surveys
2. CRM marketing campaigns: Triggering CRM marketing campaigns based on customer responses
3. Customer profile: Creating a unique customer profile in our Customer Data Platform that displays satisfaction scores and negative feedback

After sending surveys via Hello Customer and analyzing responses through ISAAC, Toyota Financial Services was able to implement concrete actions using dashboards and the Key Driver analysis:

1. Team training: Introducing additional training programs to address customer feedback in the “Personnel” category
2. Process improvement: Optimizing procedures to address customer feedback in the “Digital” category
3. Continuous analysis: Analyzing customer feedback through ISAAC to enable continuous improvement actions