Toyota Financial Services

Toyota Financial Services faced significant document management challenges in its financial operations department due to exponential sales growth over the last two years.

The previous process was manual and decentralized, based on email, paper and fax, resulting in errors in the receipt and classification of documents. Dealers sent information manually, resulting in long response times and loss of traceability. This situation had a negative impact on the customer experience, with the risk of leakage to competitors due to dissatisfaction at critical stages of the sales process.

The solution implemented with Hyland OnBase addressed four pillars: Capture, management, access and integration. The receipt of documents from various sources, including corporate applications and emails, was automated using tools such as Mailbox Importer. In short, the system was integrated with the rest of the applications and tools in the Toyota ecosystem.

The financial business logic was structured with clear workflows and differentiated roles for users. This provides the system with status control, operational control, access control and centralization of all information.

In addition, OnBase was integrated with existing enterprise applications via web services, enabling bidirectional communication and improving access to information. The implementation started in the operations department and was later extended to other areas such as administration, with optimized workflows for invoice approval and integration with SAP.

Through automation and centralization, a 60% reduction in staff time spent managing operations was achieved, while customer response time was significantly reduced, increasing satisfaction and minimizing cancellations.

Full traceability of operations allows auditing of any action or query performed, improving internal control. The end customer's perception of quality has increased thanks to the efficiency of the process. The solution is currently being extended to meet new challenges, including direct integration with end customers and migration to the cloud, ensuring the system's continued evolution.