Case Study: UMW Toyota achieves real-time, accurate customer satisfaction monitoring with ABBYY FormReader

ABBYY FormReader Helps UMW Toyota to Monitor Customer Satisfaction

UMW Toyota, a market leader in Malaysia, needed to process about 6,000 mailed customer survey forms each month (sales SSI and after-sales CSI). Manual data entry and long-term outsourcing were costly, error-prone and provided no real-time access, while bilingual two-page forms and inconsistent vendor cooperation made accurate, timely capture especially challenging.

UMW Toyota worked with Scientific Digital Business and reseller FCS to deploy ABBYY FormReader, using OCR/ICR/OMR and a custom script to merge two-page responses into a single CSV and route outputs to backend analytics and customer relations. The automated solution improved recognition accuracy, made data immediately accessible and archivable, cut processing time and costs, and enabled effective monitoring of customer satisfaction.

Toyota