Case Study: Toyota Financial Services achieves a frictionless customer experience with BBT Digital

Toyota Financial Services reduces inbound calls and wait times with BBT Digital

Toyota Financial Services, a large motor vehicle finance company in New Zealand, faced challenges in managing a high volume of customer enquiries for its complex financial products. They partnered with vendor BBT Digital to create a frictionless user experience and a self-serve digital solution to resolve customer pain points, particularly around personal data access.

BBT Digital developed a web-based customer portal as a Minimum Viable Product (MVP), focusing on an intuitive UI/UX design that allowed customers to access loan information and update details in real-time. The solution significantly reduced inbound calls and wait times for the customer service center almost immediately after its soft launch, providing a quick win and valuable insights for future development.

Toyota Financial Services