Case Study: Toyota Lanka achieves improved customer service, retention and cost efficiency with IFS

Toyota lanka delivers on its customer service and retention goals with IFS

Toyota Lanka, the Sri Lankan subsidiary of Toyota established in 1995, holds about 40% of the market for new Japanese-origin cars and operates 14 sales and service locations with nearly 700 employees under Toyota’s 3‑S (sales, service, spare parts) concept. Its key challenge was sustaining Toyota’s global reputation for excellence by improving customer service and retention across a complex, nationwide operation while meeting global reporting and agility requirements.

Toyota Lanka chose IFS for its modular, user‑friendly ERP and strong local/global support, deploying finance, distribution, service management and HR modules and upgrading to IFS 9 with embedded CRM. The implementation automated roughly 80% of administrative work, reduced costs, improved employee and customer satisfaction, and delivered the reporting flexibility and operational agility needed to support the company’s Mission 2020 growth plans.

Toyota

Manohara Atukorala

Chief Operating Officer