Case Study: Toyota Financial Services boosts customer engagement and sales with imagino

Customer knowledge, the compass guiding Toyota Financial Services strategy

Toyota Financial Services, the financial arm of Toyota and Lexus, needed a better understanding of its customer journeys to build stronger relationships and implement a personalized strategy. To address this challenge and a lack of customer interaction between contracts, they partnered with Imagino to implement its Customer Engagement platform, which includes a Customer Data Platform (CDP) and campaign management tool.

By implementing the Imagino solution, Toyota Financial Services consolidated customer knowledge from nine data sources. The results were significant, including a massive reduction in call time from 30 minutes to just one minute. Marketing performance also improved with email open rates increasing by 65% and engagement rates by 25%. Furthermore, the initiative led to a measurable increase in customer satisfaction scores and generated an additional €150,000 in sales from new upsell and cross-sell opportunities within six months.

Toyota Financial Services

Deborah Truong

Head of Customer Experience Department