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Toyota Financial Services
The Situation
Toyota Financial Services provides financing, leasing, and customer service operations for Toyota and Lexus vehicle owners across the United States. Its contact centre handles outbound customer engagement at significant scale (collections, service reminders, financing follow-up) across an agent workforce that was growing to meet increasing demand.
The outbound operation was running on manual dialling processes with no real-time connection between its customer databases and its contact centre platform. Agents were contacting the same customers multiple times, missing updates that had already happened, and operating without the data accuracy that outbound efficiency depends on.
What We Did
One Primero engineered a custom middleware solution hosted on Azure, creating a live connection between Toyota Financial Services' internal customer databases and its LiveVox contact centre platform.
The middleware pulled real-time customer data into LiveVox before each outbound interaction. Suppression logic was embedded directly into the data flow, automatically excluding contacts who had already been reached or whose status had updated. Post-call outcome data was written back to Toyota's databases automatically. The solution was built to support a threefold growth in the agent workforce without architectural rework, deployed with zero downtime.
What Followed
Outreach productivity tripled through automated, data-accurate dialling replacing manual processes. Toyota Financial Services expanded its contact centre to 400+ agents without operational disruption. Real-time data accuracy improved customer engagement quality. The Azure-hosted architecture operated without a single downtime incident through the expansion.
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