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Besides original equipment manufacturers who produce a final vehicle, Tier N suppliers within the automotive industry global supply chain and aftermarket, and the secondary market concerned with parts, equipment and accessories after the sale of a vehicle by the OEM to the consumer, there is another very important part of the industry – customer service!

As noted by PwC in its 2015 Auto Industry Trends report, dealers – OEM-owned or independent – earn little from new-car sales: their profits come largely from service, parts sales, and used-car sales.

Helping maintain industry-leader Toyota’s world-renowned reputation for excellence in customer service is the essential objective of Toyota Lanka, the Sri Lankan subsidiary of the Japanese automotive manufacturer, and an IFS customer since 1998.

“The main challenge is customer retention because Toyota is famous for customer care,” says Manohara Atukorala, Chief Operating Officer at Toyota Lanka in a new customer experience case study and video we have just published.

Established in 1995 and the sole distributor in Sri Lanka for Toyota cars, Toyota Lanka enjoys a 40 percent share of the market for new cars. The company sells and services Toyota cars from 14 locations across the country, and has nearly 700 employees. It operates the largest spare parts warehouse in Sri Lanka with state-of-the-art streamlined IT with enhanced and lean operations.

Choosing an ERP solution that enables everyone at Toyota Lanka to deliver on key customer service and retention objectives led the company to IFS Applications, whose user-friendliness and global reporting capabilities give Toyota Lanka the confidence and agility they require to convert complexity into simplicity.

Our tailored solution designed for companies in the automotive industry provides Toyota Lanka with benefits like these:

  • Reduce costs and obtain maximum efficiency from employees and data
  • Fulfill global reporting objectives as part of a global organization
  • IFS’s global footprint with significant local support on the ground in Toyota Lanka’s market

There’s much more in the video testimonial:

So to cover all the parts that the automotive industry consists of, it’s important to have a powerful and integrated ERP solution that not only gives you manufacturing and supply chain functionality but also includes a service module to fulfil the requirements you strive to achieve in providing excellent customer service.

IFS Applications fits the bill for Toyota Lanka.

  • Read the Toyota Lanka story in the written case study. Free download.

One Response to “See how Toyota Lanka delivers excellence in customer service”

  1. Sardha

    There is no question. Toyota is one of the best cars for value. Specially the corolla model 121. But recently the service charges had gone up too much.

    Last week for the car service the engine oil cost around 3140.00 the service cost to change the oil was 2400.00.

    Rotate wheels 1400.00

    This gives a signal to the client that Toyota Lanka is becoming a very un-reasonable service provider.

    Please look into this matter.

    Reply

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