Magazine article American Banker

In Brief: Toyota to Use Siebel CRM Software

Magazine article American Banker

In Brief: Toyota to Use Siebel CRM Software

Article excerpt

An effort by Toyota Motor Corp. to upgrade its financial customer relationship management is taking on new significance as the automaker prepares to enter the U.S. banking business.

Siebel Systems Inc. of San Mateo, Calif., announced last week that Toyota Financial Services had licensed the Siebel Automotive Captive Finance suite of CRM and call center products.

Shaun J. Coyne, a vice president and the chief information officer at the Torrance, Calif., unit, said that even though the world's second-largest car company does not have a banking license, it makes sense to improve the technology at the three call centers the unit uses.

"There are some quick-hit benefits," Mr. Coyne said in an interview Feb. 3.

He said the move, from a mainframe-based call center application that Toyota Financial had developed itself, was part of a larger strategic shift toward standardized applications. "We are in the midst of replacing most of our legacy systems to support our end customers. The business is changing at such a rapid pace that we could not keep up with all the changes."

Toyota Financial reviewed five vendors before picking the Siebel Automotive Captive Finance suite of products.

"We're making investments in integration, not in code development," he said. "We're taking this point in time to make huge investments in technology to position us for the future."

Toyota Financial has 2.3 million customers in the United States and $43 billion of managed assets. …

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