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Toyota cuts order processing time from five days to 24 hours

Margi Murphy | Sept. 30, 2014
Order completion sped up with Perceptive Software, says carmaker's dealership network.

Toyota GB decreased order processing time from five days to 24 hours after deploying an automated workflow system from Perceptive Software.

The car manufacturers' Dealership Centre Network is better equipped to deal with order surges throughout the year from its 180 dealerships across the UK since deploying the workflow and document manager, Toyota said.

Peak times, including March and September when new registration numbers are issued, can cause delays in order processing and potentially risk Toyota GB's service level agreement.

Jane Crane, Toyota GB's Credit Manager and Manager of the Order Processing team said: "Our processes were working to a degree but we were heavily reliant on paper-based records and this was holding us back. It was taking between four and five days to log, check and process an order. This wasn't the type of service we wanted to provide to our dealer network.

"We also recognised that these problems risked getting worse as demand for our vehicles increased."

Order emails are now automatically indexed in Perceptive Content, which captures the deal and order numbers. This can be linked to Toyota GB's mainframe system for additional colour, price and accessories details which are then sent to the workflow element of the software for checking and processing. All information is filed electronically, saving paper and admin costs.

It also means staff can access orders online, meaning any queries from their dealers are dealt with in less time, improving customer service. Crane's team can see how many orders are in the processing queue and can assign additional staff to quicken the pace to avoid backlogs.

Toyota GB achieved a return on investment within a year of bringing Perceptive's software in, it said.


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