SUCCESS STORY｜TOYOTA FINANCIAL SERVICES
Toyota Financial Services｜Journeys 100% automated on imagino
KPC rolls out the imagino CDP at Toyota Financial Services to activate customer data across the whole journey. 300 campaigns in 3 years, 8 automated journeys, +65% email open rate.
The impact in numbers
+65%
Email open rate, among the best in the banking sector
€150k
Additional revenue generated in 6 months (upsell & cross-sell)
+1.4 pts
NPS gain at end of contract over 18 months
300
Campaigns deployed in 3 years
The impact in numbers
+65%
Email open rate, among the best in the banking sector
€150k
Additional revenue generated in 6 months (upsell & cross-sell)
+1.4 pts
NPS gain at end of contract over 18 months
300
Campaigns deployed in 3 years
The impact in numbers
+65%
Email open rate, among the best in the banking sector
€150k
Additional revenue generated in 6 months (upsell & cross-sell)
+1.4 pts
NPS gain at end of contract over 18 months
300
Campaigns deployed in 3 years
RESULTS
The results for Toyota Financial Services
+65% email open rate
Email campaigns reach a +65% open rate and a +25% response rate. TFS now sits among the best players in the banking sector on both measures.
The results for Toyota Financial Services
30 seconds to 1 minute saved per call
The single customer record brings together contract data, scores and engagement history. Customer service adapts its approach the moment it picks up. Call time is halved.
The results for Toyota Financial Services
€150,000 in additional revenue in 6 months
The e-commerce journeys and cross-sell generate €150k in 6 months: a channel that did not exist before imagino.
RESULTS
The results for Toyota Financial Services
+65% email open rate
Email campaigns reach a +65% open rate and a +25% response rate. TFS now sits among the best players in the banking sector on both measures.
The results for Toyota Financial Services
30 seconds to 1 minute saved per call
The single customer record brings together contract data, scores and engagement history. Customer service adapts its approach the moment it picks up. Call time is halved.
The results for Toyota Financial Services
€150,000 in additional revenue in 6 months
The e-commerce journeys and cross-sell generate €150k in 6 months: a channel that did not exist before imagino.
RESULTS
The results for Toyota Financial Services
+65% email open rate
Email campaigns reach a +65% open rate and a +25% response rate. TFS now sits among the best players in the banking sector on both measures.
The results for Toyota Financial Services
30 seconds to 1 minute saved per call
The single customer record brings together contract data, scores and engagement history. Customer service adapts its approach the moment it picks up. Call time is halved.
The results for Toyota Financial Services
€150,000 in additional revenue in 6 months
The e-commerce journeys and cross-sell generate €150k in 6 months: a channel that did not exist before imagino.
Background & core challenges
170,000 customers, untapped data and a relationship that stopped at signature
Toyota Financial Services is the captive finance arm of Toyota and Lexus in France. It finances 47% of new Toyota vehicles sold to private buyers (2024) and has 170,000 active customers. A subsidiary of a group present in more than 40 countries and regions, it has operated in France since 1997.
Close to 100% of Toyota sales happen at the dealership; TFS had no direct contact with its customers between signing the contract and the approach to renewal. The customer data existed, spread across several sources, but stayed untapped by the business and marketing teams.
The challenge: activate that data to create a continuous relationship, reduce churn and grow new revenue across the whole customer life cycle.
Maintain the customer relationship throughout the contract, not just at contractual moments
Reduce churn by engaging the customer between signature and renewal
Make the business and marketing teams independent on customer data
Grow additional sales (upsell, cross-sell, e-commerce)
Background & core challenges
170,000 customers, untapped data and a relationship that stopped at signature
Toyota Financial Services is the captive finance arm of Toyota and Lexus in France. It finances 47% of new Toyota vehicles sold to private buyers (2024) and has 170,000 active customers. A subsidiary of a group present in more than 40 countries and regions, it has operated in France since 1997.
Close to 100% of Toyota sales happen at the dealership; TFS had no direct contact with its customers between signing the contract and the approach to renewal. The customer data existed, spread across several sources, but stayed untapped by the business and marketing teams.
The challenge: activate that data to create a continuous relationship, reduce churn and grow new revenue across the whole customer life cycle.
Maintain the customer relationship throughout the contract, not just at contractual moments
Reduce churn by engaging the customer between signature and renewal
Make the business and marketing teams independent on customer data
Grow additional sales (upsell, cross-sell, e-commerce)
Background & core challenges
170,000 customers, untapped data and a relationship that stopped at signature
Toyota Financial Services is the captive finance arm of Toyota and Lexus in France. It finances 47% of new Toyota vehicles sold to private buyers (2024) and has 170,000 active customers. A subsidiary of a group present in more than 40 countries and regions, it has operated in France since 1997.
Close to 100% of Toyota sales happen at the dealership; TFS had no direct contact with its customers between signing the contract and the approach to renewal. The customer data existed, spread across several sources, but stayed untapped by the business and marketing teams.
The challenge: activate that data to create a continuous relationship, reduce churn and grow new revenue across the whole customer life cycle.
Maintain the customer relationship throughout the contract, not just at contractual moments
Reduce churn by engaging the customer between signature and renewal
Make the business and marketing teams independent on customer data
Grow additional sales (upsell, cross-sell, e-commerce)
Our approach
imagino CDP: a unified customer view, journeys 100% automated
KPC rolls out imagino (CDP + Campaign Management) inside TFS's ecosystem. The project starts from the customer journeys, not from the tools. The first use cases are in production within 2 to 3 months.
Data unification
Build a 360 customer view
KPC brings 9 data sources (Oracle, Snowflake, website tag…) into imagino. 1,384 raw data points are structured into 83 tables. The unified customer profile is available to the business, marketing and customer service teams.
Journey automation
8 customer journeys, 345 automated events
A Customer Experience Architecture (CXA) maps the journey from the start to the end of the contract. 8 journeys cover 345 events (contracts, payments, renewal, dealers). A data model that can evolve, rather than silos per use case.
Multichannel activation
300 campaigns in 3 years, e-commerce opened up
Imagino Campaign drives personalized email communications based on contract and behavioral data. The imagino tag opens up the e-commerce and abandoned-basket journeys: a channel that did not exist before the project.
Our approach
imagino CDP: a unified customer view, journeys 100% automated
KPC rolls out imagino (CDP + Campaign Management) inside TFS's ecosystem. The project starts from the customer journeys, not from the tools. The first use cases are in production within 2 to 3 months.
Data unification
Build a 360 customer view
KPC brings 9 data sources (Oracle, Snowflake, website tag…) into imagino. 1,384 raw data points are structured into 83 tables. The unified customer profile is available to the business, marketing and customer service teams.
Journey automation
8 customer journeys, 345 automated events
A Customer Experience Architecture (CXA) maps the journey from the start to the end of the contract. 8 journeys cover 345 events (contracts, payments, renewal, dealers). A data model that can evolve, rather than silos per use case.
Multichannel activation
300 campaigns in 3 years, e-commerce opened up
Imagino Campaign drives personalized email communications based on contract and behavioral data. The imagino tag opens up the e-commerce and abandoned-basket journeys: a channel that did not exist before the project.
Our approach
imagino CDP: a unified customer view, journeys 100% automated
KPC rolls out imagino (CDP + Campaign Management) inside TFS's ecosystem. The project starts from the customer journeys, not from the tools. The first use cases are in production within 2 to 3 months.
Data unification
Build a 360 customer view
KPC brings 9 data sources (Oracle, Snowflake, website tag…) into imagino. 1,384 raw data points are structured into 83 tables. The unified customer profile is available to the business, marketing and customer service teams.
Journey automation
8 customer journeys, 345 automated events
A Customer Experience Architecture (CXA) maps the journey from the start to the end of the contract. 8 journeys cover 345 events (contracts, payments, renewal, dealers). A data model that can evolve, rather than silos per use case.
Multichannel activation
300 campaigns in 3 years, e-commerce opened up
Imagino Campaign drives personalized email communications based on contract and behavioral data. The imagino tag opens up the e-commerce and abandoned-basket journeys: a channel that did not exist before the project.
"After a few months and tens of thousands of emails sent, we can see that the deliverability, open and click figures are very promising. Our open rate reaches +65% and our response rate is among the best in the banking sector."
Déborah Truong
Head of Customer Experience · Toyota Financial Services
Our clients
Our clients
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Aqualung Group — Transforming the data platform
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Business services
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Organic food distribution
Biocoop — Steering the forecasting processes with SAP BPC
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Retail & Distribution
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Heating, plumbing and renewable energy distribution
Richardson — Opening up access to data by moving to the cloud
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Equipment rental
Professional Equipment Rental Company | Industrialized tender response 100% Snowflake
Gen AI
Snowflake
→
Transport & Logistics
Global shipping company — Data Science: from R&D to industrialization
AI
Data
→
Industry
Aqualung Group — Transforming the data platform
Snowflake
Data Platform
→
Business services
APAVE — Cross-office capacity planning
Pigment
EPM
→
Organic food distribution
Biocoop — Steering the forecasting processes with SAP BPC
SAP
Retail & Distribution
→
Heating, plumbing and renewable energy distribution
Richardson — Opening up access to data by moving to the cloud
Qlik
Snowflake
→
A CDP PROJECT IN MIND?
A CDP project to roll out on imagino?
KPC supports the rollout of imagino CDP and Campaign Management — from modeling the customer data to automating the journeys. imagino vendor partner, CRM & CDP expertise.
A CDP PROJECT IN MIND?
A CDP project to roll out on imagino?
KPC supports the rollout of imagino CDP and Campaign Management — from modeling the customer data to automating the journeys. imagino vendor partner, CRM & CDP expertise.
A CDP PROJECT IN MIND?
A CDP project to roll out on imagino?
KPC supports the rollout of imagino CDP and Campaign Management — from modeling the customer data to automating the journeys. imagino vendor partner, CRM & CDP expertise.