Toyota

New CRM to support nationwide franchise.

 

In 2017 Toyota NZ undertook a project to refresh and modernise its corporate CRM as part of its drive to create a new countrywide franchise model, and Circini was
brought on board to manage the company’s end-to-end Salesforce CRM migration.  

 

Challenge:
Toyota wanted to implement Salesforce CRM to maintain details on millions of vehicles, owner relationships, and associated marketing and recall campaigns. With a wealth of historical information and complex relationships, ensuring all data in the new salesforce system was highly relevant, appropriate and accurate from a business perspective was paramount.

 

Our role:
Circini was engaged early to factor migration and cutover considerations into the program.  Circini managed the end-to-end migration process, from analysis to design, extract and transformation build, execution and quality control.

Circini managed the go-live deployment by formulating and communicating a robust plan for all activities, and running multiple dress rehearsals to ensure all participants and stakeholders were sufficiently familiar with the plan. We also achieved a round-the-clock implementation cycle during the actual go-live process.

 

Results:
Working with Toyota SMEs to ascertain the relevance of large volumes of historical data and complex relationships, Circini was able to successfully identify and action appropriate data cleansing to create a smooth, sleek Salesforce solution.

The migration team was able to promote an agile project by adjusting extracts and transforming processes to align to the sprint cycles, and developing release cycles to actively minimize regression risk.

As a result of attentive, efficient efforts, the system cutover was extremely successful, and the post-transition care and triage team were able to complete their support quicker than expected and hand over the new system to Toyota ahead of schedule.

 

“Ensuring all data in the new Salesforce system was highly relevant, appropriate and accurate from a business perspective was paramount.” - Andrew Boswell, Director.