Toyota Financial Services New Zealand (TFS), with the help of Adaptiv, is implementing the Boomi Enterprise Platform to connect core systems and centralise data, weaving together its portfolio of brands with highly repeatable integration patterns.
TFS’ former integration architecture comprised multitudes of direct API-to-API integrations. These proved untenable as the business expanded and needed to connect and maintain its diverse pool of technology systems and orchestrate data.
This resulted in information silos, making it tough for TFS to understand its customers – from website enquiries to product purchases or customer support tickets – and imposed a barrier between brands with customer profiles isolated.
TFS’ IT team was also slowed by building complex integrations, which were time consuming to identify and resolve, preventing it from making line of business technology improvements the organisation needed, such as customer portal modernisation or security advancements.
Boomi’s integration platform as a service (iPaaS) allowed Adaptiv to connect TFS’ customer relationship management (CRM), Alfa asset finance system, Miles and Ridecell fleet management systems, SAP enterprise resource planning (ERP), and Cars Plus registration telemetry system, alongside additional on-premises and cloud-based operational systems.
Adaptiv also uses Boomi DataHub to create a secure, single repository of customer and fleet information. With its Fleet and Finance system data ingested, the company can maintain “golden records” once all data is migrated and mastered.
Toyota Fleet Management customers now have real-time access to their data through the Miles fleet management portal. This has drastically improved staff productivity, and significantly lowered customer service tickets with users able to amend their own customer profiles.
Once all its data is synchronised by DataHub, the business will be able to further reduce administrative duties by providing its contact center agents with a consolidated view of each customer.
By eliminating data silos and creating a secure framework, the Boomi platform is also helping Toyota Finance build an open data environment, ready to introduce new systems and data, and merge with the broader group as the company continues to expand.
“We will never go back to direct API to-API integrations – that was like dealing with a tangled phone line of connectivity,” said Doug Matthews, IT and Application Manager at TFS.
“With Boomi and Adaptiv, we’ve consolidated communications, creating a whole new world of customer understanding through data,” said Matthews.
Philip Durrant, Principal Consultant at Adaptiv, said they’ve helped TFS automate processes they used to have to do manually, which means the applications team can focus on moving the needle with time back for more strategic work.
