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Toyota Financial Services

Industry

  • Financial Services
  • Automotive

Project Features

  • Program Management
  • IT Consulting
  • Amazon Web Service (AWS) Architecture and Development

Project Outcomes

  • Operational Efficiency
  • New Product Offerings
  • Improved User Experience

Challenge

As a global leader in vehicle leasing and loans, Toyota Credit Canada Inc. (TCCI) sought to expand its offerings and services to further empower their customers and enter new markets. Unfortunately, technical debt linked to an ongoing reliance on legacy COBOL based mainframe applications, proved to be a considerable challenge. The mainframe system, which was over 30 years old, was driving a negative user experience for internal employees and customers alike. In particular, its lack of flexibility made it costly to maintain, difficult to integrate efficiently with ancillary systems and was largely inhibiting TCCI from capitalizing on new opportunities and pursuing innovative go-to-market strategies.

“We like working with AppCentrica because they approach things with an open mind. They don’t have a product on the shelf behind them that they want to sell to you. There’s a level of trust that we do not always have with some of our other business partners.”

Solution

Recognizing that their core mainframe technologies were out of date and were hampering their ability to evolve and meet business needs, TCCI engaged AppCentrica to help them develop a comprehensive digital transformation roadmap, with the end goal being to decommission the legacy mainframe applications altogether.

In developing the roadmap AppCentrica worked closely with TCCI to take on a holistic understanding of their enterprise technology portfolio and define specific actionable changes that would generate the greatest return on investment. The transformation efforts themselves took on an iterative approach, supported by enterprise wide architecture and integration planning – which worked to reduce the upfront costs and in turn freed up budget to fund other strategic components of the project. As well, this methodology reduced risk and change management considerations typical of more ‘lift and shift’ style initiatives.

Once the roadmap was completed and clearly defined, AppCentrica was retained to lead the development effort for the project.

Due to the sheer complexity of TCCI’s existing infrastructure, the project was subdivided into a series of different phases. One of the largest being aimed at empowering customers with better access to self-service options and reducing the burden on in-house service teams. To address these needs, AppCentrica designed and delivered a brand-new customer portal using AWS cloud resources.

Outcomes

Since beginning their large-scale digital transformation initiative, TCCI has been able to redefine many core components of their business and have in doing so realized tremendous success.

The comprehensive roadmap developed by AppCentrica enabled TCCI to take on a best-of-breed approach to digital architecture, purchasing third-party tooling and systems where appropriate and building custom elements to fill in critical gaps. In this way, TCCI was able to minimize expenditure while ensuring that each project feature was sufficiently accounted for. As well, the iterative approach to design and deployment ensured all the while that day-to-day business needs suffered little interruption.

The customer portal developed by AppCentrica is a highly secure, multi-branded, cloud-hosted application that has created a fresh new customer experience. User adoption of the portal vastly exceeded expectations but due to its versatile design, scalability to meet the influx of demand was not an issue. As well, being fully integrated with Salesforce and other auxiliary systems via a flexible MuleSoft integration layer, internal users are empowered with better access to customer data and reduced reliance on manual processes and direct outreach.

Overall, transitioning away from legacy mainframe technologies has been extremely beneficial for TCCI. With the constraints of the past no longer in play, they have identified new methods of engagement with their customers, delivered various new product offerings and created a more custom-tailored car buying experience.

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