SAP Forum

Dealer Interaction and Support at Toyota Material Handling

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Michael Gunn National manager Toyota Material Handling, USA, Inc. March 12, 2013

Dealer Interaction and Support:

• Our background & profile

• System architecture

• Toyota Dealer interfaces

– portal,

– web services,

– EDI

• Dealer sales – CRM Mobile

• What’s next?

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Toyota Material Handling USA, Inc.

• Market, Sell, Distribute and support Toyota Industrial vehicles

• 46 years in America (1967)

• Independent of car company, same Toyota Production System (TPS) techniques highest quality in the world

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Toyota Industrial Equipment Columbus, IN plant

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Started production in 1990 Currently 920 associates

Toyota: Primary Distribution Channel

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72 dealerships 5800 associates

Dealer Interaction and Support:

• Our background & profile

• System architecture

• Toyota Dealer interfaces

– portal,

– web services,

– EDI

• Dealer sales – CRM Mobile

• What’s next?

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TMHU Conceptual Architecture

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Simplified Architecture

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Outline:

• Our background & profile

• System architecture

• Toyota Dealer interface tools

– portal,

– web services,

– EDI

• Dealer sales – CRM Mobile

• What’s next?

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Key Dealership Department Interface Groups

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Dealer Portal (EP)

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Training / Education

• 4,899 students.

• Source for online and offline course and content registration and information

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The Learning Center – job content specific

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The Learning Center – student view

• Students can view their individual courses

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The Learning Center – dealer management view

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Elements of High Performance

• Training

• Daily Operations

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Daily Operations - Parts

• Order Entry and availability check

• Returns

• Deliveries

• Invoices

• Reports 17

Dealer Parts Ordering – from their system

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Dealer Parts Ordering – confirmation back from Toyota

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Green = in stock Red = backordered

Dealer Parts Order – submitted and confirmed

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Daily Operations – Service Warranty

• Registration – upon customer delivery

• Claims – tracked and paid

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Fleet Management

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• Customers want more than the vehicle

• Customers want their fleet monitored for hours of use

• Customers want their fleet serviced at set contract rates

• National customers want consolidated billing on periodic basis

Fleet Management – input from a dealer’s system

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Fleet Management

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Fleet Management – dealer confirmation header view in SAP Portal

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Fleet Management – detail view

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Daily Operations – Staff Management

• Dealers control their staff access. • Dealers control who sees which customers in their

territory.

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Daily Operations: Marketing Leads

• Leads are generated through national advertising.

• Leads are processed centrally and distributed via CRM to our dealers.

• Leads have continuously improved our sales performance.

Marketing Results

2009 2010 2011

Leads 35,782 37,218 47,411 Vehicles sold

1,348 2,820 6,175

% of trucks sold from leads

8.6% 11.4% 19.1%

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Daily Operations - Sales

• Overview – when will my truck arrive?

• Vehicle ordering, specification changes • Customer update / maintenance • Reports

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Daily Operations - Sales

• SAP CRM was a natural extension of our ECC implementation.

• Replaced a difficult to maintain stand alone pc based quote system. – User reaction in 2006 – want an off line system

– User reaction today – please do more in CRM

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Daily Operations – Sales CRM

• Sales professionals

– Pre-sales functionality for opportunities

– New equipment quotation generation

• Easy to use, fast efficient

– Copy

– Alternative quote

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Daily Operations – Sales Vehicle Configuration

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• Every customer has specific application requirements and restrictions

• Configuration is mandatory, no “vanilla” trucks

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CRM Utilizes Variant Configuration / IPC

• Extends the use of ECC variant configuration

• Prices and configuration compatibilities are always current and correct.

• Quotes cannot be generated with conflicts.

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CRM for Sales Professionals

• Professional, consistent quotations

• Financing alternatives built in

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Using the Opportunites/Quotes to Forecast demand

We know the following:

1.What models have been quoted.

2.What models have sold.

3.The time lag from quote to order. (days to close)

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TMHU CRM based Forecast

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Dealer Interaction and Support:

• Our background & profile

• System architecture

• Toyota Dealer interfaces

– portal,

– web services,

– EDI

• Dealer sales – CRM Mobile

• What’s next?

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CRM Mobility: Current Functionality

CRM functionality

Activities

Accounts

Lead Times & Units on Order ETAs

Inventory: Dealer & Toyota

Resource: Price Book, FL Manual

Release 1.0

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Dealer Interaction and Support:

• Our background & profile

• System architecture

• Toyota Dealer interfaces

– portal,

– web services,

– EDI

• Dealer sales – CRM Mobile

• What’s next?

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What’s next?

• Continue integration to the dealer business systems

– Web services

• Mobility

– Sales literature

– Technical information

– Training / Learning Center

SAP

Dealer Personnel

Dealer ERP

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Extending Business Objects to Mobile Devices

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Report categories created for:- • Executives • Fleet Customers • Territory Managers • Territory Parts & Sales Managers

Sample Fleet Dashboard1

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Sample Fleet Dashboard2

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Recap

• We utilize SAP tools to help our dealers achieve high performance and customer satisfaction.

• We utilize and focus on – Training – Daily operations – ease of using the systems – We allow dealers to use their system with single entries to

interact with SAP

• We listen – Dealers contact us directly with ideas & suggestions – We hold quarterly dealer IT advisory council meetings for

priority setting, guidance, direction, feedback – We trust our dealers. We listen.

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