Toyota to Launch “e-CRB” Dealer-Customer Online Network

Tokyo ― TOYOTA MOTOR CORPORATION (TMC) announced today that, together with TOYOTA MOTOR THAILAND (TMT), it will begin the rollout of a state-of-the-art CRM (customer relationship management) system called “e-CRB” on March 26 in Thailand. The new system will serve as an online link between customers and dealers with the aim of improving customer service.

e-CRB (customer relationship building) is based on TMC’s Japanese-market G-BOOK system, which employs a built-in onboard terminal that seamlessly connects car users to navigation, news, weather, entertainment and e-commerce services among others, as well as on TMC’s free membership-based website GAZOO, which offers online new and used-vehicle information, Internet shopping, member communication boards and more. Mainly, e-CRB will provide information regarding the basic experiences of buying and owning a vehicle: shopping for one, purchasing one, enjoying it and taking care of it.

In Thailand, e-CRB will consist of the membership-based website e-TOYOTACLUB (http://e-toyotaclub.com/th/) and the dealer operations system i-CROP (intelligent customer relationship optimization program).

Thailand’s e-TOYOTACLUB is similar to GAZOO in Japan, offering entertainment and community-based content for the enjoyment of a broad range of people. It allows users to request vehicle brochures and estimates from dealers and also features a user-dedicated section for Toyota vehicle owners called “Owner Logs,” which offers various kinds of information, including advice on car maintenance and notification of upcoming events.

i-CROP, meanwhile, aids dealers in customer retention. The system keeps track of vehicle maintenance history and mileage, allowing it to determine optimal timing for contacting a customer through the Internet via personal computer or mobile phone. It can also instruct a dealer’s call center to telephone the customer to set up in-shop servicing appointments. At present, customers are required to update their mileage on the e-TOYOTACLUB website. However, with the future installation of vehicle onboard terminals, such information can automatically be transferred to the system.

TMC hopes to use e-CRB to create closer and longer-lasting relationships with customers the world over, and has chosen Thailand as the first place to launch this initiative. Future expansion of the system is currently being examined.

e-TOYOTACLUB is scheduled to be displayed and demonstrated at the 25th Bangkok International Motor Show, which starts on March 26.