In today’s business environment, “out-of-the-box” solutions are often not enough. Standard software can address basic tasks, but it rarely accounts for specific processes, industry requirements, or the unique business goals of a company. That is why software customization has become a key tool for achieving the desired level of efficiency, ensuring continuity of operations, and delivering a positive customer experience.
This is especially relevant for contact centers, where every project has its own requirements and demands precise alignment. Using the example of our collaboration with CFI «TOYOTA-UKRAINE», we will demonstrate how custom development made it possible to deliver a solution that fully met the client’s technical specifications while ensuring consistent results.
Background
CFI «TOYOTA-UKRAINE», the official importer of Toyota and Lexus vehicles in Ukraine, is recognized for its high standards of customer service. In October 2023, we began cooperation by conducting marketing research for the client, specifically NPS surveys of Toyota and Lexus vehicle owners.
CFI «TOYOTA-UKRAINE» actively uses customer feedback to improve its products and services, as the “Customer First” concept is fundamental to the company. Transparency, prompt response to complaints, and high-quality support are viewed as the keys to building long-term trust. The successful completion of this project laid the foundation for expanding the partnership.
In 2024, the company entrusted us with the full range of hotline services, including uninterrupted handling of customer inquiries via the client’s phone lines, post-service surveys, and email support. Additionally, we provide Viber and SMS campaigns coordinated with the client, enabling the creation of a unified and effective customer service experience.
What tasks did we face?
The implementation of the project for CFI «TOYOTA-UKRAINE» required the organization of comprehensive customer support, which included both receiving and processing inbound calls and making outbound calls to inform customers and conduct service quality surveys. A key objective was to achieve high performance indicators — fast and high-quality service in full compliance with established standards.
To achieve this, the Global Bilgi team focused on developing the technical infrastructure and deep customization of the CRM system. Since the client traditionally adheres to the highest quality standards, the project required the introduction of additional functions that not only ensured convenience for agents and transparency in reporting but also guaranteed that the service fully met these standards.
One of the most important areas was the automation of routine agent processes and the integration of our software with CFI «TOYOTA-UKRAINE’s» business processes. This made it possible to create a solution that simultaneously improved efficiency and provided transparent monitoring for the client at every stage.
Where did we start?
Our work on the project began with the creation of a detailed technical specification, which we developed together with CFI «TOYOTA-UKRAINE’s» representatives. This became the roadmap that allowed us to align the client’s expectations and requirements with our capabilities as precisely as possible. Thanks to this approach, we achieved a shared vision of the project’s goals and objectives and laid a solid foundation for its further development.
Next, we moved on to implementing the basic integration tasks that established a reliable technical foundation for the project. First and foremost, the client’s phone numbers were connected to Global Bilgi’s cloud contact center platform, which ensured centralized call handling and transparent communication channel management.
An important part of the initial phase was the integration of the CRM system with the client’s database. This enabled synchronization of key business processes and guaranteed full data exchange between the systems.
We also implemented business logic for adding contacts into the autodialer system, which automated the outbound calling process and optimized the workload for the team.
The final step of this stage was configuring reporting in accordance with CFI «TOYOTA-UKRAINE’s» standards, which provided transparent monitoring and the ability to evaluate performance in a convenient format.
1. CRM Customization
Following its mission and vision, the client aimed not only to define the interface design but also to create a sophisticated tool that embodied the philosophy of “Customer First.” This approach paved the way for a CRM system that met the highest quality standards and ensured flawless interaction at every stage, both for end users and for administrators.
In line with the technical specification, our specialists implemented several key modifications to the standard version:
- Optimized customer data search: significantly faster and more convenient, enabling agents to handle requests more efficiently.
- Developed interactive communication scripts: designed to maintain high service quality and unified interaction standards.
- Improved data exchange between different user profiles: accelerating request processing and reducing the number of manual operations.
Additionally, the CRM system received new tools for quickly updating customer card information without relying on external instruments.
A new functionality was also implemented, giving the client complete visibility into the status of every activity, both inbound and outbound. The system automatically generates and sends reports in real time, allowing immediate access to performance results, from hotline inquiries to completed surveys. Flexible settings make it possible to adapt reporting and notifications to specific business needs, depending on the type of request, its status, or area of activity.
As a result, the CRM system became more flexible, user-friendly, and aligned with the business’s unique requirements, providing agents with efficient tools and the client with consistently high service quality.
2. Configuring the Data Exchange Process
For large companies with an extensive network of branches, it is critically important to properly organize the exchange and distribution of data among all participants in the process. In such cases, the key task is to ensure that customer inquiries are correctly routed to the appropriate department, while also centralizing information for company management.
The Global Bilgi cloud platform enables transparent mechanisms for data routing, integration, and control. This eliminates confusion and ensures the integrity of business processes. As a result, each department gains access to relevant information for daily operations, while the head office receives consolidated analytics to support informed management decisions.
This approach is universal and can be applied not only in the automotive sector but also across many other industries. It is particularly effective for e-commerce businesses with multiple regional teams, as well as companies with a broad branch network, where it is essential to combine centralized oversight with local management flexibility.
3. Development and Integration of a Survey Form in Viber
To make post-service surveys faster and more convenient, Global Bilgi combined digital tools with the work of the contact center. A new feature was developed that allows surveys to be conducted through popular communication channels — Viber and SMS.
The digital form enables customers to respond at a time that suits them best, while the company receives instant analytics. The integration of surveys with the CRM ensures transparent data storage and simplifies subsequent analysis.
For CFI «TOYOTA-UKRAINE», this solution became another step toward continuous improvement of service processes. The company now receives survey results more quickly, reduces the workload on its agents, and maintains consistently high-quality customer interactions.
4. Process Optimization and Minimization of Manual Work
As part of the project, a number of small but important improvements were implemented with the goal of reducing manual tasks. Particular attention was given to automating all calls, regardless of the type of request. This allowed agents to respond to customer needs more quickly and made the entire system more stable and efficient.
A mechanism was also introduced for the automatic transfer of requests from outbound line agents. This enabled immediate processing of cases that could not be resolved during a survey and ensured that customers were instantly connected with a support representative.
As a result, manual operations were minimized as much as possible, which had a positive impact on accuracy, the speed of request handling, and the overall quality of service.
What Were the Results?
The improvements implemented in the Sirius platform demonstrated a comprehensive positive impact on both the project’s performance and customer interactions. By automating key processes, the number of manual operations was significantly reduced. Optimized technical solutions provided convenient and fast tools for handling daily tasks.
A separate highlight was the functionality for automatic client notifications via email. This feature accelerated communication and gave the client greater control over each individual request.
Feedback from CFI «TOYOTA-UKRAINE»
The client emphasized the convenience and efficiency of the technical infrastructure, as well as the reduction in manual tasks. Ultimately, the enhancements helped improve key KPIs, increase satisfaction among all stakeholders, and strengthen the project’s position as a reliable tool for customer support.
Conclusions
The experience of working with CFI «TOYOTA-UKRAINE» confirms that so-called “out-of-the-box solutions” are not always sufficient to meet the needs of large enterprises, especially market leaders. Standardized functionality often does not account for the specifics of internal business processes, integration requirements with existing systems, or the nuances of customer interactions.
At Global Bilgi, we are ready to adapt and expand the capabilities of the Sirius cloud platform to meet each client’s unique objectives. Our approach is based on flexibility, rapid response to change, and high efficiency, even in complex, multi-level projects. The case with CFI «TOYOTA-UKRAINE» once again proves that a well-chosen and customized CX solution becomes not just a tool, but a strategic resource for business growth.
