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Copyright © 2007 Accenture All Rights Reserved.
Toyota Financial Services
Business DrivenInnovation
Shaun CoyneChief Information Officer
Copyright © 2007 Accenture All Rights Reserved.
TFS: Background
Company Background
• Subsidiary of Toyota Motor Corporation (TMC), part of worldwide Toyota Financial Services Corporation (TFSC)
• 3rd largest captive finance company, 8th largest finance company in the United States
• 3,000+ employees, managed assets in excess of $65 billion
• Includes Toyota Motor Credit (TMCC), Toyota Motor Insurance (TMIS)
2007 Competitive Position
• Sustained Growth of Lexus / Toyota
• Increased competition from Non-captives, Credit Unions
• Direct to our customers
• Direct to our dealers© 2007 Toyota Financial Services - Confidential
Copyright © 2007 Accenture All Rights Reserved.
Company Background
• Subsidiary of Toyota Motor Corporation (TMC), part of worldwide Toyota Financial Services Corporation (TFSC)
• 3rd largest captive finance company, 8th largest finance company in the United States
• 3,000+ employees, managed assets in excess of $65 billion
• Includes Toyota Motor Credit (TMCC), Toyota Motor Insurance (TMIS)
2007 Competitive Position
• Sustained Growth of Lexus / Toyota
• Increased competition from Non-captives, Credit Unions
• Direct to our customers
• Direct to our dealers
Our business goals were being hindered, not enabled by our aging technology
Scale Profitably
Operational Efficiency through Automation
Data to drive business decisions, improved
controls, and reduce risk
Market Forces are driving business need
Market Leading Service
World class, flexible customer-centric service
Ability to leverage and deepen relationships
Rapidly evolving business needs
could not be met with the limitations of the legacy technology
infrastructure
Aging Technology
Putting astrain on IT
Business Imperatives
Sustained Growth of Lexus / Toyota
Increased Competition
© 2007 Toyota Financial Services - Confidential
Copyright © 2007 Accenture All Rights Reserved.
We had a long way to go when we started our transformation to High Performance in 2003
Complex, Expensive, and Inefficient
25+ year old infrastructure was off-release and highly customized. To our business, this translated to:
• High cost and long timelines for business enhancements
• Constrained, inflexible reporting and data insight
• Limitations in CRM and self-service capabilities
• Lack of monitoring tools / performance metrics
• Highly manual processes to compensate for system limitations and lack of automation
The result
• Spiraling costs / resources
• Inability to differentiate through technology / automation
• Frustration from our business
Characteristics of Legacy System: Circa 2003
Tibco
Enterprise Data
Repository
UCM Privacy
Research In-Progress
UCM (Master Customer &
Dealer Data)
B of A Payment /
Prenote File
B of A Return /
Prenote File
AutoCheque ACH
Lockbox Name Change Files- Household Pomona (LBX21)- Household Chicago (LBX22)- Mellon Bank (LBX27)
PaymentInformation
Daily VolRetail 10,000
EPAY/EBPP
WebLogic/Oracle
eDocs eaDirect (Billing Stmts)eDocs eaPay (Elect Payment)
ACH Payment
Daily Vol Retail 25,000
Online Financial Services Center (OFSC)
WebLogic/Oracle
Financial Account, Account Demographic Information
Nightly Batch
Vol TBD
CustomerDemographic
Information
CustomerDemographic
Information
Spectrum
Payment Returns
(NOC, NSF)
Vol 230
Comments (Act #, activity)
Stored ProcedureCustomer Account Info
(Name, Last4SSN, allow eBill, allow ePay)
Stored Procedure
Toyota Business
Gateway (TBG)
Email IDsNightly
Batch
Message Center(Lotus Notes,
Email Management System/EMS)
LockboxesLockbox Payments (6 Files)
Lockbox Payments / Return Items (5 Files)
Return Items (2 Files)
Payment Information
100,000 Daily200,000 Monday/Holiday
Note: Multiple transmissions daily. Retail only process last file.
ODS
Are there going to be interfaces to ABS Suite? Lewtan Asset Based Securities (not to be confused with ABS Suite) was being replaced during the time of the as-is analysis. So if ABS Suite is live by now, let’s do the analysis. One other interesting point is that we understand the interface to ABS Suite is planned to come out of DW in the future? When? Is there any value add for real time feed ? This is monthly driven
EDW
B of A Payment File
B of A Return File
ePAY / EBPPACH Payments
OSCAR
CDS(Host / AS 400)
Dealer Plan Codes
Customer Overpayment & Dealer Reserve Invoices
EOD GL Summary
Possible Data SourcesSpectrum (Retail Today)
Central Dealer Table
Possible Data SourcesSpectrum
ODS
DRAFT
TIAP / Central Dealer Tables
Customer & DealerInformation
Draft Information
PeopleSoft
STARs(Siebel CRM)
Avaya Dialer Database
Collections HOST
OS/390 COBOL VSAM/CICS
Behavioral Scoring(scoring is done for all
accounts on review dates)
Branch Details
Account History, Billing, Payoff Requests
Vol TBD
CustomerDemographic
Changes
Privacy Change
Requests
As-Is: Sent thru FOCUS App
Financial Account (full refresh)
Dealer
Changes
Branches
Caribbean Forms Daily File
Credit BureausInbound- Duplicate Credit Tapes (vol 2200000)- CBI Tape- TRW Tape- Trans Union Tape
Monthly File
DST (Output)
Account History, ACH, Sales Tax Letters,
Late Charge Letters etc
Annual Statement
Yearly Vol TBD
Non-Vanilla Operational
Reports
Monthly/Yearly Analytical Reports
RMS (London Bridge/FICO)
(Asset Protection-BK Accounts / Central Recovery Group – C/O
Accounts)
SMG3(Scoring Application)
Auto IMS
Vehicle Arrival, Sales, Run List & Comments Information
GL Account Information
GL Summary InformationCDS
DRAFT
GL SummaryPeopleSoft
Retail/Lease Delinquent/Charge-Off Accounts, Trxn
UCM or EDR
Call ResultsVolume = 75,144
Delinquent Account Info Commercial Finance
FOCUS / STARS
Call ListVolume = 75,144
Revolution To-Be Conceptual Application/Interface/Data Flow DiagramVersion 1.0.2Release March 7, 2006
Reports
Score Infovol TBD
(dep. on acnt. review date)
List of Vehicle Lease Pulled Accounts (purpose?)
List of Lease Pulled Accounts
Collections Comments for Terminated Lease Accounts
Add Customer
Update Customer
Update Dealer
Update Account
Customer Demographic Changes requests
(inc Lease BillTo Address, Consumer Type, Privacy)
Broadcast Customer
Changes (as Demographic
changes)
Broadcast Dealer
Changes
Dealer
Information
Lease/Retail Accounts to be Scored
New C/O or Bankrupt accounts send 700 Bytes worth of information
Updated C/O or Bankrupt accounts send100 Bytes of information
Acnt #, ScoreVol 350 bytes / act
Charged-Off / Bankrupt AccountsManually Updated
GVP
DMS
Online Txn
Demographic DetailsNew/Update – inc. Privacy
Coborrower Deletes Branch Details
FromUCM
ABS Suite(Mark to Market)
Charge-off All Delinquent List Daily
Customer Information Batch
3 files for each CSC center are sent to and from Collections System via Avaya Dialer for the CSC’s and 3rd
Party Vendors
Title(Assurant)
DMS
Image File
RouteOne
1099 C Data
What is going to be the source of thisapplication in the Spectrum world?Ideally it should be EDW
Reporting Architecture
Dealer Direct
2 Auction Houses Send InformationInventory Records/Arrival info.
(Manheim & Adesa)(14 Auction Houses Total)
Sold VehicleInformation
Vehicle Info For Auction
Sales
Assignment, Ready For SaleComments, Reinstatements
Matching VIN / Merging Files, Bankrupt Retail Acnts
Bank of America
Vehicle Payment
Payment Receipt
ConditionReports
New Accounts & Account Changes
Vehicle Information Matching
Focus AppTo support Retention &Collections?
Gulf State Toyota/
Marketing
Retail – 25,000 Monthly
Lease – TBD
New/Terminated Accounts(Customer, Vehicle, Financial
Account, Marketing Information)
From EDR(ETL)
Dealer Daily
Prospect Cards, Master Extract, Client Profile, Activity Statement ,
Advance Oarticipation Statement, Residual Value, End-of-Term Service Report
IRS
Parking Violation New York
Microfiche files
yearly Vol TBD
Account Information
Monthly Vol TBD
Financial Accounts (delta), Account Mgt.,
Spousal Record Addn Daily
Comments
Title Image File
FromTitle
Customer / Dealer
Changes
Financial Account (full refresh)
Comments,Nightly Batch
Vol TBD
ALM (Asset Liability Management)
Account Information
Monthly Vol TBD
from
OFSC
LeMans sends the vertex file to Equipment Lease, and Equipment Lease compares it to the existing file to
identify tax changes. Equipment Lease may be replaced as part of WINS phase 2. The expected level of impact
depends on the the timing for TOPS. TOPS is going to Interface with Vertex directly
EMAIL Text
(Comment)To Focus &
Stars
from
EMS
Comments,
Nightly Batch
Insurance (Host)
Insurance
Details
Reports
Insurance Product
Updates
What is the network connectivity requirements For these interfaces to work?
TMS Finance
National Incentive Support System
(NISS)
Lexus Lease/Retail Subvention Data (Vehicle, dealer, customer, financial)
Daily Lease Vol TBD,
Daily Retail Vol 690,000
TBD
EIMExcel in Motivation
Web Link to Sales
Incentive
Info
Financial Account / vehicle
Daily Vol TBD
Sales Consultant Names,Warranty and Accessory Codes,
Vehicle Info
Update Customer
Privacy
Broadcast Customer Privacy Rules
Customer Privacy Updates
Screen Pop
(Act #, call code)
Genesys Telephony
1099C Data
PWC3rd party Audit
Audit Information
Yearly Vol 20,00,000
NOC Corrections
Lockbox Setup Files- Household Pomona (LBX1)- Household Chicago (LBX2)- Household Chicago (LBX3)- Mellon Bank (LBXB)
Bank OneCustomer
Portfolio Delta
FileCustomer
Demographic
Information
PaymentInformation
Daily Vol
Retail 10,000
Demographic + Dealer
InformationFrom UCM
AddressChange
Requests
Legend
ACH & MonetaryTxn
DemographicInformation
Statement and Letters
Billing Statements
To DST
Polk
Customer / Vehicle InfoDaily
Vol TBD
Legend
Spectrum
External Systems
Internal Systems (DB
Based)
Internal Systems (JMS
Based)
DB Storage / ODS
Reports
Internal Systems
(Mainframe)
Vehicle Information
TMS Warranty
Sales Consultant Names,Warranty and Accessory Codes,
Vehicle Info
Accounts + Vehicle Info
From RMS / Agency Agency Payment
File
Assumption that NADA will be post spectrum
Maybe this is UCM Custom off the shelf ?
NADA
Credit Applications
Discounting
OCA
DDCA
To FOCUS / Stars
Account History Requests,Billing Statement Requests,
Payoff Quote Inquiry
Vol TBD
Service Request
Other
Account Information
Intelligent Mail Tracking
(Future Application?)
Financial Account
Monthly
Daily Reports
Subvention
To Spectrum
2
1Account History Inquiry
Enterprise Service Call
7Vehicle Info
lookup
Residual value for New/Closed/Update
accounts
EMAIL Text (Comment)
Comments Dailyfrom
DMS
Collection AccountsFOCUS APP / STARS /OFSC
Payoff Inquiry
Collection AccountsFrom Collections
Host via Middleware
Collection AccountsFrom Collections
Host via Middleware
Collection AccountsFrom Collections
Host via Middleware
Comments
Application Processing
System
AXIS
Equipment Lease
Customer / Dealer Changes
Color CodeModel/Trim Information
from
XLS
Address Change
Requests
To UCM
Address Changes requestsTO
UCM
New Customer Information
GVP will access STARS database For information requests and updates
Last 3 TransactionInquiry
1
Last 3 Transactions Inquiry
Last 3 Transactions Inquiry
Customer Privacy Updates
From UCM
Customer Privacy UpdatesFrom UCM
1099-C / Fast taxApplication
Application Information
TO CREDIT
SCORING
CREDIT SCORING
Vertex O
Vintek
TOEDR -Customer and Dealer Info
From UCMCustomer and
Dealer Info
Customer Data for newly added, changed
on existing, Sold / payoff
/ charge off / reversal
GL Summary Information From
Wholsale/Treasury/TRAC etc?
Comments
CommentsTransactions
To EDR
3Sales Tax Rates
EDR- AXISDaily feed. information
about the vehicles to be transported to Auction sites
To PeoplesoftGL Information
WHOLESALE
WHOLESALE EQUIPMENT
TREASURY
TRAC
RCLS
Financial A/C Information
from
TMS Warranty via EDR
New Accounts & Account ChangesStatus Updates
PWCLike Kind Exchange
Bi-monthly
4VIN Verification
CODE 1 5Address Verification
Payoff Inquiry
From EDR
Credit Analyst Performance
GL Info to Peoplesoft
Dealer Snapshot
Essbase based reports
From EDR(ETL)
2 Payoff Query
OFAC(Innovative Systems)
Enterprise Services
2. Payoff Inquiry
(Spectrum)
7. Vehicle Information
(EDR)
Dealer Info (CDT)
Privacy History (UCM)
1. Loan Summary
Inquiry(Spectrum)
3. Sales Tax Rate Inquiry
(Vertex O)
4. VIN Verfication
Inquiry(Vintek)
5. Address Verificaion
Inquiry (Code1)
Insurance Tracking
(Balboa)
Lease Financial Act., customer, vehicle info for states requiring
vicarious insurance
Insurance Updates
NotesTo Stars
To UCMContaining Name address updates
To DSTExtract Files
1099C DataTo FOCUS / Stars
2Payoff Query
Bank OneTelPay
Payment Information
Privacy ServiceRequest
Fetch Dealer Type
6Privacy
lookup
6Privacy
lookup
6. Privacy Lookup (UCM
Privacy)
To SpectrumAgency Payment
File
New Booking, Reinstate/Rebook, Account Transfer
Details of Lease Pulled account
TO Dealer DailyDealer Info
From UCMDealer Info
New Booking, Reinstate/Rebook, Account Transfer
Updates
Auction Comments
Spectrum
Acknowledgements
3
Sales Tax
Rates??
Retail
LEXUS HARTE-HANKS
LEXUS Monthly File
Monthly File
VIN Verification
EDR
Consolidated Data
· Financial Account · Customer · Vehicle · Transactions· Payoff· Dealer Financial
Account· Dealer Transactions· Monetary
Transactions
ELT
© 2007 Toyota Financial Services - Confidential
Copyright © 2007 Accenture All Rights Reserved.
What lies ahead
• Consumer Finance Transformation- Multi-year program- New Core Receivables Platform- Call Center, Web, and IVR Capabilities- Customer Master Implementation - Data Warehouse and Reporting Engine- Service Oriented Architecture Integration
© 2007 Toyota Financial Services - Confidential
Copyright © 2007 Accenture All Rights Reserved.
Shaun CoyneToyota Financial Services19001 South Western Ave, NF32Torrance, CA 90501
(310) 468-4393
Questions?
