MyToyota Roadmap Tuesday Session
Thank you to those who participated in our MyToyota Roundtable Discussion during Toyota Week! There were many good discussions, and we received great feedback on what you’d like to see from MyToyota Solutions for your customers.
We’ve listed feedback from the session below.
Equipment Quoting & Ordering
Ease of Use/ Accuracy
- Ensure an accurate delivery fee calculation in the quotes
- Make the TSDR process more user friendly
- Ensure accuracy of missing/lost quotes in the delivery feed
- Allow customers to approve quotes using e-signatures
Online Equipment Orders
- Add maintenance upsell options online
- Customers are frustrated when sales are exclusively online
- Allow customers to initiate equipment orders online, but send them to the salesperson for verification before ordering
- Sales teams are not informed on eCommerce equipment orders
Customer Communication
- Create a QR code to share with customers that includes sign up information for a demo
Future of MyToyota
Ease of Use
- Allow for customers to access MyToyota more easily, less restrictions on registration process
- Add onboarding support to help with account setups
Knowledge & Training
- Dealers and customers need more training and general knowledge on MyToyota
- Create YouTube videos on how MyToyota works
- Create a demo account to show customers how to use before they get signed up
Dealer Access/View
- Build dealer access into MyToyota, dealer friendly logins
- Impersonation mode for dealers to see what their customer sees
Data Analytics
- Do the data analysis for dealers to conduct Customer QBR reviews
MyToyota Service
Service Request Data
- Require fields: company name, contact name, phone number, email, asset number, model-serial, location, preferred method of communication, PO required, concern with truck/symptom, level of urgency (time frame)
- Information on last known hour meter reading
- Integrate MyInsights telematics data with service request (GPS, Hour Meter, Error Codes, etc.)
- Collect information in a way dealers need it
- Connect to UIO for truck data including the options already on the truck
Customer Communication
- Create a process for service quote approvals
- Create “Add to Calendar” so customers can add appointments and reminders to their calendars
- Clearly communicate maintenance plan expectations
More ways to initiate a service request
- Allow for customers to request dispatch via text message
- Create a way to alert customers when a PM is due
- Create a QR code for customers to request service
Routing Requests to Dealers
- Send service requests to dealer group email box
- Dealers already have their own processes for service request and want to utilize those
- Connect with Tinnacity and other existing dealer tools like HiveQR
- Allow dealers to manage the directory of people in their dealer information
- Dealers don’t want to have to learn a new system
- Software or App that feeds service need via email or text
Feedback
- Create a way to collect customer feedback
E-Commerce Order Fulfillment
Knowledge & Training
- Small dealers don’t get enough online orders to have dedicated staff to manage the process
- It is hard to post dealer parts for non-Toyota due to the required fields
Support for Canadian Customers
- French customer support
Pricing
- Compare the eCommerce price to service sale price (We need to show price)
- Issues with inconsistent pricing due to multiple price tiers
Dealer Fees
- No dealer platform fee
Order Notification
- Simplify the eCommerce process
- Integrate Mirakl with StaffMaster roles
- Improved CRM account link – search by address/customer name not mostly improve (turnover)
- Sales Coordinators don’t have visibility to online orders
- Send leads to dealers for new eCommerce customers
Shipping
- Include shipping label instead of the link to Mirakl
- Correct freight pricing calculation. Apply freight at time of delivery
Reporting
- Reports for parts sold by dealer territory
- Reporting for marketing teams
- Reporting for parts leadership
Sales Model
- Sell directly from TMH and create revenue recognition for dealers
- Engage parts people with CST to service self-maintainers
- Focus on adding new customers instead of converting existing customers
- eCommerce orders require too many dealer touchpoints
Website Enhancements
- Make backorder information more prominent
- Better substitutions
- Add service provider link during checkout
- Better search / SEO
- Create a QR code for dealers to share with customers that includes a sign up link and demo
- Customers can order one part when a part number comes in a pack of 10
- Guaranteed delivery time. Compare having 24 hours, market to order within 2 hours… you get next day delivery.
While some of these features currently exist, the feedback provided highlighted new ideas that will require additional training.
If you have any questions, please visit the MyToyota Dealer Help Center.
MyToyota Feedback and Survey
If you didn’t get a chance to complete our survey during Toyota Week, you can still participate by clicking the survey here. Thank you for your continued support. Your feedback truly allows us to Elevate Excellence!
We will share the results once we have compiled all of the survey responses.