01
The Challenge
As a global leader in vehicle leasing and loans, Toyota Credit Canada Inc. (TCCI) is continuously seeking to expand its offerings and services to further empower customers and enter new markets. However, a lack of flexibility with its legacy CICS-based lease and loan system is impeding the organization from capitalizing on new opportunities and pursuing innovative go-to-market strategies.
02
The Solution
TCCI engaged Eviden, an atos business in 2018 to develop an overall cloud strategy and a detailed modernization roadmap for the first phase, with the end goal of decommissioning its legacy mainframe applications. In its place, define a modern, cloud-based ecosystem featuring customer engagement and retail servicing operations platforms.
In developing the roadmap, Eviden, an atos business worked closely with TCCI to build a holistic understanding of its enterprise technology portfolio – including definition of specific actionable changes that would generate the greatest value and return on investment. Incremental transformation objectives were defined from this collaboration, which included enterprise architecture and planning activities, aiming to reduce the risk and costs typical of ‘lift and shift’ style initiatives.
Following completion of the roadmap, Eviden, an atos business was retained in 2019 to lead and execute the delivery of the initial phase of the program.
Due to the sheer complexity of TCCI’s existing infrastructure, the program was subdivided into a series of projects. One of the initial initiatives, a customer portal completed in early 2020, was aimed at empowering customers with better access to self-service, reducing the burden on internal service teams.
03
The Outcome
The customer portal developed by Eviden, an atos business is a multi-branded, cloud-native application on AWS that has introduced a fresh new channel for customer engagement. User adoption of the portal has vastly exceeded expectations over the first 12 months of release, but thanks to its versatile cloud-based architecture, scalability to meet the influx of demand has not been an issue.
Looking forward, Eviden, an atos business continues to deliver additional initiatives in the program roadmap, including delivery of a Salesforce servicing platform and integration with adjacent systems via an event-based architecture using MuleSoft. With this initiative planned for 2021, we look forward to empowering TCCI’s internal staff with better access to customer data and reduced reliance on its legacy interface.
Transitioning away from legacy mainframe technologies will be extremely beneficial for TCCI. With the constraints of the past no longer in play, the organization will become more agile – free to identify and deliver new product offerings and improvements to customer experience.