Specialist marketing group Jaywing’s Swindon contact centre has been appointed to handle UK customer services for car giant Toyota and its luxury Lexus brand.
Under the three-year contract, a team of 10 multi-skilled individuals from the centre will act as the central hub for customer inquiries, as well as inbound and outbound marketing calls for Toyota and Lexus vehicles and services.
The team will also respond to in-bound leads for test-drives and brochure requests, while the outbound activity will include Jaywing’s team being responsible for encouraging customers who have expressed an interest in the brand to book a test drive, as well as engaging with those who have responded negatively to post-test drive questionnaires.
Contact centre services are playing an increasingly important role in helping brands such as Toyota and Lexus maintain a competitive advantage. Fast-growing Jaywing, which specialises in brand management, digital marketing and customer contact, employs around 300 staff at its showpiece offices at Peatmoor, West Swindon, and also has centres in Sheffield, London and Newbury.
Its clients include Castrol, Yorkshire Water, Sky Academy and Pepsi Max.
In parallel to Jaywing’s activity with Toyota and Lexus, the brands’ roadside assistance services, including processing card renewal and direct debit renewal payments, refunds and inquiries, will be handled by The Warranty Group.
Managing director contact at Jaywing, Chris Hancock, said: “Toyota and Lexus were looking for a contact centre that truly puts the customer experience first to maximise brand loyalty.
“This really resonated with us as we believe offering customers a flawless and integrated service is the key to success in today’s complex, multi-channel world. We will bring this approach to our work with Toyota and Lexus, and endeavour to help turn customers into long-term advocates for the brand at every step of their journey.”
Toyota (GB) general manager product quality and service support, Neal Standen, added: “We saw a number of suppliers and both Jaywing and the Warranty Group really stood out as sharing the same values and culture. We believe in turning customers into lifelong brand advocates by putting them at the centre of our business – the suppliers we chose had to share this aim too. It was clear that Jaywing really thinks and talks about customers the way we do and was therefore our partner of choice to handle customer communications.”
Pictured: Jaywing’s Swindon contact centre
