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Toyota
Fujitsu Services Plus - Driving performance for Toyota Australia
Toyota Australia is renowned for innovative cars, exemplary customer service and continual improvements in driver safety and comfort. “We need IT solutions that are as innovative as our cars,” explains Peter Holland, Divisional Manager, Knowledge and Information Systems, Toyota Australia.
Toyota outsourced its facilities management services to Fujitsu so it could focus on selling cars and providing outstanding customer service, secure in the knowledge that the company has 24/7 support from specialists whenever needed.
The service was established in 1998, and it allowed Toyota to migrate its main business systems to the SAP environment by 1999. Fujitsu hosts Toyota’s production business systems at its data centre in Melbourne, and hosts their test, development and disaster recovery services in Sydney to ensure a high-level of continuity.
“Under Fujitsu’s Partnering Program, we have committed significant resources to understanding Toyota’s business, how they operate and ensuring that our solutions deliver on their business goals,” said Ali Ektem, Sales Manager for Fujitsu. “Right from the start we sat down with Toyota and agreed on Toyota’s desired business outcomes and the plans on how to reach our objectives.”
“We need IT solutions that are as innovative as our cars.”
- Peter Holland, Divisional Manager, Knowledge and Information Systems, Toyota Australia
High-performance partnership
Toyota’s satisfaction is demonstrated by the fact that over the past four years it has twice awarded Fujitsu for outstanding supplier performance. Moreover, the partnership contract has been renewed for another four years.
“Fujitsu understands what Toyota means by mission critical. If its system goes down, they can’t sell cars,” said Ektem. “And with around 140 dealerships Australia-wide, that’s not a scenario they can tolerate.”
Fujitsu’s knowledge of IT services is complemented by a partnership approach to business that uses proven, outcome-based methodologies to deliver agreed business results. Fujitsu has taken a platform-independent approach and worked with other leading IT vendors to meet Toyota’s needs.
Peter Holland said: “We look to Fujitsu to continually seek better and more effective ways to provide the service. Yes, saving money is part of that, but we also want them to enhance the quality of the service they deliver.
“A good example of their success in this area was a recommendation by Fujitsu to move from our dedicated but ageing mainframe to a newer environment that we share with another Fujitsu customer. This arrangement provides benefits for all parties, while giving us access to a faster system for improved processing power.”
This partnership has improved performance, reliability and technical support in Toyota’s data centre operation. Performance is measurable and guaranteed, and costs are reduced, year on year. In fact, with Fujitsu as co-driver, Toyota has access to services and resources far beyond those it could provide in-house.
As an IT provider to Toyota globally, Fujitsu is also currently working on a range of initiatives to enhance Toyota’s interactions with both customers and dealers worldwide. Toyota Link, the state-of-the-art satellite communications system that provides drivers with access to roadside assistance and emergency help, is backed by Fujitsu systems both locally and globally. Fujitsu is also manufacturing the units for Toyota’s new MP3-compatible audio systems, as well as the engine control and intelligent idling stop computers, which improve fuel efficiency.
With their IT delivery in cruise mode, Toyota has been able to focus its attention on technological innovation and world-famous customer support, cementing its position as one of Australia’s leading importers and manufacturers of cars and commercial vehicles.
