Toyota
ABBYY FormReader Helps UMW Toyota to Monitor Customer Satisfaction
UMW Toyota Motor Sdn. Bhd. is a member of the UMW Group of Companies serving the economies of Malaysia and the Asia Pacific region. As a market leader in the non national segment since 1990, UMW Toyota is engaged in the assembly, marketing, and distribution of Toyota passenger cars, commercial vehicles, and four-wheel drives. Just like any other successful company, UMW Toyota is constantly focusing on customer satisfaction. One of the methods to build up a better rapport with customers is to “listen” to customer feedback. That is why Toyota has decided to implement a project based on processing and analysis of customer surveys.
The Challenges
There are two types of survey forms UMW Toyota have for its customers, namely SSI (а sales survey form) and CSI (an after sales service form). Both of these forms are delivered to every customer by post. Manual input of every single piece of data from paper forms into the backend system is a very time consuming and labour intensive task. Not only is that subjected to human errors, there is also a high risk of reduced accuracy. UMW Toyota then decides to engage one of the local companies to help capture data and information from its customer survey forms automatically. Initially everything was working well, but then they faced a few problems, including:
• The cost of outsourcing was very high in the long term.
• Communication and cooperation between the two sides was inadequate.
• The quality of the captured data was an important factor.
• The company had no real-time access to the data.
The Solutions
Because of these problems, Toyota decided to process forms on its own. Not only does the company save money with this approach, they also give the company an opportunity to diversify its services. So Toyota assigned Scientific Digital Business Sdn. Bhd. (SDB) to provide them an appropriate solution. After studying the requirements, SDB proposes the use of ABBYY FormReader. ABBYY FormReader is a powerful and scalable form processing solution that uses its Optical Character Recognition (OCR), Intelligent Character Recognition (ICR), Optical Mark Recognition (OMR), and barcode recognition technologies to extract key pieces of data from forms and export them to databases and document management systems. At the same time, it can be deployed without significant investments in IT resources.
Toyota’s survey forms are usually written in two languages: the first page of the form is always in the English language, and the second page is either in Mandarin or Bahasa Melayu, depending on the customer’s preferences. In the top left corner of every first page, there is a label which consists of the customer ID, the car’s chassis number, and the serial number. The most challenging part of this project for SDB was to design a script to automatically capture data on both pages and produce only one result for each scanned form. In other words, the system had to produce the output result in CSV format no matter which of the two pages the customer had chosen to fill out.
Overall, it is the ideal solution for capturing data from Toyota’s survey forms and it could significantly enhance the process of obtaining the survey results. FCS International Sdn Bhd, a SDB’s authorized reseller, took over the task of supplying ABBYY FormReader to UMW Toyota.
The Results
UMW Toyota is extremely thrilled with the improved results. Not only does the important information data become available at any time and accessible to all who needed to use it, the records are also now well-archived and easy to back up when needed. Costs are also saved from employing extra staff. With the improved recognition accuracy and eliminated human errors, UMW Toyota is satisfied with SDB’s solutions.
For more information, you can download the pdf here