SAP Integration Suite, an integration platform as a service (iPaaS) that allows seamless integration of on-premise and cloud-based applications and processes, empowered Toyota Motor Corporation Australia Ltd. (TMCA) to manage its Lexus extended loyalty program.
TMCA was one of the participants from the automotive industry in the SAP Innovation Awards 2021, SAP’s program that honors forward-thinking companies and individuals driving innovation with SAP products and technologies in their journey to becoming an intelligent enterprise. A subsidiary of Japan’s Toyota Motor Corporation that markets Toyota and Lexus vehicles, TMCA embarked on a digital transformation journey in partnership with SAP and Bourne Digital, a Melbourne-based IT and services provider, to modernise its Lexus customer loyalty program and integrate complex IT systems for a unique user experience.
In this article, we look into how TMCA leveraged the SAP Integration Suite to enable the company successfully achieve its goal of designing a user-friendly cloud rewards management solution for its employees that also provides value-adding rewards and services to Lexus’ customers.
Harnessing the Power of SAP Integration Suite
TMCA manages the business operations for Toyota and Lexus in Australia with regional offices as well as parts and distribution services in Victoria, Northern Territory, South Australia, Western Australia, Queensland, and New South Wales. As Australia’s leading automotive company that champions innovation and sustainability, TMCA found it imperative to advance its customer management process, specifically the Lexus customer loyalty program, and overcome the challenge of integrating several complex, disparate processes across the SAP ERP application and third-party IT systems.
With the support of implementation partner Bourne Digital, the automotive company deployed a robust set of mobile account management applications and services built on the SAP Integration Suite designed to address complex business processes holistically across the entire IT landscape. Utilising SAP Integration Suite’s Cloud Integration capability, TMCA and Bourne Digital were able to integrate various IT systems and implement SAPUI5 applications, which provided a rich user experience.
“With SAP Integration Suite we connected to SAP and third-party systems, allowing TMCA to provide a seamless approach to managing the Lexus rewards program. With SAP Extension Suite we persisted data on SAP HANA Cloud and built integration and reporting services consumed by SAPUI5 applications to provide reporting insights and a delightful user experience to Lexus staff. Having architected this solution, I was inspired by the ease of integrating, extending, and simplifying complex components. This is innovation!”, exclaimed Phil Cooley, CTO, Bourne Digital, Pty. Ltd.
Benefits of Having an Integrated “Cloud Rewards Management” Solution
By applying SAP’s human-centered approach to innovation, enterprise applications were transformed into customer value based on the SAP Business Technology Platform– bringing remarkable benefits to both TMCA’s employees and customers. The new, integrated “Cloud Rewards Management” solution provided the business staff with a set of account management services and applications accessed using the SAP Integration Suite and Portal service as well as access to real-time dashboards to report on the loyalty rewards accounts. In addition, the solution manages each of the Lexus extended loyalty accounts and automates and orchestrates the related transactions between all relevant parties.
Some of the key features of the solution include: capturing Salesforce events triggered by dealers and customers; running business rules APIs; and triggering updates to SAP HANA Cloud and SAP ERP.
Here are some of the outcomes achieved by TMCA by having an integrated “Cloud Rewards Management” solution:
- 50{8bf2b29f36318f0ac46ab1cc03d7035abce669a1cea16c9ed62389a818fa22fd} reduction in costs using SAP Integration Suite
- 30{8bf2b29f36318f0ac46ab1cc03d7035abce669a1cea16c9ed62389a818fa22fd} faster implementation time, speeding up business processes transformation
- 0 bugs reported after go-live
- One integrated IT landscape supporting employees and customer interaction
- Engaging user experiences with integrated SAPUI5 applications providing real-time dashboards
- Mobility services extended across 292 TMCA subsidiaries and 707 branches
- SAP Integration Suite set up and enabled for future TMCA innovation projects
- SAP HANA Cloud persistence layer in place to keep the SAP ERP core clean
- Automated payment of Vendors for services redeemed by Lexus customers
“Using SAP Integration Suite allows us to leverage our existing SAP investments and enabled us to rapidly deploy a robust solution in a highly complex landscape of systems that included legacy and modern applications,” Krishna Patil, Solution Architect, Toyota Motor Corporation Australia, Ltd.
