The firm, whose share of the fleet market has increased from 1.5% in 2001 to 4% in 2004, is looking to improve its customer relations and communication as well as changing its sales and support structure.
It is also planning a number of new events, including a major show at the ICC in Birmingham this autumn to get its products seen by more fleets.
Jon Pollock, general manager Toyota Fleet, said: ‘We experienced a very successful year in 2004, but are determined that our business will adapt to anticipate and fulfil the demands of our present and future customers and deliver even stronger results in the future.
Four principle areas have been targeted with change: customer relations, ease of transaction, sales support and business centre integration.
Toyota believes it will be the first manufacturer to offer a complete online electronic service from ordering, through invoicing to service bookings, when the entire system comes on stream this year.
It will also offer, as standard, a new car policy covering breakdown over three years/60,000 that guarantees five days’ free car hire as a minimum, with a likely free extension if the problem is the fault of Toyota. Fleet customers will also get a dedicated contact for each problem as part of Toyota’s plan to make itself easier to deal with.
Pollock added: ‘We are putting in place a strategy that focuses sharply on integrating the complete customer experience, ensuring that we can provide the right professional support every step of the way. Toyota has an excellent brand reputation and a great product range, giving us the perfect foundation on which to develop a loyal and growing customer base.’
With the number of Toyota Business Centres rising to 92, there will be more demonstrators and specific staff trained to deal with fleet needs.
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