Ecuador's Largest Toyota Dealer and SugarCRM's 2021 LATAM Customer of the Year Blazes New Trails

Picture this… you’re Ecuador’s largest Toyota dealer. Founded more than 60 years ago by three brothers, you’re one of the largest and oldest family-run dealerships in Ecuador. People don’t just turn to you for premium cars, but luxury experiences and a new, innovative standard in an industry that’s remained mostly static in the region.

But the world is changing, and in-store experiences aren’t always possible. You’re sitting on a goldmine of data, but you’re not using it to proactively engage customers through marketing or understand their needs before they enter the dealership. You know that you could be working smarter (not harder) to serve your customers even better.

So, you turn to SugarCRM. Now, the sales funnel is both digital and physical, pulling data from all sources to understand a buyer’s needs, who they’ve already talked to, and if they want to schedule a test drive. Your website connects to the CRM, allowing marketing to send personalized content, nurture and score leads, and collect insights at sales reps’ fingertips. No more repetitive questions for customers. No more guesswork in the selling process.

Now, you have the digital foundation to blaze new trails. With a digital platform, you can reach new audiences, aid in mobility, and develop innovative industry solutions that better serve the community. You’re converting 3% more leads than you used to, and creating loyal customers that keep coming back. That’s what happens when you let the platform do the work.

Behind the Scenes

When I sat down (virtually) with Alison Izurieta, the CRM Manager at Casabaca Toyota, I found myself moved, and in awe multiple times throughout the hour we shared. I was fascinated with how this family-owned dealership in old town Quito embraced digital transformation to adapt to the new challenges brought on by the pandemic and how they continuously go above and beyond for their customers. As opposed to primarily in-person sales cycles when a customer visited the dealership, it's not uncommon now for the team at Casabaca to conduct financial conversations over Zoom, drive cars to people's homes for test-drives, and use the data their CRM is now capturing to create a personalized sales process. The dealership is committed to serving its community by making mobility accessible for all, especially when local transportation isn't as safe as it used to be in a pre-Covid-19 world. I know everyone at SugarCRM and our partner, Inteli-K, is so pleased to be a part of Casabaca's journey as they continue to set the standards for customer experience in their industry and market. Read the full story here.

Casabaca Toyota is also SugarCRM’s 2021 LATAM Customer of the Year, which was awarded for all-around CRM excellence in the journey to achieve high-definition CX as part of the inaugural Customer Breakthrough Awards