Toyota

Seamless Middleware Integration: How Condado Helped Toyota Automate Customer Outreach

Toyota’s Financial Services division needed a scalable, automated solution to improve customer outreach and reduce manual effort. To support their LiveVox auto-dialer system, they required middleware integration for seamless data flow between their internal databases and LiveVox’s platform.

Condado served as Toyota’s technology partner, delivering a custom middleware solution hosted on Azure Cloud. This integration automated data transfers, optimized outreach efficiency, and enabled Toyota to triple its contact center workforce without system bottlenecks.

About the Client

Toyota Financial Services provides auto loans, leasing, and collections services for Toyota and Mazda customers across North America. With millions of customers and thousands of dealerships, efficient call center operations are critical for ensuring timely customer engagement and financial risk management.

The Challenge

Toyota required a highly automated and scalable outbound contact system to improve customer engagement, particularly for handling delinquent accounts. However, their existing process encountered several challenges:

• Low Contact Rates – Manual dialing led to inefficiencies and delays in reaching customers.
• Increased Overhead & Costs – Expanding the workforce without automation would significantly raise operational expenses.
• Lack of Real-Time Data Integration – The absence of automated synchronization resulted in data silos and missed follow-ups.
• Inconsistent Contact Attempts – Without an automated suppression system, customers who had already made a payment, set up a payment plan, or been recently contacted still received calls, leading to redundant outreach and customer frustration.

Solution Goals

To address these issues, Toyota needed a middleware solution that could:

• Automate the transfer of customer data to LiveVox.
• Implement suppression logic to prevent redundant outreach.
• Ensure real-time updates on customer interactions.
• Enable seamless scalability to support Toyota’s growing workforce.

Condado’s Solution: A Seamless Middleware for LiveVox Integration

Condado designed and deployed a middleware environment that acted as the bridge between Toyota’s databases and LiveVox. This solution was built on Azure Cloud, ensuring scalability, security, and real-time performance monitoring.

Key Features of the Middleware Solution

Seamless API Integration

Condado developed three robust APIs to enable seamless data transfer between Toyota and LiveVox:

• Customer Data API – Synchronizes customer contact details, ensuring accurate and up-to-date information for auto-dialing.
• Suppression API – Integrates LiveVox’s automated dialing with Toyota’s customer data, allowing for efficient outreach. 
  
  • Implements a “Do Not Dial” suppression system to prevent redundant outreach to: 
    
    • Customers who have already made a payment.
    • Customers with scheduled payment arrangements.
    • Customers who were recently contacted.
• Post-Call Memorialization API – Captures and interaction outcomes in real time, ensuring accurate reporting and compliance.

Scalability for High Call Volumes

Toyota aimed to expand its agent workforce from 150 to over 400. To ensure the system could handle this increase, Condado conducted rigorous volume testing in a staging environment to:

• Simulate high call loads.
• Monitor system performance under peak conditions.
• Validate that LiveVox’s infrastructure could support the additional 400 agents.

Successful testing confirmed the system’s scalability, enabling Toyota to proceed confidently with its expansion.

ETL Jobs for Data Management

To maintain smooth data transfer between Toyota’s systems and LiveVox, Condado implemented three ETL (Extract, Transform, Load) jobs that:

• Ran multiple times per day, with some processes executing every five minutes to ensure real-time accuracy.

Key Impact & Business Outcomes

• Improved Outreach Efficiency – Automated dialing tripled agent productivity, reducing reliance on manual calls.
• Reduced Operational Costs – By streamlining the contact process, Toyota minimized manual interventions and lowered overhead expenses.
• Seamless Scalability – The middleware solution enabled Toyota to onboard 400+ agents without performance concerns.
• Real-Time Data Accuracy – Agents worked with up-to-the-minute customer data, improving engagement and resolution rates.
• Minimal Downtime & Maximum Reliability – With proactive monitoring and Azure-based hosting, Toyota experienced zero major service disruptions.

How Condado Exceeded Expectations

Communication & Collaboration Were Key

From day one, Condado ensured strong coordination between all stakeholders. Condado’s team worked closely with Toyota’s tech leads, walking them through every step of the process, mapping workflows, and ensuring clarity.

Planning Made Execution Effortless

By defining objectives, data mappings, and failure scenarios upfront, Condado mitigated costly rework later. Every stakeholder knew exactly what to expect—no surprises, no last-minute course corrections.

Expertise in LiveVox & Middleware Gave Condado the Edge

Condado’s technical leads had deep expertise in both backend and frontend systems, allowing them to anticipate issues before they arose. As a result, by the time Toyota tested the system, it was already fine-tuned for seamless operation.

Monitoring & Proactive Issue Resolution Ensured Stability

Rather than relying on third-party tools like Datadog, Condado utilized Azure’s built-in monitoring to track API performance and system health. This approach streamlined Toyota’s infrastructure while ensuring instant alerts for any anomalies.

Conclusion

Condado delivered a scalable, cost-effective solution that automated Toyota’s customer outreach through strategic planning, seamless integration, and proactive monitoring. By implementing an advanced middleware solution, Toyota significantly enhanced its contact centre operations, tripled workforce efficiency, and reduced operational costs. The integration of LiveVox’s auto-dialer with Toyota’s internal systems ensured real-time data accuracy, minimized redundant outreach, and provided a seamless scaling capability.

Condado’s expertise in middleware integration and cloud-based infrastructure played a key role in the project’s success. Toyota’s expanded agent workforce now operates with higher efficiency, leveraging automation to engage customers more effectively while maintaining compliance and operational stability.

Instead of using third-party monitoring tools like Datadog, we leveraged Azure’s built-in monitoring to track API performance and system health. This streamlined Toyota’s infrastructure while ensuring instant alerts for any anomalies.