GUEST EXPERIENCE AND RETENTION 1 GUEST EXPERIENCE AND RETENTION 2 Brian Leavitt Future Technology & Strategy Integration brian.leavitt@toyota.com GUEST EXPERIENCE AND RETENTION 3 Service Connect is Toyota’s premier solution for engaging Guests. Through the Toyota app, Service Connect - equip ped vehicles can actually tell their owners that maintenance or service is required! What is Service Connect? GUEST EXPERIENCE AND RETENTION 4 Safety Connect Safety Connect gives your Guest peace - of - mind when the unexpected occurs. It also has the same trial period. Safety Connect includes: Emergency Assistance Automatic Collision Notification Enhanced Roadside Assistance Stolen Vehicle Locator GUEST EXPERIENCE AND RETENTION 5 Guest Benefits PEACE OF MIND GREATER CONVENIENCE RESPECT FOR THEIR TIME GUEST EXPERIENCE AND RETENTION 6 Dealer Benefits INCREASED SERVICE RETENTION INCREASED PARTS & LABOR SALES INCREASED DEALER PROFIT OPPORTUNITY GUEST EXPERIENCE AND RETENTION 7 ‣ Number of Service Connect capable VIN’s is rapidly growing ‣ Almost all new vehicles are now Service Connect capable Service Connect Opportunity 0 2 4 6 8 10 12 14 16 18 20 2019 2020 2021 2022 2023 2024 2025 2026 2027 2028 2029 2030 Millions Service Connect UIO Service Connect UIO GUEST EXPERIENCE AND RETENTION 8 Connected Services Enrollment ✓ New ✓ TCUV ✓ Pre - Owned GUEST EXPERIENCE AND RETENTION 9 GUEST EXPERIENCE AND RETENTION 10 GUEST EXPERIENCE AND RETENTION 11 Enrollment Report Connect Services Enrollment Dashboard: Connected Services Enrollment - Tableau Server (toyota.com) GUEST EXPERIENCE AND RETENTION 12 Enrollment Report GUEST EXPERIENCE AND RETENTION 13 Enrollment Report – VINs Not Enrolled GUEST EXPERIENCE AND RETENTION 14 Enrollment Report – Dealer Snapshot GUEST EXPERIENCE AND RETENTION 15 Alert Tracker 1. Dealer Access 2. Region Access 3. Alerts 4. Alert Assignment GUEST EXPERIENCE AND RETENTION 16 Dealer Access DealerDaily Profile Settings : 1. Connected Services Portal 2. Technical Information System (TIS) GUEST EXPERIENCE AND RETENTION 17 Settings 3 levels of Access • Administrator • Delegated Administrator • Assigned/Enabled to Receive Alerts GUEST EXPERIENCE AND RETENTION 18 Dealer Access GUEST EXPERIENCE AND RETENTION 19 Corporate User Access GUEST EXPERIENCE AND RETENTION 20 Navigating Alert Tracker 1. Alert Tracker 2. Report 3. Do Not Call 4. Settings 5. Notification