New starters at Toyota Motor Europe are immersed in the company’s business ethos thanks to a first-person interactive video tour of the entire customer journey.
Leading car manufacturer, Toyota employs 20,000 people across Europe. The business has a core principle at its heart: Customer First. To Toyota, it is very important that new employees understand this principle and how different functions of the business work together to add value to the customer experience.
Why was interactive video the right move for Toyota?
In the past, the Customer First message was getting lost during orientation days, where each business function gave their own face-to-face presentation. A more integrated approach was needed to help new hires understand the whole customer story.
The need for a new solution came about from a few key challenges:
- Inconsistent delivery of 'Customer First' message
- Clarifying how different functions collaborate for success
- Reassuring and enthusing new recruits about their decision to join
How did Sponge’s interactive video solution work?
We’ve worked with Toyota for nearly a decade but this was the first time we’d collaborated on the company’s pan-European induction programme. Spending time at the start of the project analysing the requirements and holding structured interviews with stakeholders really paid off in terms of developing potential ideas in line with expectations.
The solution we proposed was an interactive video tour of the Toyota Customer Journey so new starters could see the customer value chain from beginning to end. As the new employee moves through the interactive video, they can click on hotspots to watch video clips with experts. Quizzes are interspersed in the video so new hires can check their knowledge as they go.
Our experience of working with Toyota meant we were trusted to implement an innovative solution. It resulted in a more engaging and consistent orientation while saving time and money. The interactive video has proved such a great guide to the customer journey that it’s also being used as a refresher for existing staff.