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Behind the scenes of a CRM project that became a blueprint for broader transformation, and a trust-led model for scaling digital change across Europe.
Toyota Financial Services Sweden needed more than just a new CRM. Beneath the surface, legacy systems, siloed vendors, and manual processes were limiting their ability to grow and serve customers consistently. Yet convincing internal stakeholders to pursue a major digital transformation wasn’t easy, especially when the day-to-day still worked. That’s where AIT stepped in. With a structured pre- study, a transparent and phased roadmap, and a strong working relationship built on trust, AIT helped Toyota Financial Services Sweden set a new digital direction, one that not only delivers results now but scales across Europe in the future.
Toyota Financial Services Sweden, and much of the broader European organization, faced a familiar problem: fragmented digital infrastructure. Legacy systems, manual workarounds, and siloed solutions that was making it hard to scale operations or deliver seamless customer experiences. But for many internally, there was no clear urgency to change. For them, things were getting done, and a CRM system was not seen as a priority. The initial reaction was simply: Why now? What problem are we solving?
“I had worked with Salesforce before, so I knew the platform could work. But we weren’t sure how it would apply to our business. That’s why we brought in AIT to do a pre-study... to help us assess what was possible, and whether it was worth pursuing. From “Why Now?” to “What’s Next?””
For Toyota, any transformation would have to strike a careful balance: minimal disruption, clear value, and internal buy-in. AIT conducted a pre-study to see what was possible and what the best way forward could be. What began as a CRM question revealed a much bigger opportunity: to create a scalable foundation that could simplify operations, connect systems, and unlock long- term business value.
“Beneath the surface, we found several structural challenges were holding them back. Core systems were 10 to 20 years old and difficult to scale. Manual input across disconnected platforms was slowing teams down and increasing risk. Each market relied on different vendors, adding complexity and cost.“
Internally, there was still hesitation. A full transformation felt risky without a guaranteed ROI. But AIT’s pre-study and proposal shifted that mindset. Their deep business understanding, transparent process, and willingness to challenge assumptions helped build trust from the start.
Internally, there was still hesitation. A full transformation felt risky without a guaranteed ROI. But AIT’s pre-study and proposal shifted that mindset. Their deep business understanding, transparent process, and willingness to challenge assumptions helped build trust from the start.
“AIT showed us this wasn’t about fixing something broken, it was about unlocking new potential. Once they reframed it that way, we started to see the real value.“
Rather than overhaul everything at once, AIT proposed a phased roadmap. They began with the biggest pain point: customer service. By building a Salesforce-based platform to consolidate all interactions - chat, phone, and documentation archives into a single view, they were able to quickly save time and reduce the risk of human error. Next, AIT introduced a modern integration layer. Instead of rigid, point-to-point connections, they built a vendor- agnostic architecture designed to have full flexibility and scale with the business.
“We designed this architecture so it’s not just a one-time fix. It’s a flexible foundation that grows with the business need or market.“
The result is a unified customer hub used across departments, all working from the same real-time data through an interface tailored to how people really work.
“They didn’t just pitch a solution – they listened, pushed back when it mattered, and were honest about the effort it would take. That gave us confidence. “
For Toyota Financial Services, what made AIT stand out wasn’t just the solution; it was how they worked and the relationship they built.
“We had worked with other firms. But with AIT, it was different. The people who led the pre-study were the same ones who stayed involved throughout. There was no handover to junior or offshore teams; we always worked with the real experts who had taken the time to understand our business.”
“When an unrelated internal issue paused the project for two months, AIT didn’t push. They waited, without penalty. “They just said, ‘Let’s start when you’re ready.’ That kind of flexibility and understanding meant a lot.” — Pouya Norouzian. “
Although the full implementation is scheduled for launch in the autumn, the foundation is already firmly in place. The project has enabled Toyota Financial Services Sweden to lay the groundwork for a 360- degree customer view, streamline internal processes, and significantly improve operational efficiency.
At the same time, it has helped reduce IT complexity and vendor sprawl, while building trust with key stakeholders, both locally and at the regional level. Crucially, the work done in Sweden has paved the way for broader adoption across Europe. AIT’s modular architecture allows each market to move at its own pace, minimizing risk while maximizing long-term value.
“AIT helped us align with our regional office in Germany and made the case for why this transformation matters. That kind of support is rare. “
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