This talk explores the evolution of a dedicated team within Toyota Connected that built the Telematics Service Platform (TSP)—the backbone of Safety Connect, providing critical safety services such as Automatic Crash Notification, SOS Emergency Assistance, Roadside Support, and Stolen Vehicle Tracking. Today, these life-saving features protect over 11 million Toyota and Lexus vehicles worldwide. But beyond the engineering feat of developing a robust telematics platform, success hinged on an often-overlooked aspect: the human factor. A world-class contact center of over 300 safety agents, embodying Toyota’s Omotenashi (hospitality) philosophy, plays a pivotal role in delivering empathy, efficiency, and care in moments of crisis. Our journey began in 2016 as a startup-style accelerator within the vast and complex landscape of Toyota, tasked with the challenge of launching an industry-defining platform by 2019. The early days were marked by rapid iteration, shifting priorities, and the complexity of aligning with hundreds of global teams. But transitioning from this fast-moving, high-energy phase to an enterprise-grade, highly available, resilient, and mission-critical system required a fundamental shift:

• Designed systems from the ground up with DevOps best practices, focusing on reliability and cost efficiency.

• Transition a team from a startup mindset to an enterprise-ready operational model.

• Maintain resilience and quality in high-stakes environments.

• Apply DevOps and Toyota principles to build autonomous, effective teams.

• Drive clarity and alignment using OKRs and strategic planning tools.

• Integrate AI technologies to enhance engineering processes and contact center operations.

Attendees will walk away with insights into leading high-stakes digital transformations, managing startup-style chaos within a large enterprise, and bridging the gap between technology and human impact—lessons applicable to any industry where resilience and reliability aren’t just technical goals, but life-or-death imperatives.