Automaker Optimized Customer Service with Salesforce Automotive Cloud

Optimizing Customer Service Efficiency with Salesforce Automotive Cloud

GlobalLogic leveraged Salesforce Automotive Cloud to drive improved performance through automation, system consolidation and enhanced capabilities.

Opportunity

This OEM, after years of aggressive growth, could not scale quickly to meet increasing sales and customer service demands.

Their fragmented ecosystem, overly complex tech stack, and limited functionality were causing operational and cost inefficiencies and exposing the business to data management risks.

GlobalLogic leveraged Salesforce Automotive Cloud to drive improved performance through automation, system consolidation and enhanced capabilities for the sales and service teams, without increasing headcount. 

Value Created

GlobalLogic built an end-to-end service solution for Case Management on Salesforce that allowed our partner to meet the increase in demand. 

We consolidated customer and vehicle data, including historical data, in one place. This increased data accessibility and reduced manual data handling.

Using the Salesforce Customer 360 data model meant vehicle, customer, and finance data was automatically connected without the need for custom integration.

We used Salesforce Voice for agents to see a complete customer profile, including their case history, before answering their call.

Impact

• As a result, we reduced our client’s resolution time without needing to increase sales and customer support headcount.
• The new customer service solution consolidated data into one system, eliminated manual data handling, and supported optimised customer service features.
• Having all service actions and data tracked in one place allowed for new functionality and reporting capabilities, such as SLA tracking, which was not possible before. Our client became more responsive and can easily escalate in case of need.