Driving Auto Brand Growth with End-to-End Salesforce Automotive Cloud Development

Achieving Fast Growth Using Salesforce Automotive Cloud

GlobalLogic helped a Chinese auto brand meet its ambitious growth goals using a set of Salesforce solutions. These solutions included Salesforce Automotive Cloud, which helped our client grow rapidly by scaling their current operations to achieve a top 10 customer experience ranking in Australia. Our client intends to use these solutions to earn a top 5 ranking.

Opportunity

A Chinese auto brand was growing so rapidly in Australia that they needed to implement a robust CRM and customer service platform to maintain competitive advantage. 

We developed a Salesforce CRM system for the client, keeping in mind the prospective vision, which included scaling current operations to meet product demand, accelerating product development for the local market, and adopting an effective rollout through a well considered roadmap.

Value created

Our certified Salesforce architects ensured that the system was designed to meet the needs of different business functions considering the long-term vision.

After a careful evaluation, we selected Salesforce Automotive Cloud with the following components:

• Service Cloud for the client’s omni-channel Contact Center for Case Management
• Experience Cloud to deliver a Dealer Portal with Lead Management
• Salesforce Knowledge to assist case resolution
• MuleSoft for data integration with various Dealer Management Systems (DMS) and existing platforms
• Service Voice for an integrated customer experience when calling the Contact Center.

Impact

The solution quickly provided sales and service managers with direct access to critical information such as vehicle data, customer details, work order records, and incidents raised.

It integrated with surrounding systems to provide a centric view of customers and improved Contact Center employee experience  using automated customer identification and case resolution steps, along with faster and more accurate service resolution.

The CRM system provides more information for dealers to service customers in lead and sales cycle. It helped to reach fewer errors with a single source of truth by using one system and a golden customer record.