Overview: Having worked closely with leading clients in the automobile industry i.e. Inchcape. We have gained deep insights into the challenges of managing fragmented customer data, dealer coordination, and post-sales engagement. Our experience spans implementing CRM solutions that unify sales, service, and marketing operations, resulting in seamless customer journeys. We have streamlined lead management, automated test drive scheduling, and enabled real-time service tracking. Working across multi-brand dealership networks. This experience has helped us deliver measurable improvements in conversion rates, customer retention, and overall operational efficiency.
Key Challenges:
Disjointed Customer Experience: Different systems for test drives, sales, servicing, and financing led to inconsistent communication and data duplication.
Manual Sales & Service Processes: Booking test drives, following up on leads, and managing post-sale service were heavily reliant on manual processes.
Lack of Real-Time Visibility: Leadership teams lacked a unified dashboard to monitor sales performance, customer preferences, and service history.
Complex Car Purchasing & Financing Process: Multiple touchpoints and systems involved in the end-to-end purchasing process like vehicle selection, vehicle exchange & finance application. Potential for delays due to manual information transfer between departments (sales & finance). Also, Lack of transparency for customers regarding the status of their finance applications.
Inconsistent Customer Experience:
Varying levels of service and personalization depending on the customer's point of contact or the specific dealership.
Customers had to repeat information across different interactions.
Our Proposed Solution: Salesforce CRM
Sales Cloud: Sales Cloud was implemented to track leads, manage test drive bookings, and streamline car sales across locations.
Service Cloud: Service Cloud enabled centralized tracking of service history and proactive scheduling for maintenance. And use Salesforce Scheduler to book a test drive facility and book a car service feature.
Marketing Cloud: Marketing Cloud automated, personalized outreach based on customer behavior, vehicle history, and lifecycle.
Integration with Finance Systems:
Utilized Salesforce APIs to connect with Inchcape's internal finance systems and external lender platforms, automating data exchange and finance application submissions.
Approval Workflows via Salesforce Flows: Configured automated approval processes for finance applications, discounts, or trade-ins, ensuring compliance and speed.
Customer Communication Automation: Automated personalized updates to customers regarding the status of their finance application or vehicle delivery.
Salesforce Marketing Cloud - Journey Builder within Sales/Service Cloud: Personalized customer journeys across multiple channels (email, SMS, social), from initial interest to post-purchase follow-up. Consistent Data Access: Because all customer data was centralized, every customer interaction was informed by previous ones, regardless of the channel or person involved.
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