Fresh implementation of Salesforce to the company with 18 branches in different locations, ingestion of vehicle and owners’ data from legacy system, and integration with outside lead generating system, creation of sales, services, and marketing pipelines.
Two developers with 12-months involvement.
Technologies: Salesforce Apex, Sales Cloud, Marketing Cloud.
Proven Track Record
Customer Satisfaction
Talent Pool
Trial Period
The Challenge
The car dealer had been reliant on legacy software lacking essential customer data management features, leading to issues such as duplicate records and ineffective marketing campaigns. This resulted in time wastage and customer dissatisfaction due to poor handling.
What did UNL do
Our process began with a thorough business analysis to grasp the existing business flow and customer management practices. A data model, based on Salesforce Automotive Cloud, was then developed, along with the design of opportunity pipelines and the implementation of tasks/activities. Marketing journeys were created on the Marketing Cloud, facilitating the dispatch of emails and SMS messages to customers and the collection of their responses. Additionally, the call center and sales teams received comprehensive training on Salesforce, and data from the legacy Power DMS system (dealership management system) was seamlessly migrated. Information regarding vehicles and owners from CFE/Polk (provider of business and marketing information to the automotive industry) was transformed into opportunities and tasks, enabling the call centre and sales teams to schedule service appointments or showroom visits effectively.
The Results
- The company now integrates Salesforce seamlessly into its everyday business operations, with both the call center and sales department discontinuing the use of legacy systems.
- The company has reported a 12% increase in revenue from both new and used car sales, alongside a 17% increase in revenue from services such as repair, maintenance, and MOT.
- Internal user adoption rates and satisfaction levels have reached 100%. The time required to access customer information and document interactions has been reduced by 34%.
The technology that we use to this case
- Salesforce Apex
- Marketing Cloud
- Sales Cloud
