The customer chose to protect their confidential information
An Automotive Cloud Salesforce Platform
About the client
Andersen's customer is a car dealership based in Austria. Employing approximately 200 people, it sold around 3,500 new and used vehicles – including Volkswagen, Audi, Skoda, and Seat – in 2020 alone. Committed to maintaining a top-tier performance, the company focuses on seamless buying experiences, transparent pricing, and convenient delivery and servicing approaches.
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Project overview
Andersen's team was tasked with delivering an automotive cloud Salesforce solution to resolve the customer's challenges of scattered client information, fragmented buyer interactions, and missed revenue opportunities. The objective was to streamline data management and enhance the purchasing and servicing experience.
The resulting cloud-based automotive platform was expected to unify client data across systems to build comprehensive profiles and integrate all touchpoints within a seamless framework that would promise revenue-adding insights.
Lacking the IT expertise and resources to achieve this objective – their specialization is understandably in a different domain – the customer turned to Andersen as a trusted provider of cloud services for the automotive industry.
Platform Technologies:
Lightning Platform, Apex, Flows
Cloud Solutions:
Automotive Cloud, Experience Cloud
Analytics and Artificial Intelligence:
Einstein Analytics
Integration Technologies:
Salesforce REST API, RESTful APIs
Others:
Salesforce Scheduler
Challenge
As the customer's sales grew, the company faced the need to fine-tune their data management practices in a unified, transparent, and manageable way. Namely, the customer sought to obtain an automotive cloud solution to take care of:
- Fragmented client data and inconsistent buyer journeys. Information about client interactions, preferences, and vehicle histories was often siloed across multiple systems. This lack of integration made it difficult to build unified client profiles and created friction in the buyer journey. To top it off, both potential buyers and existing clients expected a seamless omnichannel experience – whether they're researching vehicles online, visiting the dealership, or requesting a service.
- Missed upsell and cross-sell opportunities. Without advanced insights, identifying opportunities for upselling or recommending related services was challenging, resulting in lost revenues.
Solution
In order to resolve the customer’s challenges, Andersen's team implemented a Salesforce automotive cloud solution tailored to unify and centralize disparate client data. The platform leveraged Salesforce's robust CRM capabilities, enabling the seamless integration of client interactions, vehicle histories, and preferences into a unified system. Key data pipelines were established, in terms of back-end and storage, to ensure scalability and outstanding performance.
In order to enhance the omnichannel experience, our team integrated the platform with RESTful APIs, facilitating smooth communication between online vehicle research tools, dealership systems, and after-sales service modules. The front-end was developed to provide an intuitive and responsive user interface for both the dealership staff and clients. Advanced analytics were embedded to generate actionable insights for upselling and cross-selling opportunities.
The solution was effectively containerized and orchestrated to enhance ease of use and optimize resource management. Additional cloud services for serverless functions were utilized to support auxiliary processes like report generation and real-time notifications.
App functionality
Thanks to the customized cloud-based automotive platform envisioned and crafted by Andersen, the customer can capitalize on such functionalities as:
- Centralized source of truth, which stores data for sales, after-sales, and marketing;
- Automated lead and opportunity tracking;
- Dynamic service scheduling;
- AI-driven projections and forecasts;
- Paperless document management;
- Self-service client sub-portal;
- Real-time inventory tracking.
Results and Benefits
The employment of this bespoke automotive cloud Salesforce platform revealed new horizons for the customer, including:
- Significant revenue growth through upselling and cross-selling;
- Steady improvement of the customer's lead-to-buyer conversion rates.
- Full implementation of streamlined service resolution;
About Andersen
Andersen is a global software development company that serves versatile businesses worldwide, including multiple customers working in the automotive industry.
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What happens next?
An expert contacts you after having analyzed your requirements;
If needed, we sign an NDA to ensure the highest privacy level;
We submit a comprehensive project proposal with estimates, timelines, CVs, etc.
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