Client: Leading Automobile Manufacturer

Our client, a major player in the global automobile industry, was facing significant challenges in managing customer relationships, streamlining sales processes, and optimising their service operations. With a vast network of dealerships and a diverse product line, they needed a solution that could unify their data, improve efficiency, and provide real-time insights across their entire organisation.

Challenges they faced:

1. Fragmented customer data across multiple systems: 

The client was struggling with siloed data spread across various legacy systems, CRM platforms, and even spreadsheets. This fragmentation led to inconsistent customer information, making it difficult to provide personalized experiences and maintain accurate records.

2. Inefficient sales and service processes: 

Sales representatives were bogged down by manual data entry and lacked real-time access to crucial information. Service teams faced similar issues, with scheduling and parts management being particularly problematic areas.

3. Lack of real-time visibility into customer interactions: 

Without a unified view of customer interactions across sales, service, and marketing channels, the client struggled to provide seamless customer experiences and missed opportunities for cross-selling and upselling.

4. Limited scalability of legacy systems: 

1. As the business grew, their existing IT infrastructure struggled to keep pace. This limited their ability to introduce new products, enter new markets, and adapt to changing customer needs quickly.

Solutions we proposed

As Salesforce consulting partners, we proposed and implemented a comprehensive solution centered around Salesforce Vlocity, tailored specifically for the automotive industry. 

Our approach included:

1. Implementing Salesforce Vlocity to unify customer data and streamline processes: We deployed Vlocity’s Industry Cloud for Automotive, which provided a single, unified platform for managing customer relationships, sales processes, and service operations. This allowed for a 360-degree view of each customer, from initial contact through the entire vehicle lifecycle.

2. Customizing Vlocity components for automotive-specific needs: We leveraged Vlocity’s OmniScript and DataRaptor technologies to create custom, industry-specific processes such as:
   • Vehicle configuration and quoting
   • Test drive scheduling
   • Service appointment booking
   • Parts inventory management
   • Warranty claim processing

3. Integrating CRM with existing ERP systems: To ensure seamless data flow across the organization, we integrated Vlocity with the client’s existing ERP systems. This allowed for real-time updates on inventory, pricing, and order status, providing sales and service teams with accurate information at all times.

4. Developing a mobile app for sales and service teams: We created a custom mobile application using Vlocity’s Mobile SDK, enabling sales representatives and service technicians to access critical information and perform key tasks from anywhere, at any time.

Here’s how we implemented the solution

1. Discovery and Planning (4 weeks):

Our implementation process began with an intensive discovery phase. We assembled a cross-functional team of business analysts, solution architects, and industry experts to conduct a series of in-depth workshops with key stakeholders from the client’s organization. These workshops covered various departments including sales, service, marketing, and IT.

During these sessions, we meticulously mapped out the client’s existing processes, identified pain points, and gathered detailed requirements. We paid particular attention to industry-specific needs such as vehicle lifecycle management, complex pricing structures, and regulatory compliance requirements. 

Based on these insights, we developed a comprehensive project plan, outlining key milestones, resource allocations, and potential risks. We also created a detailed change management strategy to ensure smooth adoption of the new system across the organization.

2. Design and Configuration (8 weeks):

With a clear understanding of the client’s needs, our solution architects began designing the Vlocity solution. This phase involved creating detailed solution design documents, including entity-relationship diagrams, process flows, and user interface mockups.

We leveraged Vlocity’s Industry Cloud for Automotive as the foundation, then customized it to meet the client’s specific requirements. This included configuring custom objects to represent vehicles, dealerships, and service centers, as well as designing complex product catalogs to handle the client’s diverse range of models and options.

Our team also designed custom OmniScripts to streamline key processes such as vehicle configuration, quote generation, and service scheduling. We paid special attention to creating an intuitive user interface that would minimize training needs and maximize user adoption.

Also read: A Comprehensive Guide to Streamlining Insurance Operations with Salesforce Vlocity

3. Development and Integration (12 weeks):

With the design approved, our development team began building out the solution. This involved extensive configuration of the Vlocity platform, as well as custom development where necessary.

Key development activities included:

• Creating custom Lightning components for vehicle visualization and configuration
• Developing complex pricing rules to handle various discounts, promotions, and regional variations
• Building DataRaptor interfaces to integrate with the client’s ERP system for real-time inventory and order management
• Implementing Vlocity’s OmniScript technology to create guided selling processes for sales reps
• Developing a custom mobile application using Vlocity’s Mobile SDK for field sales and service teams

Integration was a critical aspect of this phase. We worked closely with the client’s IT team to establish secure, bi-directional data flows between Vlocity and various internal systems. This included real-time synchronization with their parts inventory system, integration with their financial systems for accurate quote generation, and connection to their vehicle telematics platform for proactive service alerts.

Throughout the development process, we adhered to agile methodologies, conducting bi-weekly sprint reviews with the client to demonstrate progress and gather feedback.

4. Testing and Quality Assurance (4 weeks):

Our QA team conducted rigorous testing to ensure the solution met the highest standards of quality and performance. This included:

• Unit testing of individual components and integrations
• Functional testing to verify that all business requirements were met
• Integration testing to ensure seamless data flow across systems
• Performance testing to validate system responsiveness under various load conditions
• User acceptance testing (UAT) with a select group of end-users from different departments

We paid particular attention to testing scenarios specific to the automotive industry, such as complex vehicle configurations, multi-tier distribution networks, and regulatory compliance requirements.

Any issues identified during testing were promptly addressed by our development team. We also used this phase to fine-tune system performance and optimize user interfaces based on initial feedback.

5. Training and Deployment (4 weeks):

After thoroughly testing the system, we moved into the training and deployment phase. We developed a comprehensive training program, including:

• Role-based training materials tailored for sales representatives, service technicians, and management users
• Hands-on workshops conducted both in-person and virtually
• Self-paced e-learning modules for ongoing reference
• A “train-the-trainer” program to develop internal Vlocity champions within the client organization

Deployment was carried out in phases to minimize disruption to ongoing operations. We started with a pilot group of power users across different departments, gathering feedback and making final adjustments before rolling out to the broader organization.

Data migration was a critical part of this phase. We developed and executed a detailed data migration strategy, ensuring that historical customer data, vehicle records, and transaction history were accurately transferred from legacy systems to Vlocity.

6. Post-implementation Support (Ongoing):

Following the successful deployment, we transitioned into a post-implementation support phase. This included:

• Providing dedicated support during the initial weeks post-go-live to quickly address any issues
• Establishing a tiered support system for ongoing assistance, with clear escalation paths
• Conducting regular health checks to monitor system performance and usage patterns
• Delivering quarterly business reviews to assess KPIs and identify areas for further optimization

We also worked with the client to establish a Center of Excellence for Vlocity, empowering their internal team to manage day-to-day administration and minor enhancements.

Our team continues to provide strategic guidance on leveraging new Vlocity features and functionalities as they become available, ensuring the client remains at the forefront of automotive CRM technology.

Results:

The implementation of Salesforce Vlocity transformed our client’s operations, resulting in:

1. 60% increase in sales productivity:

• Streamlined quote-to-order process reduced sales cycle times
• Real-time access to customer data improved lead conversion rates
• Automated workflows eliminated manual data entry, allowing sales reps to focus on selling

2. 50% reduction in service response time:
   • Efficient scheduling and dispatch processes improved technician utilization
   • Real-time access to vehicle history and parts inventory optimized service delivery
   • Automated warranty claims processing reduced administrative overhead

3. Enhanced scalability and flexibility of IT infrastructure:
   • Cloud-based solution allowed for rapid deployment of new features and processes
   • Improved ability to enter new markets and introduce new products quickly
   • Reduced IT maintenance costs and improved system reliability

Closing remarks

By leveraging our expertise in Salesforce Vlocity and deep understanding of the automotive industry, we were able to deliver a transformative solution that addressed our client’s core challenges. 

The implementation not only solved immediate pain points but also positioned the client for long-term success in an increasingly competitive and technology-driven market.

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