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Salesforce has introduced a new industry solution for the automotive industry - Salesforce Automotive Cloud™. A solution that enables OEMs, NSCs and dealers to engage with their customers and build brand loyalty at the same time
The automotive industry is in a state of upheaval, driven by factors such as electrification, autonomous driving, shared mobility and changing customer expectations. Today's customers are placing higher demands on OEMs and retailers and are demanding a more connected and responsive omnichannel experience:
Car manufacturers and dealers must face up to these changing expectations together. In order to strengthen brand loyalty, it is important to create a consistent and relevant customer experience for the customer.
The sales process in the automotive industry is undergoing radical change. Customers want personalised online and offline experiences. These are currently largely provided by dealers. This creates a closer bond with the dealer. Due to the existing sales structures, data silos have been favoured on the IT side, which contradict the growing customer expectations. By improving overarching processes and data exchange between the various sales levels, coupled with a personalised customer approach, the best possible potential is to be exploited here.
As car dealers are in direct contact with the customer, they are confronted with different challenges than their OEMs:
Only 23% of retailers are of the opinion that their company has adapted well to online sales.iv
Less than one in five OEMs and retailers believe their digital channels are engaging and optimised for mobile access.v
88% of the managers surveyed in the automotive industry expect the continued existence of some dealerships to be jeopardised by the influence of innovative mobility concepts and new market players.vi
To address these current challenges, many OEMs are turning to an agency or direct sales model where they take responsibility for the relationship with the customer - a move where technology will play a critical role in delivering an effective multi-channel experience for the customer. That's why Salesforce today launched the Salesforce Automotive Cloud.
Auto Cloud is an industry-specific product designed to connect all stakeholders in the automotive industry: the dealer, NSCs, the OEM, the financial institutions and also the vehicle. Building on the Salesforce Customer 360 Platform™, it extends the full power of Salesforce's core clouds, such as Sales and Service, and provides an automotive-specific data model with pre-built business processes and workflows.
Automotive Cloud contains out-of-the-box solutions that have been customised specifically for the automotive industry. The Vehicle Console combines customer and vehicle data in Salesforce to take intelligent action based on this data and maximise the lifetime value of vehicles. Household Management makes it possible to record the various owners of a vehicle and mark important events in their ownership history.
Automotive Cloud also has numerous functions that improve collaboration between OEMs and dealers.
Dealer Performance Management gives OEMs a clear, real-time view of dealer performance that can be used to define and then share volume agreements, sales manager targets and dealer incentives to maximise dealer performance.
Dealer Visit & KPI Monitoring allows salespeople to effectively plan their customer appointments by using pre-configured templates to define assessments and then capture the results on a mobile device during the customer call.
The Automotive Cloud comes at a time of upheaval and change in the automotive industry. Its introduction will enable automotive OEMs to capture the clearest picture yet of their customers and vehicles and to work more closely with dealers and other partners to meet the changing needs of automotive customers. This foundation of partnerships and information will enable OEMs and other stakeholders to meet the changing mobility needs of their customers.
This increased connectivity between customers, vehicles and automotive stakeholders has the potential to create $250-400 billion in annual value for organisations across the ecosystem in 2030, across a range of use cases such as R&D optimisation, sales efficiency and in-vehicle experiences. vii
Bringing together all the players and the insights gained from this offers the automotive industry the opportunity to offer its customers experiences at all touchpoints, both physical and digital, that appeal to customers on an individual level and thus generate lifelong loyalty to the brand.
Arlanis Reply is the Reply Group's Salesforce specialist and was selected as the Automotive Cloud Launch Partner for EMEA due to its extensive industry knowledge in the automotive industry. We have delivered complex Salesforce multi-cloud projects in the automotive industry for many of the world's most recognised and loved automotive brands.
As part of the Reply Group, Arlanis Reply can draw on the knowledge of other experts in cybersecurity, app development, IoT, systems integration and other innovative disciplines as needed, maximising value for customers.
Get in touch with us today!
Discuss with us how you can manage developments in the automotive industry with innovative solutions and best practices and increase the lifetime value of your customer loyalty and vehicles by utilising the power of Salesforce.
Salesforce Customer 360 Platform und Salesforce Automotive Cloud sind Marken von Salesforce, Inc. und werden hier mit Genehmigung verwendet.
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Arlanis Reply is a consulting company within the Reply Group specialising in Salesforce solutions. As a long-standing Salesforce partner, Arlanis Reply supports its customers in the successful digitalisation and optimisation of business processes. The range of services extends from consulting and implementation to integration into complex system landscapes. With a team of certified Salesforce experts, Arlanis Reply realises innovative solutions in the areas of CRM, customer experience (CX) and marketing automation. The company relies on Salesforce technologies such as the Sales Cloud, Marketing Cloud, Service Cloud and Data Cloud as well as Mulesoft. Customers benefit from the company's extensive expertise in various sectors, including the automotive, finance, telecommunications and manufacturing industries.