What’s Inside?
- Implementation of a unified Sales platform to streamline back-office and dealership operations.
- Rapid generation of personalized vehicle quotations including custom equipment and models.
- Centralized reporting on sales activities, including appointments and phoning metrics.
Context
Our client, the world’s leading automotive manufacturer, chose to leverage Salesforce technology to modernize its commercial infrastructure. Working alongside a strategic partner, Spoon Consulting supports their center of excellence to guide architectural choices and execute mission-critical projects.
Challenges
The primary objective was to increase the efficiency of back-office teams by moving away from fragmented tools to a single, high-performance environment. Key requirements included:
- Prospecting Optimization: Improving how dealerships identify and engage potential customers.
- Standardization Gaps: Developing specific features to meet unique automotive business needs not covered by out-of-the-box software.
- Operational Visibility: Providing management with clear insights into field sales activities and performance.
The Solution
The transformation utilized a robust multi-module Salesforce stack, including Sales Cloud, Service Cloud, and Digital Engagement. This ecosystem allows for seamless communication via Chatter and provides a scalable framework for global operations.
Our Contribution
Spoon Consulting operates as a core part of the delivery team, providing Level 3 support and strategic maintenance. Our contributions include:
- Agile Development: Participating in rapid sprints to build and deploy new functionalities.
- Custom Engineering: Developing specific Apex/Lightning components to address technical requirements beyond standard features.
- Quality Assurance: Managing rigorous pre-delivery testing and technical documentation to ensure system reliability.
- System Integration: Interfacing the CRM with various third-party systems to ensure data continuity.
Benefits
The unified platform has significantly enhanced the client’s commercial agility:
- Commercial Efficiency: Sales teams can now generate complex, personalized quotations for various car models and equipment rapidly.
- Optimized Prospecting: Dealerships have seen a measurable improvement in their ability to target and follow up with leads.
- Activity Transparency: Management benefits from centralized reporting on all commercial activities, from physical appointments to phone outreach.
- Scalable Support: The use of our global service centers provides the client with a competitive nearshore model and the ability to scale resources quickly based on workload peaks.
Key Figures & Dates
- Project duration: 2018 – Ongoing
- Workload: 500 man-days
- Impact: 300 users
