There are few experiences more frustrating for a customer than having to repeat crucial information again and again. Yet when buying a car, the customer is often expected to answer the exact same questions when shopping for a vehicle, negotiating a deal, and having the vehicle serviced. It raises the question: When your data is kept under one roof, why isn’t that information being shared between teams? Oftentimes, the answer is because each individual team is working with siloed processes and technology, which limits the flow of data and unnecessarily fragments the customer experience.
In this episode of Transformation @ Work, we look at how effective digital tools can help teams bridge departmental silos and centralize customer data to create a more seamless experience from beginning to end.
There are few experiences more frustrating for a customer than having to repeat crucial information again and again. Yet when buying a car, the customer is often expected to answer the exact same questions when shopping for a vehicle, negotiating a deal, and having the vehicle serviced. It raises the question: When your data is kept under one roof, why isn’t that information being shared between teams? Oftentimes, the answer is because each individual team is working with siloed processes and technology, which limits the flow of data and unnecessarily fragments the customer experience.
In this episode of Transformation @ Work, we look at how effective digital tools can help teams bridge departmental silos and centralize customer data to create a more seamless experience from beginning to end.
Key Insights
03:46: What causes automotive sales, service, and marketing teams to become so siloed, and how does that siloization impact the customer experience?
05:25: The role technology plays in establishing (and eliminating) information silos
06:58: Envisioning a better customer experience: How digitalized dealerships could transform the car buying experience and provide easy access to previously siloed data
09:16: How automotive dealerships and OEMs can leverage digital tools to unify their sales, service, and marketing teams
11:04: Specific features of Salesforce Automotive Cloud that can help dealers centralize, standardize, and share data across teams
13:11: Establishing a single source of truth: How to bring multiple sources of data within Salesforce
16:21: Managing stakeholder approval, and using Salesforce to ensure leadership has insight into every individual team’s operations
17:55: Introducing the Automotive Cloud Accelerator: How Gerent helps teams eliminate the hurdles associated with Automotive Cloud implementation
