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Salesforce Automotive Cloud creates a ‘single source of truth’ for the automotive industry

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Following financial services, health, and education tech, Salesforce focuses on the automotive industry with the launch of Automotive Cloud. This is a purpose-built product to help key industry players make the most of the data available.

In the digital age, the automotive industry is witnessing an unprecedented transformation. Vehicles are more connected than ever, and new sales and service models (such as D2C and subscription) are coming to the fore. This shift has increased the amount of data available to all parties, from companies that manufacture vehicles to dealers and financiers that make it available to customers.

But companies have historically struggled when it comes to mobilizing this wealth of information to benefit their customers and increase their bottom line. According to McKinsey, only 1% of auto customers are completely satisfied with their car-buying experience, and just a quarter of his automakers and dealers believe their companies are well suited to selling online. I’m here.

“The automotive industry is facing a new digital imperative in the midst of the massive upheaval wrought by the rise of the direct-to-consumer model and the dawn of the electric vehicle era,” said SVP and Achyut Jajoo, GM of Manufacturing and Automotive, said. “But great disruption presents great opportunity, allowing companies to accelerate toward a digital-first future, gain a competitive edge, and future-proof their business.”


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Entered Salesforce Automotive Cloud

To achieve this, Salesforce introduced Automotive Cloud. This product uses Driver 360 and takes full advantage of Customer 360 capabilities to create a single, real-time view of the entire customer and vehicle lifecycle for automakers, dealers, and auto finance groups. . It brings together information from all available sources, including customer interactions and milestones, to help automakers not only improve service and experience, but also better lead his conversion and drive revenue through collaboration. Helpful.

Driver 360 provides out-of-the-box solutions with industry-specific data models and processes, including driver console, vehicle console, AI and analytics capabilities.

Automotive Cloud Driver Console
Automotive Cloud Driver Console. Image Source: Salesforce.

As the company explains, the Driver Console gives service teams a complete view of all customer interactions, from vehicle browsing and purchase history to service journeys, through continuous touchpoints and customized alerts. provide a view. This allows your team to effectively personalize support, offers and sales. Similarly, vehicle consoles stitch together comprehensive vehicle information such as odometer readings, vehicle market value, and real-time service and repair data for automakers, dealers, or financial groups.

Meanwhile, under AI and analytics, Automotive Cloud offers intelligent automation with click-based configuration and integration tools to create branded, automated experiences such as vehicle order status updates and shipping delay notifications. Simplify building and delivery and empower team members to get more work done. Tasks with low resources. It also provides purpose-built dashboards that provide detailed overviews of sales and performance, customer and asset lifecycles, and revenue trends to drive efficiencies at scale.

Recruitment already underway

Multiple automotive players, including Astara and Toyota Financial Services, are transforming their customer experience with the Salesforce Automotive Cloud. This solution will be generally available from October 17, 2022.

Antonio Rodríguez López, Chief Strategy and Transformation Officer at Astara, said: “This allows us to provide the best customer experience and increase customer lifetime value.

According to Salesforce’s own research, 93% of automotive industry leaders believe that first-party data (similar to that used by the Automotive Cloud) affects the overall We believe this will help significantly improve the overall customer experience. step.

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