Client Overview
The client is a Europe-based car dealership chain with a history of over a century. Furthermore, the company provides aftersales services such as maintenance and repairs. Above all, it prides itself on its commitment to customer service and has won numerous industry awards in this area.
Challenges
Purchasing cars was always perceived as a complicated and time-consuming process. To further drive its competitive advantages, the company built a platform where customers can buy vehicles within 15 minutes or even less while benefitting from a wide variety, a wide selection of cars, presence, and delivery from everywhere. The platform needs to provide all necessary information about the car, including booking test drives, credit checks, trade-ins, and virtual tours both for new and used car databases. Additionally, customers should be able to purchase insurance online.
Some additional challenges all parties should be aware of while implementing this transformation:
- ensuring that the online platform is user-friendly and easy to navigate for customers with varying levels of technical proficiency
- integrating with multiple third-party providers for services like credit checks and insurance, which may have different APIs or data formats
- ensuring that the necessary data about the car, such as inventory and pricing information, is accurate and up-to-date across all platforms and systems
- ensuring that the virtual tours and other online features accurately reflect the look and feel of the cars in real life. Customers should feel confident purchasing without physically seeing or test-driving the car first.
Solution
Salesforce is a platform of choice, providing the best solutions on the market. In order to connect Salesforce with e-commerce for the web store, Sales Cloud and Service Cloud, and Community Experience for back-office operations we used MuleSoft. Additionally, we used Mulesoft to integrate these components with legacy back-end systems, such as insurance and finance providers, and the client’s back-end systems.
