From inquiry to service in the same record — the importer, the dealer network and the vehicle owner in one place.
In automotive sales, the relationship doesn't end at delivery; it starts there: service, parts, warranty and the next vehicle. That relationship is usually split between the importer and the dealers, so no one sees the full lifecycle of either the vehicle or the owner.
An interested buyer leaves their details on the importer's website, then waits for someone to forward them to a dealer. In the meantime, they have visited two competitor showrooms.
When inquiries come into one system, with automatic routing and a deadline for first contact, response speed stops being a matter of luck and becomes a number that is tracked.
Service orders, warranties, complaints and previous purchases live with the dealer. The importer sees units sold, but not how the owner behaves after the purchase.
One record of the vehicle and owner across the whole lifecycle turns service from a cost into a reason for the next sale, because you can see when the time is right.
These are situations we hear about from importers, dealers and service networks. For each one, we show what we change and which product we use.
Inquiries from the website, trade fairs and listing portals arrive by email and wait. We set up automatic routing by dealer and model, with a deadline for first contact and visible performance for every showroom.
Sales CloudThe dealer keeps their own records, the importer gets a report after the fact. We give them a shared system with role-based permissions, so the sales process is visible while it is happening.
Experience CloudSales, service and warranty keep separate records of the same vehicle. We merge them into one profile, so you see both the vehicle and the person who drives it.
Data 360Appointments are arranged by phone and entered manually, and capacity isn't visible. We run scheduling through a system that knows availability, parts and the vehicle's history.
Service CloudOwners change vehicles every three to five years, but contact happens by chance. We set up campaigns tied to vehicle age, warranty expiry and the service cycle.
Marketing CloudWhen owners of a specific series need to be notified, the list is built manually and is never quite complete. With records kept per vehicle, that list is a single filter.
Yes. The Automotive Cloud industry solution has a data model with the vehicle at its center: vehicle, owner, dealer, service history and warranty are all linked to one another. So the system isn't built from scratch, but configured around your network and the way you sell and service.
No. The dealer management system (DMS) remains the source for vehicle inventory, work orders and invoicing. Salesforce is the layer for inquiries, owners, campaigns and collaboration between importer and dealers. The two systems are connected through integration, so the service history from the DMS sits alongside the owner's profile without retyping.
Through a dealer portal, with role-based access rights: each dealer sees their own inquiries, customers and vehicles, and the importer sees the whole network. That way an inquiry doesn't get lost on its way from the importer to the showroom, and the sales flow is visible while it's in progress, not just in a month-end report.
When records are kept per vehicle, the list of owners of a particular series or model year is one filter, not a list assembled by hand from several sources. The notice then goes out through the channels the owner uses, with tracking of who has booked an appointment and who needs to be contacted again.
Most often with inquiry distribution, because that is where the effect is measured fastest: how quickly a dealer responds and how many inquiries turn into a test drive. We implement that flow first, then expand to the vehicle and owner profile, service and campaigns for the next sale.
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