A Leading Auto Finance Company – Salesforce

Challenges

• The client faced issues with capturing auction and repair-related data, unorganized marketing activities, and decreased customer satisfaction due to the absence of a Customer Relationship Management (CRM) system.
• The client had limited data accessibility and usage due to the absence of a centralized system to maintain data related to customers, cars, lease programs, and auction details in one place.
• The leasing processes were inefficient and complex, leading to an urgent need to consolidate corporate business processes and establish a clearly defined division of labor.
• Low customer satisfaction was a major concern as there was no provision for real-time communication with customers.
• The client had unorganized communication channels, and needed a centralized sales calendar to easily track all information related to auction events and auction information. They were also not able to fully utilize the fiserve tool to access remarketing information.

Solution

• Workflows, validation rules, duplicate management, formula fields, and process builder implemented to standardize Salesforce processes and achieve various functionalities
• Custom objects created in Salesforce such as vehicles, auctions, and auction event vehicles tailored to the client’s needs
• Tracking of vehicle and distribution center information enabled on Salesforce
• Quick search functionality added to easily locate a specific vehicle and determine its current location and status
• Custom sales calendar developed to track auction information, including the number of auctions per month and which vehicles are in each auction
• Custom Visualforce pages created for auctioning and repairing vehicles
• Integration with the existing Fiserv app using Rest API to track remarketing information
• Customized reports and dashboards created to help the management team access insights on different aspects of their business, such as the number of vehicle leases expiring in a given month or the number of vehicles in a particular distribution center.