A Leading Auto Finance Company – Salesforce

A Leading Auto Finance Company Implements Salesforce to Improve Efficiency and Customer Satisfaction


Project Overview

The client is a top car vendor and auto finance company in the USA and Canada region. They offer a wide range of services such as car leasing, car loans, auctions, and strive to provide their members with the best customer service possible.

The client is dedicated to providing comprehensive and high-quality customer service to their members, making them one of the leading car vendors and auto finance companies in the USA and Canada.


  • 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.


  • 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.


Thanks to the implementation of Salesforce CRM, the client experienced several benefits, including:

  • Simplified and consolidated processes, improving the management of divisional labor
  • Ability to track all activities related to the re-marketing process on one platform, ensuring better coordination and communication between teams
  • Easy access to data related to customers, cars, auctions, and repairs through a central repository, resulting in better decision-making and increased productivity
  • Efficient tracking of the location and status of vehicles, making it easy to manage the re-marketing and repair process
  • Streamlined sending of vehicles to auctions for sale, ensuring a smooth and hassle-free process
  • Quick and easy tracking of all upcoming auctions, enabling better planning and decision-making
  • Enhanced customer satisfaction through real-time communication with increased frequency and better quality of interactions, improving the overall customer experience.