A Leading Auto Finance Company – Salesforce

• 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.