Discover how Persistent revolutionized an automotive captive lender’s business operations, driving a 30% faster time-to-market and elevating customer experiences.
The Challenge
The client, an automotive captive lender, faced disjointed processes, lengthy campaign lead times, and a lack of centralized customer data. They needed to transition from Salesforce Sales and Service Cloud to Salesforce Automotive Cloud to better align with industry-specific needs and leverage Salesforce Marketing Cloud to enhance customer experience and dealer relationships.
The Solution
Persistent led the digital transformation for the client’s Commercial and Retail business. This included the Commercial Line of Credit (CLOC) Application Process using Salesforce Automotive Cloud, delivering use cases like the Equity Estimator, Offer Engine, and marketing journeys. Persistent ensured a seamless transition from the incumbent vendor, avoiding disruptions.
Persistent integrated GCP with Salesforce Automotive Cloud using MuleSoft and engineered features such as personalized communication and pre-approved offers, leveraging Salesforce Marketing Cloud. The switch from Adobe to Salesforce Marketing Cloud marked a significant milestone.
In Retail, Persistent streamlined end-of-lease processes by implementing the lease-end journey module, notifying customers with offers via email and mobile app push notifications. This enhanced the dealer experience across retail, commercial, and wholesale sectors.
In Commercial, Persistent improved lead nurturing, cross-selling strategies, and customer journey recovery. Persistent optimized processes with a consulting-led approach and PI planning. Organization Change Management (OCM) engaged stakeholders through the Persistent Client Academy on myTrailhead, providing virtual training, recorded videos, and effective communication for adoption and change management.
Outcomes
- 30% faster time-to-market with seamless integrations, notifications, and automations
- 15% improvement in lead generation and hyper-personalization of offers
- 50% faster conversions with automated line of credit workflows
I truly, truly appreciate all the hard work the team has put into making this timeline a reality. The level of commitment has been amazing, and we appreciate the dedication to our partnership.
Products:
- Salesforce Service Cloud
- Salesforce Sales Cloud
- Salesforce Marketing Cloud
- Salesforce Automotive Cloud
- MuleSoft
- myTrailhead
