This article provides an overview of Salesforce Automotive Cloud on Alibaba Cloud.
Salesforce Automotive Cloud on Alibaba Cloud is designed to help automotive companies effectively enhance the lifetime value of vehicles and transform the customer experience. With Automotive Cloud, original equipment manufacturers (OEMs) and dealers gain a comprehensive, unified, and interconnected view of vehicles and customers, enabling more efficient collaboration between both parties.
1. Automotive Lead Management
Improve lead quality and ecosystem collaboration to drive sales.
Personalize Engagement With The Right Information
Easily record information needed for more timely outreach and faster sales, like a lead's vehicle interest, purchase timeline, transaction type, or condition of current vehicle.
Optimize Lead Qualification, Distribution, and Conversion
Ensure a lead is routed to their preferred dealer via 3rd party dealer systems, and keep their qualification details attached to the opportunity throughout the cycle with the STAR standard ADF data format.
Nurture Stronger Relationships Between Auto Maker and Retailer
Increase lead conversion rates, build a strong pipeline of opportunities, and improve data sharing and data stewardship across your partners.
2. Vehicle Console
Unite asset and customer data and manage critical information in one view.
Get a Holistic View of a Vehicle
View all the information related to a vehicle in one place, whether it's a vehicle being manufactured, stocked, or sold.
Empower Teams with Vehicle Information
Make it easier to see asset details, such as the vehicle identification number (VIN), make, model, year, odometer reading, market price, registration details, features, and service details.
Drive Upgrades and Better Service
Quickly see installed or compatible parts and accessories, track warranties claims, warranties open or closing soon, and view or upgrade the vehicle parts' replacements to drive more revenue.
Track Current or Other Owners of a Vehicle
Track vehicle ownership changes over time, so you can always get in touch with the right person in the case of a recall or other issues.
3. Driver Console
Engage more meaningfully with fleet or consumer drivers.
Create an Exceptional Service Experience Across Touchpoints
Get a comprehensive view of a driver's vehicle history, vehicles they own, financial relationships, household, and sales/service activities in one place, and proactively engage to resolve issues fast, even across channels.
Empower Serv ce Representatives to Delight Customers
See a driver's activities in a visual, interactive, and chronological timeline and engagements across sales, service or marketing to meet them where they are in their journey.
Orchestrate a Seamless Service Journey
In-app tools built for automotive make it easy to verify a driver's identify on the spot, prevent privacy breaches with an audit trail, and take action fast with proactive alerts and an action launcher.
4. Stakeholder Management
Manage service and business accounts tied to a vehicle, household, or driver.
Use a Relationship Map to Easily Manage Multiple Business Stakeholders
View and manage relationships with business accounts, their vehicles, owner or operator of any vehicle, and sales and service interactions all in one platform.
Visualize Relationships with Actionable Relationship Center (ARC) Graphs
Help users understand the relationship between people, businesses, and assets at a glance.
Supercharge Business Engagements
Connect related information such as households, visits, or vehicles with an account to easily navigate records while engaging with accounts or customers.
5. Appointment Management
Manage test drive and service appointments in one platform with Scheduler for Automotive Cloud.
Improve Omni-Channel Test Drive Management
Make it easy for customers to schedule appointments, and reserve demo car and sales resource in single click.
Personalize the Buying Experience
Leverage a complete customer view to deliver personalized experience during test drives, including video calls.
Build Relationships Over Time with Service Appointments
Streamline service appointment management through the entire vehicle ownership lifecycle.
6. Dealer Performance Management
Drive visibility and collaboration between auto makers and retailers.
Report Sales of Vehicles and Parts
Dealers can create and track retail delivery reports (RDRs) for vehicle sales and proofs-of-sales for part and accessory sales to collaborate better with OEMs.
Plan and Execute Effective Dealer Visits
Plan timely, productive dealer visits to cultivate deeper relationships, analyze dealer performance, ensure dealer compliance, and upsell new vehicle accessories.
7. Household Management
Associate vehicles with members of a household to personalize outreach and drive smarter engagement.
Visualize a Household's Preferred Partners & Vehicle Ownership
View a household's preferred relationships with a sales, service or subscription provider, and get a better sense of your brand share within a household.
Influence Other Drivers Within a Household
Personalize your marketing communications for multiple drivers of a shared vehicle, or for members of a household that are influencing a potential purchasing decision.
Consolidate Communications
Get smarter about marketing messages, bills, or other communications being sent to a single household, and consolidate where it makes sense.
8. Dealer, Agent, and Branch Management
Drive employee performance and productivity across multiple rooftops or retail locations.
Improve Operations Across Departments
Track service agents or service technicians tied to specific customer locations, inventory managers or sales managers across various departments, or finance teams operating from specific rooftops.
Go Beyond Physical Locations
Manage the productivity of dealerships, service teams, or contact centers.
Get Location-Specific Analytics and Insights
Build rooftop-specific reports on key metrics like customer satisfaction and engagement, lead conversion, and closed wins.
9. Warranty Lifecycle Management
Power best-in-class warranty programs.
Define Warranty Programs
Develop programs based on your business' unique needs: warranty duration, usage limits, covered parts and more.
Automate Claim Approvals
Set up business rules to automate approvals, and streamline processes for your finance or claim teams.
Improve Payout Visibility
Empower partners and customers to submit claims themselves -- via API or portals.
Drive ROI and Profitability
Get smarter about the effectiveness of your warranty strategy and ensure reimbursements are quick and accurate.
10. Vehicle Inventory Management
Improve traceability of your vehicle inventory.
Optimize Inventory Search
Improve vehicle inventory visibility with easy searches across your automotive network using flexible criteria like VIN number, exterior color, make, model, year, distance, or location.
Drive Ecosystem Collaboration & Inventory Allocation
Drive greater channel partner inventory visibility, engagement, and performance, and enable dealers, agents, and distributors to manage their stock and meet customer expectations.
Transfer Inventory Faster to Meet Customer Demand
Get near real-time visibility into the available vehicle stock at different locations and make faster decisions around transferring inventory and meeting customer needs.
11. Optimize Fleet Sales and Operations
Get greater visibility into fleet operations, B2B and B2C relationships, and proactive fleet service.
Manage Fleets of Cars, Trucks, or Other Assets
Get a single view of your drivers, vehicles, fleets, and their business or consumer account or asset relationships in one platform.
Drive Proactive Fleet Service
One integrated view to manage fleet health, proactive maintenance, customer satisfaction, and exception management.
Track Fleet Sales Agreements
Capture volume and pricing agreements, agreement terms, and track performance realization across the lifecycle of the agreement.
See a Holistic Forecast for Fleet Sales
Collect inputs from sales teams to develop more predictability and get deeper insights into business operations, revenue trends, and more.
12. Supplier Recovery Claims
Automate and improve collaboration with suppliers to reduce warranty costs.
Maximize Cost Savings
Lower warranty expenses by recovering part costs from suppliers, boosting recovery rates with automation and fostering transparent collaboration.
Streamline Supplier Contracts
Simplify the capture of supplier recovery terms, including supplier account details, validity, and coverage specifications.
Automate the Recovery Process
Analyze warranty claims for eligibility, create supplier recovery claims seamlessly, and manage part details and pricing for swift resolution.
13. Product Service Campaigns
Boost customer satisfaction and revenue with streamlined service campaigns for vehicle and parts recalls.
Improve Campaign Management
Seamlessly create and monitor product service campaigns, ensuring timely and effective service delivery.
Simplify Asset or Vehicle Organization
Utilize Salesforce entities to effortlessly manage assets associated with service campaigns, improving campaign tracking and visibility.
Leverage Enhanced Segmentation
Easily create actionable lists of vehicles or assets for service campaigns using customizable segmentation criteria, enabling targeted and personalized service offerings.