Client Overview
Our client – Khivraj Motors – is a leading automotive dealer with a legacy spanning over 80 years. Their initial focus was on hire purchase, real estate, and land aggregation. But later, Khivraj Motors expanded into automobile dealerships, offering a wide range of vehicles including motorcycles, passenger cars, small commercial vehicles, and buses. Our client is committed to providing exceptional products and services. Their mission is to foster an inclusive work culture and drive sustainable growth while contributing to community development and practicing sustainability.
Business Challenges
Khivraj Motors wanted to eliminate some of the challenges they were facing in their business operations. Let’s have a brief overview of these challenges:
Inefficiency While Tracking Customer Data
Our client faced significant challenges while maintaining a comprehensive and accurate customer database. They lacked a cohesive system that could track each customer’s unique preferences, purchase history, and service requirements. This led to inconsistent customer service experiences and posed challenges for their teams while creating personalized solutions and tailoring marketing strategies for their clients – leading to reduced customer satisfaction.
Difficulty While Tracking Sales & Service Data
Monitoring and managing sales and service data for each customer was an ongoing struggle for Khivraj Motors. This automobile dealership lacked an integrated system to maintain up-to-date records of customer service history, sales transactions, and follow-up details, resulting in missed opportunities for cross-selling and up-selling. This inefficiency also made it harder for our client to ensure that customers were receiving timely and relevant updates about the service needs of their vehicles, affecting the way they wanted to provide customer experience to their clients.
Lack of Service Category Auto-Updates Based on Brands
Khivraj Motors found it difficult to keep service categories updated across different vehicle brands. Since each brand had unique requirements and service protocols, they were manually updating categories which were time-consuming and error-prone. This created discrepancies in how they provided services to their clients. Due to this manual intervention, our client faced challenges in responding to customer queries, resulting in delayed responses. This created a negative impact on the business’s ability to deliver quick and effective resolutions to their customers.
Inability to Track Upcoming Service Due Events & Notifying Customers
One of the most significant issues faced by our client was the inability to effectively track upcoming service due dates and send timely reminders to customers. Without a reliable system to notify customers in advance, they missed opportunities to engage proactively and ensure customer satisfaction. These challenges also created a roadblock for Khivraj Motors to cater to customers’ service needs, which resulted in a decline in their vehicles’ performance and customer trust.
Unable to Tracking Customer Birthdays and Vehicle Anniversaries
The Customer relationship management for Khivraj Motors was further hindered as they continued to miss important milestones such as birthdays and vehicle anniversaries of their customers. Due to a lack of a unified CRM platform, our client could not automatically track these dates, leading to missed opportunities for enhancing customer engagement. Sending personalized messages on these special occasions could have significantly strengthened customer relationships, as well as improved brand perception and customer retention.
Challenges While Scheduling Test Drives and Customer Follow-Ups
The process of scheduling test drives and following up with potential customers was fragmented and lacked automation. The sales representatives of Khivraj Motors manually handled client appointments, leading to fragmented communication and inaccurate service scheduling. Moreover, our client also lacked a system that could help them organize timely follow-ups for their customers. This created hindrances for this automotive dealership company to nurture customer relationships – leading to a decline in conversion rates and successful sales closures.
Kasmo’s Salesforce Solutions
Our Salesforce experts at Kasmo understood these challenges and partnered with Khivraj Motors to eliminate them. We leveraged Salesforce that helped our client streamline and automate their operations in their 2-wheeler segment. Here’s how Kasmo helped Khivraj Motors:
Created Dynamic Sections for Custom Data Handling
To ensure more accurate and relevant data capture, Kasmo implemented Salesforce Dynamic Forms. These adaptive forms were customized to change based on the unique requirements of each customer, allowing our client to seamlessly collect and create customer profiles. This customization ensured that only the most pertinent information was collected, which reduced errors and improved the efficiency of data entry. By leveraging the Salesforce platform, we helped our client to maintain a more precise and organized customer database, facilitating better customer service and decision-making.
Enhanced Data Visibility with List Views
Our experts helped Khivraj Motors to access critical customer and service information quickly by implementing Salesforce. By configuring comprehensive and dynamic List Views in Salesforce we helped our client to easily organize and prioritize customer data, ensuring that sales and service teams had real-time access to the most relevant information. This enhanced their visibility of customer data and improved internal operations. We also helped Khivraj Motors empower their employees by helping them make informed decisions quickly, improving response times and service delivery.
Optimized Service Updates with Automation
To tackle the issue of manual service category updates, we leveraged Salesforce to automate service updates which were based on the specific brand owned by each customer. By leveraging Salesforce’s automation capabilities, the new and improved system was able to automatically update service categories according to the unique requirements of each vehicle brand. This automation streamlined operations, reduced manual errors, and ensured that customers received timely and accurate service notifications based on their vehicle’s brand specifications.
Automated Notifications for Service Scheduling
By introducing Salesforce’s Task and Event functionality to Khivraj Motors, we were able to automate the scheduling and management of upcoming service events. This ensured that customers received timely reminders and follow-ups regarding their service due dates, improving both customer satisfaction and customer retention rates. Kasmo also helped the client to efficiently track and manage service tasks, reducing the chances of missed appointments or delayed services and enabling proactive service engagement.
Provided Automation for WhatsApp Messaging for Key Events
To enhance customer engagement, our experts automated workflows to send WhatsApp messages for key customer events. These messages were personalized according to customer birthdays, vehicle anniversaries, test drive schedules, and post-sales follow-ups. This automation ensured that customers were engaged at the right time with relevant messages, enhancing overall satisfaction and fostering a stronger emotional connection with the brand. This helped our client to significantly improve the reach and maintain a proper communication channel with their customers.
Helped to Proactively Engage with Customers for Birthdays and Anniversaries
To further enhance customer engagement, Kasmo’s experts designed automated triggers to send personalized birthday and vehicle anniversary wishes, creating meaningful customer touchpoints. This proactive approach strengthened their customer relationships and personalized customer interactions. By automating these important touchpoints, we helped our client to miss any opportunity to engage with their customers and increase customer engagement.
Results Achieved
As our experts leveraged Salesforce to eliminate the challenges faced by the automotive dealership, these were some of the benefits achieved:
