The digital divison of an automotive giant in US, Mexico, and Japan, is embarking on a Salesforce application implementation to boost customer service capabilities. This project primarily focuses on efficiently managing issues related to Lost/Stolen Cards, ETC Cards, Charge Cards, and the Points Exchange processes. However, the company is currently grappling with several challenges:

• Manual Process Reliance: Predominant use of Excel sheets for operations, leading to a manual-intensive workflow.
• Complex Business Processes: Existing processes are intricate, making customer satisfaction a challenging goal.
• Operational Inefficiency: The current systems and processes lack efficiency.
• Fragmented Feedback Integration: The feedback mechanism is not well integrated due to the physical distance between departments and the involvement of multiple departments.

In response to these challenges, this global automotive company, collaboration with Hitachi Digital Services, took Salesforce implementation journey. The objectives of this implementation are:

• Enhanced Customer Communication: Streamlining interactions between customers and Customer Center.
• Transition to Salesforce Platform: Shifting from manual processes to a more automated and integrated Salesforce environment.
• Technical Advancements:
  • Incorporation of the Salesforce Lightning component for a better user experience.
  • Multilingual support to cater to a diverse customer base.
  • Integration with existing ERP databases for cohesive operations.
  • A robust Case Management system for improved issue tracking and resolution.

This initiative marks a significant step forward in modernizing company’s customer service approach. The Salesforce implementation has led to several significant improvements:

• Automated Processes: More streamlined operations, particularly in managing cases of lost/stolen cards.
• Simplified Rewards/Redemption: Easier and more user-friendly rewards and redemption processes.
• Enhanced Customer Visibility: Greater insight into customer interactions and history.
• Operational Ease: Simplified operational processes for staff.
• Increased Customer Satisfaction: The overall quality of service delivery has been enhanced, leading to higher customer satisfaction levels.