Digital Transformation and CRM solutions for Automotive IndustryDigital Transformation and CRM solutions for Automotive IndustryDigital Transformation and CRM solutions for Automotive IndustryDigital Transformation and CRM solutions for Automotive Industry
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Digital Transformation and CRM for Automotive Industry Next Consult Salesforce
 

Digital Transformation and CRM solutions for Automotive Industry

In recent years, industries of all types have seen major changes regarding the technologies offered to consumers. The automotive industry has always taken a step forward and offer its consumers new technological advantages regardless of the vehicle they choose, more possibilities in terms of mobility, and various sustainability strategies. All this has brought the automotive industry into a process of digital transformation, with more automation for business processes and with a more proactive communication strategy for its consumers.

When we talk about the automotive industry, we should consider both car manufacturers, car dealers, but also car-sharing companies. Ride-sharing companies have often been ignored in the automotive industry and the importance they will have in how people choose to travel on short distances in the future, has not been considered. According to a study conducted in 2016, car-sharing companies will see a major increase of 30% in revenues by 2030. This growth trend is due to the fact it always puts the customer first, giving him quickly the services he needs, more mobility and availability, time he can spend accessing various digital media channels and new high-performance technologies that respond fast to his needs and that gives him real-time connectivity.

Although the beginning of the Covid – 19 global pandemic paused the activity for the automotive factories, and it has also caused massive losses for car-sharing companies, this year the industry is slowly starting to recover. This return will take time, and the car-sharing sector is the one that can record a faster return due to the low costs in a short term, which a consumer is willing to pay. For original equipment manufacturer (OEM) and car dealers, the return and growth will be more difficult since now consumers are more vigilant regarding purchases that require a large budget. Consumers have become more conservative when it comes to high-cost spending and investment.

Challenges in the automotive industry

Given the slower growth of the automotive industry, leaders of these companies must be aware of the challenges facing the industry. They must respond immediately to them through technologies and services that build intelligent, connected journeys across commerce, sales, and marketing touchpoints. Thus, the main challenges in the automotive industry are:
 
61%

of the time consumers spend buying a car is for online research

18%

of auto shoppers would purchase a vehicle sooner if there was an online option

2out of 3

consumers care more about the time spent negotiating, offering, and signing documents

Digitalization and adopting a digital communication model from the first contact with a consumer and after he becomes a customer, is a necessity. Digitalization is reflected not only in the way companies transform the way they work, but also in the way consumers choose to make purchases, spend their time, and interact with the service providers they need. Thus, automotive companies need to create a digital experience for every step of the consumer's buying journey.
Thus, companies in the automotive industry need to offer a new shopping journey with an optimized shopping experience. An online store that offers consumers the opportunity to see the cars available in the physical shop, to customize the car according to personal preferences and needs, and to provide at least an estimate in terms of the total price will help you deliver the personalized experiences that your customers expect.
Thus, the automotive industry must offer the possibility to reduce the time spent for this phase of the sales process, through digital channels and technologies. Consumers are becoming more and more concerned about the time they spend signing papers, discussing offers, negotiating even more of the time they can allocate to enjoy the product or service they are about to purchase.
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Embrace a digital journey of customer engagement

and create personalized journeys from the first touchpoint of a client's journey.

Centralize all data about leads and customers in a single marketing automation platform and engage with them in a whole new way that will deepen relationships, drive innovation, and create a competitive differentiation for your business. Connect and interact with potential customers, create audiences based on communication channels and according to consumer preferences and lead them through a marketing funnel established by you, depending on each consumer.

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Digital Transformation and CRM solutions for Automotive Industry
Digital Transformation and CRM solutions for Automotive Industry

Lead management and a single view of the customer

Build a holistic image of each consumer, from the moment he first interacts with you, until he is converted into a customer.

Generate documents and collaborate with all parties involved in the sales process in one single platform. Request offer approvals, create tasks, add customer feedback, and improve collaboration between teams using a single source of truth, from a single integrated platform.

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Align marketing with Sales and eCommerce to drive business growth


New digital shopping experience

Build a new online shop on a smart platform that offers sales experiences connected to consumer preferences. Reshape each consumer experience from a simple search for a new car to scheduling a test drive, in a digital way. Offer potential customers the opportunity to schedule tests for their favourite car. Notify salespeople of the appointments they have and arm them with all the information they need to close the sales process quickly and efficiently.

Manage stocks, from dealers to OEM

Get a full image of your inventory for fast, efficient order fulfilment. Centralize car stocks, active orders, customer requests and synchronize them with the stock offered by the OEM. Automatically send orders to the manufacturer, request delivery times and provide the answers that your customers are looking for as quickly as possible. Automate order flows and build the supply need based on demand in the next period. Make sure you will always have available the cars your customers are looking for.

Create connected customer journeys

Collect customer data both online and offline and centralize them in a single integrated and standardized platform for more efficient management. Give your customers the opportunity to schedule online revisions, directly on the website, when they need it. Learn new ways to connect with your customer through virtual engagement with rich CRM insights. Organize customer journeys according to the customers' car age and offer them new services and products they need to keep their car in a good condition for as long as possible.

Analyse and make smart decisions based on data


The automotive industry urgently needs to adopt technologies that give consumers the opportunity to offer digital, shaped experiences tailored to their preferences and needs. To do this, companies in the industry must adopt technologies that allow them to collect, analyse and understand data. By adopting a data-driven culture, companies in the automotive industry can communicate in an informed way with consumers, in terms of marketing, sales, ecommerce and service. Also, industry leaders need to turn the physical experience of buying a car into a digital experience. And this can only be done by leveraging data to rich the right audience, with the right message in the right moment and location.

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Customer Centricity with a CRM platform for Automotive industry

One thing is for sure: Companies in the automotive industry need to adopt technologies that allow them to build a unified consumer experience on each touchpoint across the customer lifecycle. Companies in the automotive industry need a 360 image of the customer to provide them with dynamic information based on their needs and preferences for the car they want. In a new digital world, the automotive industry needs digital platforms that connect consumers' internal operations and give them flexibility in choosing the vehicle they want. Finally, data visualization and analysis tools provide access to new business perspectives and customer data that are always the basis for building better and lasting experiences.
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