The automotive industry is currently in a state of rapid transformation. Over the last couple of years, we’ve seen a massive increase in the number of innovative new technologies emerging in this sector. Vehicles are becoming increasingly intelligent, and sustainable, with the rise of hybrid devices, AI, and IoT connectivity.
While adapting to this landscape comes with a number of challenges for any organization, it also has the potential to unlock new opportunities. Connected, intelligent vehicles can play an important role in the evolution of the CX strategy, when the right technologies are implemented.
For instance, with CRM solutions like Salesforce, companies can more effectively track customer information, provide predictive service, and even deliver preventive maintenance. Zero Motorcycles, a leader in state-of-the-art electric motorcycles, leveraged this new environment with the support of leading CRM solution provider, Salesforce.
Here’s how Salesforce and Zero Motorcycles are changing the automotive space.
Innovative Customer Experiences for Innovative Products
Electric vehicles in all of their forms are gaining increased attention in today’s sustainability-focused landscape. Zero Motorcycles is leading the charge for a more eco-friendly approach to the bike landscape. Offering a combination of amazing service and innovative products, Zero Motorcycles has already been described by market leaders as the “Tesla of Motorcycles”.
This rapidly evolving innovator is setting the stage for high-performance electric motorcycles, capable of surpassing traditional motorcycles in virtually every metric. Few other motorcycle companies have made bigger strides in a shorter time period than Zero. Unfortunately, despite the company’s reputation for automotive innovation, the brand was struggling to deliver amazing service.
According to the Director of US Dealer Development and Sales, Mike Cunningham, the brand new it had a great product, but they didn’t feel they were delivering the optimum experiences. Work needed to be done to provide amazing outcomes to dealers, prospective buyers, and customers alike. Fortunately, Salesforce offered a powerful solution.
Updating the Customer Service Strategy
Before accessing Salesforce technology, Zero was using a range of three different systems dealers needed to negotiate. This included one system for sales, another for service, and a third for marketing. What’s more, dealers also had to manually send paper warranty cards to get new owners registered. This meant employees spent a lot of their time standing around fax machines waiting for paperwork to be delivered, so they could continue with tasks.
Director of Customer Experience, Aaron Cheatham, felt the company simply couldn’t call itself a high-tech company without also delivering an innovative customer experience. The Zero team decided to take a fresh look at its entire CX strategy, partnering with Salesforce Ignite to accelerate the project. According to Cheatham, the business had some significant goals to achieve with it’s new tools, including a growth of 100% revenue every year.
The ambitions of the business meant they needed a platform capable of offering exceptional scalability. Following extensive research, the team decided Salesforce was the solution best able to transform the entire business.