With over a century of worldwide automotive management, Ford not too long ago launched into a big digital transformation in South America, specializing in delivering personalised, impactful buyer experiences.
As an present Salesforce buyer since 2017, Ford began with Gross sales and Expertise Clouds for lead administration in Brazil, then, increasing the identical technique for different key markets in South America. Nonetheless, with information unfold throughout a number of platforms, Ford wanted an unified buyer view to focus on particular segments, as a important a part of their digital transformation technique.
Partnering for Scalable Innovation
Ford’s major objective was to streamline system integration, modernize buyer care and advertising and marketing platforms, and refocus its technique round customer support. Attaining this required a unified method to information, extra dynamic techniques, and a deeper understanding of buyer conduct throughout each touchpoint.
By increasing its use of the Salesforce platform throughout key touchpoints, Ford and OSF Digital laid the groundwork for extra personalised, related journeys and a well-structured gross sales course of. OSF Digital, a strategic companion with deep experience within the automotive business, introduced its Salesforce and system integration expertise to assist Ford implement efficient multi-cloud options. Their deep understanding of the automotive panorama and Salesforce ecosystem enabled them to tailor scalable options aligned with Ford’s evolving enterprise targets within the area.
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Powering Personalization With Multi-Cloud Options
Together with main the mixing course of and constructing out the structure for this digital transformation, OSF additionally regionalized the experiences, respecting the wants of every market and considerably altering how regional groups collaborated. The transformational course of, powered by native Salesforce government groups, related Ford functions to Salesforce platforms to offer a central information level.
By leveraging MuleSoft to combine legacy techniques and implement Salesforce options, equivalent to Gross sales Cloud, Service Cloud, and Advertising and marketing Cloud, Ford remodeled its operations, enabling extra environment friendly administration and priceless insights. The centralized buyer database has enabled the personalization of buyer journeys and enhanced buyer loyalty by providing custom-made services that resonate with particular person buyer preferences.
“Our precedence is predicated on buyer satisfaction. In the previous few years, with these transformational implementations that we did, leveraged by Salesforce, we’re capable of higher know our buyer utilizing the platform now, way more information pushed to supply, significantly better hyper personalised campaigns and attendance to our prospects.” – Danielle Feltrin, SA IT Buyer 360 View Supervisor, Ford Motor Firm
The implementation impacted a number of departments, together with buyer care, advertising and marketing, and businesses. It modified day-to-day operations and influenced how the model connects with prospects. Consequently, buyer satisfaction and model notion have improved considerably.
With OSF Digital’s help and Salesforce’s built-in capabilities, Ford noticed measurable enhancements:
- 20+ legacy techniques and functions built-in with Salesforce ecosystem with over 95% information high quality
- 60% much less time for marketing campaign creation and deployment
- Important enhance in CRC NPS charges after Service Cloud implementation
Uncover the Full Story
Hear from Ford and OSF in a 2-minute video
Future-Proofing Ford’s Digital Evolution
Ford’s journey in South America exhibits how digital options can drive progress and innovation for giant firms. By implementing multi-cloud options, a key element of their digital transformation technique, Ford considerably improved its operations, customer support, and advertising and marketing methods, finally driving higher enterprise efficiency and deeper buyer satisfaction.
With the mixing of Agentforce, Ford is positioned to raise its customer support and improve information evaluation by synthetic intelligence (AI). This development reinforces Ford’s evolution right into a premium model, boosting buyer loyalty, satisfaction, and long-term progress. Because the automotive business evolves, Ford’s digital-first method, powered by Salesforce, stands as a mannequin for innovation, resilience, and customer-centric digital transformation.
“Agentforce will streamline agent administration, enhance personalised interactions, and supply information pushed insights to optimize help processes. With Agentforce, Ford can guarantee environment friendly, responsive, and personalised customer support.” – Raffaele Veschi Junior, Regional Gross sales Director, Salesforce
Assets: OSF Digital: Ford Story
