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Transformation @ Work

Episode 13: Salesforce Automotive Cloud: Giving the Customer Experience a Much-Needed Tune-Up

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Transformation @ Work

Episode 13: Salesforce Automotive Cloud: Giving the Customer Experience a Much-Needed Tune-Up

Woman inspecting a vehicleTransformation at Work podcast background

Transformation @ Work

Episode 13: Salesforce Automotive Cloud: Giving the Customer Experience a Much-Needed Tune-Up

Nikhil Bhatia Automotive Practice Lead of Gerent

Nikhil Bhatia

Automotive Practice Lead, Gerent

Nikhil brings over 11 years of experience in mechanical engineering, business consulting, digital strategy, and a lifelong passion for cars, to his role as Gerent’s Automotive Practice Lead. This background gives him unique insights into the challenges the auto industry faces as it relates to data sharing and security, and how digitalization can help companies deliver a best-in-class customer experience.

Anyone who has bought, sold, or taken a vehicle in for service knows that customer experience is a major pain point for the automotive industry. Original Equipment Manufacturers (OEMs), dealers, and service providers alike have long struggled to give customers the clear communication and personalized experience they need, especially as the industry shifts into a digital-first model. But to meet consumers’ increasingly high expectations, they need effective digital tools– which is exactly what Salesforce’s newly-announced Automotive Cloud intends to provide.

Anyone who has bought, sold, or taken a vehicle in for service knows that customer experience is a major pain point for the automotive industry. Original Equipment Manufacturers (OEMs), dealers, and service providers alike have long struggled to give customers the clear communication and personalized experience they need, especially as the industry shifts into a digital-first model. But to meet consumers’ increasingly high expectations, they need effective digital tools– which is exactly what Salesforce’s newly-announced Automotive Cloud intends to provide.

In this episode, we’re taking a high-level look at Salesforce Automotive Cloud: why businesses need it, how it stands to impact automotive dealerships and OEMs, and how Gerent’s new Automotive practice is positioned to help businesses take advantage of the solution.

Key Ideas

03:19: How the automotive industry has reacted to the massive data-first, customer-driven shift towards digital experiences

04:44: Identifying the gaps in process that lead to the familiar pain points associated with car buying

07:48: How digitalization and digital tools can help OEMs and dealers meet customers where they are

09:32: How Salesforce Automotive Cloud can facilitate data sharing and transform the customer experience

11:19: Facilitating better long-term customer communication through Automotive Cloud and Driver 360

14:00: What does a truly differentiated digital customer experience look like?

16:09: Managing data security and protecting customer information with Salesforce Automotive Cloud

18:37: Key strategies for team leaders looking to encourage Salesforce adoption

20:03: How Gerent’s new automotive practice is positioned to help dealers and OEMs get the most out of Salesforce Automotive Cloud

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