Ali Asgher is our delivery lead on the Hyundai/Genesis account and attended the Salesforce Agent Tour in Sydney earlier this year. He attended to hear the latest when it comes to leveraging data and personalisation in the auto buying journey.
Earlier this year, I attended the SF Agent Tour in Sydney to understand the latest trends and technology surrounding the online car purchase and auto-buying journey. Given the trend towards online purchases, I was curious to understand what changes it has brought to the auto industry and where the future is headed. My aim was to understand what an automotive business should consider regarding offering online car purchases to customers, implementing a 3D configurator for cars, and, most importantly, completing all the documentation online while re-engaging customers.
The “main keynote” at the start of the SF Agent Tour was one of the key highlights for me, as it explained the benefits of customised agents compared to chatbots for any industry that sells products online to customers. Essentially, after dialling customer service and going through a series of automated questions—during which you may often struggle to find the right answer—the future lies with SF agents. These agents act as customised customer service representatives who already know who you are and can answer your questions much faster than traditional chatbots.
However, for all the great key notes and sessions – the one that really stood out for the whole team at Orchard was AutoCloud: Revolutionising the Automotive Sales and Customer Experience
It’s a powerful upcoming offering designed to bring the entire automotive sales and service experience into one platform – which really speaks to the heart of everything we try and do at Orchard from a CX and Tech perspective. From simplifying car configuration and financing processes to automating marketing, leads, servicing, and even test drive scheduling.
My AutoCloud top 6 takeaways:
1. Unified Customer Experience
One of the key features of AutoCloud is how it brings together customer data, vehicle specs, and retail interactions all in one place. This means sales teams can easily access everything they need to provide a personalised experience, whether it’s checking customer history or vehicle details, making their recommendations much more relevant.
2. Custom Car Configurator
AutoCloud’s real-time car configurator lets customers design their dream vehicle by choosing colours, features, and specs. This isn’t just a fun tool; it transforms the buying journey from generic to truly personalised, helping dealerships cater to individual preferences.
3. Streamlined Financing
Let’s face it—financing can be a hassle. AutoCloud simplifies this with an automated finance process that lets customers explore options, submit applications, and get approvals without the usual headaches. This means sales teams can focus more on sealing the deal rather than handling paperwork.
4. Smart Marketing Automation
AutoCloud’s marketing tools make staying connected with customers is easy. It automatically segments your audience based on things like purchase history and service needs, allowing you to send targeted campaigns that hit home. Plus, automated lead nurturing keeps prospects engaged, boosting conversion rates and saving time for your sales team.
5. Customer Re-engagement
Keeping customers coming back is crucial in the car business, and AutoCloud makes it easier with personalised upsell and cross-sell prompts. Whether it’s offering promotions on upgrades or accessories, it ensures you don’t miss opportunities to connect and grow revenue with relevant offers.
6. Automated Appointments
Scheduling service visits and test drives can be a logistical challenge, but AutoCloud automates the process, making it easy for customers to book appointments. Automated reminders keep everyone on track, improving customer satisfaction and minimising no-shows.
In short, AutoCloud is a game-changer in the automotive space, enhancing every aspect of the customer experience while making life easier for sales teams!
Interested in learning more on how Orchard could assist you with your digital transformation?
Contact us today - hello@orchard.com.au.
