Our client – Khivraj Motors – is a leading automotive dealer with a legacy spanning over 80 years. Their initial focus was on hire purchase, real estate, and land aggregation. But later, Khivraj Motors expanded into automobile dealerships, offering a wide range of vehicles including motorcycles, passenger cars, small commercial vehicles, and buses. Our client is committed to providing exceptional products and services. Their mission is to foster an inclusive work culture and drive sustainable growth while contributing to community development and practicing sustainability.
- Khivraj Motors wanted to eliminate some of the challenges they were facing in their business operations. Let’s have a brief overview of these challenges:
- Inefficiency While Tracking Customer Data
Our client faced significant challenges while maintaining a comprehensive and accurate customer database. They lacked a cohesive system that could track each customer’s unique preferences, purchase history, and service requirements. This led to inconsistent customer service experiences and posed challenges for their teams while creating personalized solutions and tailoring marketing strategies for their clients – leading to reduced customer satisfaction. - Difficulty While Tracking Sales & Service Data
Monitoring and managing sales and service data for each customer was an ongoing struggle for Khivraj Motors. This automobile dealership lacked an integrated system to maintain up-to-date records of customer service history, sales transactions, and follow-up details, resulting in missed opportunities for cross-selling and up-selling. This inefficiency also made it harder for our client to ensure that customers were receiving timely and relevant updates about the service needs of their vehicles, affecting the way they wanted to provide customer experience to their clients. - Lack of Service Category Auto-Updates Based on Brands
Khivraj Motors found it difficult to keep service categories updated across different vehicle brands. Since each brand had unique requirements and service protocols, they were manually updating categories which were time-consuming and error-prone. This created discrepancies in how they provided services to their clients. Due to this manual intervention, our client faced challenges in responding to customer queries, resulting in delayed responses. This created a negative impact on the business’s ability to deliver quick and effective resolutions to their customers. - Inability to Track Upcoming Service Due Events & Notifying Customers
One of the most significant issues faced by our client was the inability to effectively track upcoming service due dates and send timely reminders to customers. Without a reliable system to notify customers in advance, they missed opportunities to engage proactively and ensure customer satisfaction. These challenges also created a roadblock for Khivraj Motors to cater to customers’ service needs, which resulted in a decline in their vehicles’ performance and customer trust. - Unable to Tracking Customer Birthdays and Vehicle Anniversaries
The Customer relationship management for Khivraj Motors was further hindered as they continued to miss important milestones such as birthdays and vehicle anniversaries of their customers. Due to a lack of a unified CRM platform, our client could not automatically track these dates, leading to missed opportunities for enhancing customer engagement. Sending personalized messages on these special occasions could have significantly strengthened customer relationships, as well as improved brand perception and customer retention. - Challenges While Scheduling Test Drives and Customer Follow-Ups
The process of scheduling test drives and following up with potential customers was fragmented and lacked automation. The sales representatives of Khivraj Motors manually handled client appointments, leading to fragmented communication and inaccurate service scheduling. Moreover, our client also lacked a system that could help them organize timely follow-ups for their customers. This created hindrances for this automotive dealership company to nurture customer relationships – leading to a decline in conversion rates and successful sales closures.
- Our Salesforce experts at PROLIM Digital understood these challenges and partnered with Khivraj Motors to eliminate them. We leveraged Salesforce to help the client streamline and automate operations in their 2-wheeler segment. Here’s how PROLIM Digital helped Khivraj Motors:
- Created Dynamic Sections for Custom Data Handling
To ensure more accurate and relevant data capture, PROLIM Digital implemented Salesforce Dynamic Forms. These adaptive forms were customized to change based on the unique requirements of each customer, allowing seamless collection and creation of customer profiles. This ensured only relevant information was captured, reducing errors and improving data entry efficiency. The result was a more precise and organized customer database, enabling better service and decision-making. - Enhanced Data Visibility with List Views
PROLIM Digital helped Khivraj Motors quickly access critical customer and service information by implementing Salesforce List Views. By configuring dynamic and structured views, customer data was organized and prioritized effectively, ensuring sales and service teams had real-time access to relevant information. This improved visibility strengthened internal operations and enabled faster, more informed decision-making. - Optimized Service Updates with Automation
To eliminate manual service category updates, PROLIM Digital leveraged Salesforce automation to update service records based on the specific brand owned by each customer. This streamlined operations, reduced manual errors, and ensured customers received accurate and timely service notifications aligned with their vehicle specifications. - Automated Notifications for Service Scheduling
Using Salesforce Task and Event functionality, PROLIM Digital automated scheduling and management of service events. Customers received timely reminders and follow-ups for service due dates, improving satisfaction and retention. This also helped the client efficiently track service tasks and reduce missed or delayed appointments, enabling proactive service engagement. - WhatsApp Messaging Automation for Key Events
To enhance customer engagement, PROLIM Digital automated workflows to send WhatsApp messages for key events such as birthdays, vehicle anniversaries, test drives, and post-sales follow-ups. This ensured timely, personalized communication, strengthening customer engagement and emotional connection with the brand while improving communication reach and consistency. - Proactive Engagement for Birthdays and Anniversaries
PROLIM Digital implemented automated triggers to send personalized birthday and vehicle anniversary wishes, creating meaningful customer touchpoints. This proactive engagement strengthened customer relationships and ensured consistent, timely interaction, helping the client maximize engagement opportunities and improve overall customer experience.
