An innovative pilot program provides seamless customer service
Provides unique, advanced service to their customers, expanding marketshare
Streamlines processes internally for smoother operations and increased efficiency
About the company: A trusted household name
This car repair servicer is one of the most trusted and recognized "automotive" brands in the country. As the world's largest franchisor of transmission specialists and car repair shops, they operate over 600 franchise stores in the United States and Canada. Whether they are fixing broken transmissions or changing their customer's oil, they have proven customer loyalty over the last 50 years.
Introducing car service On The Go
Looking for a diagnostic technician that comes to your location and tells you exactly what is wrong with your vehicle…for FREE?
Let’s take a look back at how this idea came to life.
This trusted business has served more than 35 million drivers, and over the last few years saw a strong need in the car diagnostic space for better customer service. Between appointment times filling up at a rapid pace, and frustrated customers waiting in the shop, they knew it was time for a change. They turned to Salesforce and NeuraFlash to launch a pilot program, that would allow them to meet customers where they are, find out what’s wrong, and transport the car to the shop if needed. A truly hassle-free process!
Busy people don’t have time for car problems
Does this situation sound familiar?
You’re driving home after yet another busy day at work, with a long to-do list when you arrive home, and suddenly, the red warning light pops up on your dashboard. Great - another thing to handle during this crazy week. You make it into your driveway wondering when you will have time this week to take your car to the shop.
Now, with the power of this on the go service, there’s no need to take your car to the shop yourself. With a quick search into your google browser, you’re immediately taken to a clean white screen where you easily…
- Input your information: Name, Vehicle Year, Make, Model, and a brief description of the issue. Easy!
- Answer simple questions such as, ‘does the car start?’ Yes or No? Turn the ignition one more time, and hear the light vibrating hum. Yes!
- Select the type of work you need (tow, no tow), enter your phone number, your email, the address you want to be met, etc!
- Pick a time
- Done!
Behind this seamless service system, built by NeuraFlash, is the magic of the Salesforce platform!
Salesforce: The platform behind the customized solution
This new service solution doesn’t end when you submit your case though. The automation continues as the customer receives automated text messages detailing the technician's status and estimated arrival time. Once the car’s issue has been diagnosed, an auto-generated service report is immediately sent to the customer. This is where future work is passed off to the non 'on-the-go' unit, all powered by the connection between Salesforce Field Service (surfaced for the customer via an Experience Cloud portal) and Salesforce Sales Cloud. Customers who are serviced by this trusted business have their information directly created as a new case for the closest location. The store manager then has all the information needed and can reach out to the customer to discuss the recommended work that needs to be done.
How does that work?
Once a customer submits a case, the best agent for the job is routed to their vehicle at the selected service time. Leveraging Salesforce Field Service, customers are notified once the technician is routed to their location, and again when they arrive on site. The tech performs the diagnostic and identifies the issue, or alerts the customer of additional needs in cases that require a more in-depth diagnostic. Whether or not the service will be completed by this company, at the end of the evaluation, a service report is automatically generated when the technician finishes documenting the service, which they can do on their mobile device, live, or onsite. This service report is then sent via text message to the customer. Once complete, one of two things will happen.
1) The dealership is identified as the only one that can fix the problem
OR
2) The service needed on the car is identified and communicated to the customer
If the service needed is identified, then an opportunity is generated via Salesforce Sales Cloud, and assigned to the closest store manager who will follow up with the customer, bringing in business for the service, and hopefully, a customer for life!
A successful pilot with more on the horizon
This pilot program has been a huge success! The locations included in the pilot program have seen an increase in revenue at all stores, along with 25% call deflection thanks to self-schedule features!
Are you looking to innovate with Salesforce? Here at NeuraFlash, we pride ourselves for building impactful experiences that drive real business outcomes. Contact us today to learn more.
