Revving Up CX: Salesforce Drives Volvo’s Customer Experience Forward
How a live portal and customized interface paved the way for an automotive icon.
THE CLIENT
Renowned for its attention to safety and quality (and, let’s face it, that cool emblem), Volvo is a leader in the luxury automotive industry. Founded in 1927, the company is headquartered in Sweden with hundreds of dealerships across the US.
Challenge
Volvo’s commitment to “Go the extra mile. Every day. For everyone.” means creating a seamless, welcoming experience at every step of the customer journey. But with hundreds of dealerships across the U.S., making sure that personal experience stayed consistent was tough. The internal gaps between corporate and dealership teams meant that there were inefficiencies and inconsistencies that risked diluting the Volvo experience.
They needed a solution that would empower them keep their customer promises — courtesy, respect, and transparency — alive across the board. The goal was to create a system that made it easier for dealerships to provide the same high level of service, no matter where customers were in their journey, while also improving communication between teams.
Targeted Outcomes
Improve the customer experience by simplifying touchpoints across the Volvo journey, measured by increased customer satisfaction scores and smoother interactions at the dealership level.
Strengthen communication between corporate and dealerships, ensuring a more consistent brand experience, measured by faster response times and more effective collaboration metrics.
Increase operational efficiencies at dealerships by automating key workflows, measured by a reduction in administrative time and improved sales conversion rates.
Volvo means “I roll,” and that’s exactly what we did.
We created a live portal for all Volvo Cars USA dealerships, enabling local marketing managers to spend more time supporting dealers, while vastly improving customer experience.
Built on Salesforce Digital Experience Cloud, the custom interface instantly enabled multiple dealership user types across the US to interact more effectively with Volvo Cars USA’s corporate departments. Roll, indeed.
IMPACT
Customers instantly began to enjoy a smoother brand experience and higher satisfaction.
Simplified dealership experiences, with test drives, sales, and maintenance
Easier-to-schedule appointments
Better flexibility in maintaining post-sales relationships
By tracking key descriptive, behavioral, and attitudinal UX metrics, we ensured each visitor enjoyed a smoother experience across all touchpoints.
The new custom interface immediately began to increase operational efficiencies at the dealership level, including:
Streamlined sales and reports
Workflow automation
Increased empowerment at dealerships, with corporate-led training for employees
The WOW Factor!
The new portal also mitigated risks with reduced losses on common transactions!
