Digitization of the purchasing experience has permeated the automotive industry from vehicles to aftermarket parts and service, causing customer expectations to accelerate tremendously. Customers now expect to be able to interact with digital retail channels as part of their car-buying journey. And dealers are becoming focused on purchasing aftermarket parts and accessories for resale. With the rapid transformation of the automotive industry, meeting customers where they are and embracing the new way of shopping is a must. Also important is connecting data between OEM and dealers on top of a flexible, trusted, integrated, and proven Commerce Platform as the foundation of a digital commerce experience.
As part of the ever-evolving automotive customer buying journey:
Today’s ecommerce buying experience is personalized, targeted, intuitive, and puts all interactions in the hands of the consumer. And for dealers who provide a friendly face and facilitate customer transactions in the dealership, the car buying experience must integrate the in-store and ecommerce experience. By automating the paper cycle for dealers, businesses can facilitate a digital-centric experience. Sales reps encounter an all-in-one guided approach using a customer relationship management (CRM) platform, while also obtaining input and insight from the customer’s interactions with the brand’s digital assets. This capability allows the customer to shop and gives them the option to complete the sale from a representative.
Using a complete business-to-business-to-consumer (B2B2C) commerce journey can facilitate easy transactions to help dealers drive more revenue or build a better experience. For example, use:
For more information, see Salesforce Industry Solutions for Automotive.
As IT leaders in the auto industry know, there are hazards of building out monolithic single-purpose systems. Think platform, not product. A platform should enable scalability, continuous innovation, and flexibility for growth. This includes automation, intelligence, and personalization at scale, along with an ecosystem of technology partners.
Build automotive commerce solutions on top of the Commerce Platform leveraging developer tooling, sample apps, headless APIs, and best practices.
Salesforce Professional Services teams help you every step of the way. With deep industry and commerce expertise, customer success experts can help plan, scope, and build your next Automotive project.
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