Instamotion is a digital leader in the used car sales market, providing a seamless, online buying experience across Europe. By integrating advanced technologies and optimizing processes, Instamotion simplifies car transactions for both buyers and dealers, driving efficiency and innovation in the automotive e-commerce sector.”
Instamotion faced significant challenges in managing its customer support and sales processes for used cars using Salesforce Service and Sales Clouds. Sales agents were required to use multiple, disconnected systems to gather essential information, such as garage status, transaction management details, car dealer updates, and various third-party services like delivery, email campaigns, and payment processing.
This fragmentation resulted in inefficiencies and increased time spent on different parts of the sales process, leading to slower response times and reduced productivity. Instamotion aimed to streamline these workflows, integrate disparate systems, and enable their agents to work more effectively by minimizing the time spent on manual, repetitive tasks.
To address these challenges, a comprehensive integration of systems using Salesforce and custom API solutions was implemented:
• Salesforce Integration with Braze: Instead of static email triggers, a custom solution sends dynamic event data to Braze, allowing the marketing team to quickly customize email templates based on customer data, enhancing marketing responsiveness.
• Integration with Allianz: Enables real-time insurance policy checks to speed up customer support and decision-making processes.
• Custom LWC Car Status Survey: An adaptive survey built using Lightning Web Components allows car dealers to update car status directly through a secure Salesforce Experience Cloud portal. Based on their responses, relevant records are updated automatically, significantly reducing manual data entry.
• Garage System Integration: Real-time integration to display car availability status, giving agents better visibility and information for customer interactions.
Integrated Customer Data Access
Adaptive Car Status Survey
Real-Time Insurance Verification
Automated Marketing Campaign Management
Service Cloud
Visualforce
Salesforce Experience Cloud
Lightning Web Components
Custom APIs - Apex, REST
Sales Cloud
Over 20% of the Sales team’s time was spent calling car dealers for car data and manually updating records. With an automated survey system, dealers now provide updates at their convenience, and records are updated instantly. This reduced the time from hours to just seconds.
Email template changes took 1-5 days through developers. With Braze integration, the marketing team now manages and updates email templates directly in minutes, greatly improving efficiency and responsiveness in marketing operations.
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