Carpoint optimizes processes and strengthens relationships with Integrated CRM
XCC's solution for Carpoint aimed to improve the operational efficiency of the Business Unit Controller and Marketing Area processes. Through the implementation of an integrated platform and the adoption of instant messaging tools, the project automated processes, introduced gamification mechanisms to stimulate competitiveness within the BDC department, and enhanced corporate reporting with the use of CRM Analytics. The linchpin was integration with Ford's parent company tools, automating activities such as Lead Management and improving the effectiveness of sales operations, thus contributing to positioning Carpoint competitively in the automotive sector and ensuring high-quality service.
MAIN GOALS
- Evolution of the BUC processes and Marketing Area
- Centralized golden record
- Out-of-the-box approach
DESCRIPTION
Carpoint has faced an ambitious challenge in its digital transformation journey with XCC, aiming to evolve the processes of the Business Unit Controller and the Marketing Area through the implementation of an integrated platform. The main objective was to create a centralized golden record to manage customer interactions and vehicle information.
The proposed solution avoided complex customizations, following an "out-of-the-box" approach with the implementation of instant messaging tools and the optimization of recall campaigns. The automated process management improved overall operational efficiency, introducing gamification mechanisms to stimulate competitiveness and enhance BDC department performance. Integration with the Infinity management system and the adoption of a CRM Analytics platform enhanced corporate reporting. The key to success was the integration of processes with Ford's parent company tools, automating crucial activities such as Lead Management and Appointment Booking, improving the effectiveness of sales operations.
The adoption of innovative technologies allowed Carpoint to remain competitive, improving its position in the automotive industry and ensuring high-quality service to its customers.
