GENESIS
PROJECTS
Modification and Development of the IT system for the Genesis Hubs ㅣ Advance CXP for Genesis Europe ㅣ Genesis Suji/Anseong CRM System ㅣ Genesis Global Experiential Platform for Customers ㅣ Genesis Gangnam/Hanam CRM system
SOLUTION HIGHLIGHTS
Sales Cloud, Service Cloud, Marketing Cloud, Account Engagement (Pardot) Partner Portal, CPQ, i2Mask
BACKGROUND AND CHALLENGES
1. Unintegrated customer data management: Genesis' customer data management was decentralized across multiple systems, resulting in inconsistencies in customer service delivery.
2. Lack of showroom visitor management: There was no systematic CRM system for customers visiting the showrooms in Gangnam, Suji, etc. We needed a system that could effectively manage customer journeys, such as customer visits to the showroom, reservation management, base visits, consultations, and test drives.
3. Need for business transformation to smart mobility services: To support the business transformation towards smart mobility services, the need for a robust and flexible IT foundation emerged.
4. Inefficient sales and marketing processes: The existing sales and marketing processes were manual and inefficient for lead tracking.
5. Limited partner collaboration: Collaboration with various partners was essential, but there was no system in place to effectively manage partner collaboration.
RESULTS
Sales Cloud: With Sales Cloud, Genesis' sales team maximized customer touchpoints, automated sales processes, and increased productivity. It enabled them to better manage leads and walk-in customers, and track all sales activities in a unified way.
Service Cloud: The customer service team leverages Service Cloud to unify management of all customer service touchpoints, from contact center to field service. This enables them to respond to customer inquiries in real-time and provide personalized service to maximize customer satisfaction.
Marketing Cloud & Account Engagement (Pardot): Genesis implemented Marketing Cloud and Account Engagement (Pardot) for advanced marketing automation and lead management. This has enabled them to achieve optimal marketing ROI by running personalized, large-scale email campaigns, sending alerts based on customer activity, and more, and has increased leads and improved productivity through automation of B2B marketing.
Partner Portal: To enhance collaboration with partners, we introduced a Partner Portal to unify partner management processes and support global business expansion. This enabled Genesis to maximize business opportunities through its partner network.
Configure, Price, Quote (CPQ): The CPQ solution helped Genesis automate and streamline complex product configuration, pricing, and quoting processes, improving sales efficiency. This enabled them to provide faster and more accurate service to their customers.
i2Mask: The company adopted i2Mask to enhance data protection and security, ensuring customer data is safe and compliant. This increases trust with customers and ensures the sustainability of the business.
The adoption of these Salesforce solutions has enabled Genesis to deliver a unified customer experience at every touchpoint with customers across sales, service, marketing, and IT, which has been an important factor in accelerating Genesis' business transformation and growth.
