KIA MOTORS
PROJECTS
KIA B2C & B2B CRM
SOLUTION HIGHLIGHTS
Service Cloud, Marketing Cloud, Heroku
BACKGROUND AND CHALLENGES
This led to the need for a global next-generation CRM system to improve customer satisfaction and support efficient sales activities.
In addition, the need for a system that could integrate disparate customer information to enable sales activation arose.
Finally, the company realized that it was essential to improve the efficiency of marketing campaigns, lead generation, and voice of customer (VOC) management.
These limitations led to the need for Kia Motors to adopt Salesforce to maintain its competitive advantage in the market and realize its customer-centric business strategy.
RESULTS
1. Building a global next-generation CRM system: Kia Motors leveraged Salesforce's Service Cloud to build a global next-generation CRM system in Indonesia. The system enabled integrated management and analysis of customer information, enabling automation and optimization of customer service processes. This enabled Kia Motors to significantly improve customer satisfaction and systematically transform customer information management.
2. Established an integrated marketing management system: With Marketing Cloud, Kia Motors established an integrated marketing management system based on GA360 Premier and BigQuery. The system links online and offline data, enabling more efficient customer targeting and customized marketing campaigns. This enables Kia Motors to maximize the ROI of its marketing campaigns and accurately identify and manage potential customers.
3. Transforming customer lifecycle management: By leveraging the Heroku platform, Kia Motors developed a solution to gain insights throughout the customer lifecycle, including the vehicle sales process and the service experience before and after purchase. The solution analyzes customer data and provides critical information to the sales team in real time, resulting in increased sales productivity. This gives Kia Motors the ability to respond to customer needs faster and more accurately.
By implementing these solutions, Kia Motors has strengthened its competitiveness in the global marketplace and laid the foundation to better realize its customer-centric business strategy. Working with Salesforce has enabled Kia Motors to not only transform its customer management system, but also its entire business model.
