MERCEDES-BENZ KOREA
PROJECTS
SALESFORCE OPERATONS AND PG INTEGRATION ㅣ MERCEDES-BENZ KOREA CAMPAIGN OPERATIONS
SOLUTION HIGHLIGHTS
Sales Cloud, Service Cloud, Marketing Cloud, Partner Community, Heroku
BACKGROUND AND CHALLENGES
They also needed to analyze and manage their marketing activities and business strategy in an integrated way, with the goal of increasing the efficiency of their marketing budget, optimizing internal processes, and improving overall business performance. To overcome these challenges, Mercedes-Benz Korea decided to implement a comprehensive cloud solution from Salesforce. By unifying disparate data and processes, enabling real-time analytics and personalized customer care, Salesforce solutions help companies maximize customer experience and drive business performance.
RESULTS
Service Cloud: Service Cloud helps customer support teams respond consistently and quickly to customer inquiries collected across all channels. The team can now manage customer interactions across all touchpoints - email, chat, social media, text messages, and phone - from one platform. This has helped maximize the quality of customer service and reduce issue resolution time.
Marketing Cloud: Mercedes-Benz Korea's marketing team relies on Marketing Cloud for automated, personalized marketing. With customer data consolidated in a single data repository, they automatically create and execute customized campaigns. This has increased customer engagement, strengthened brand loyalty, and maximized the efficiency of their marketing budget. The custom marketing system design has also enabled them to create more granular and targeted marketing strategies.
Partner Community: To strengthen collaboration with its dealer network, Mercedes-Benz Korea leveraged Partner Community to build an e-catalog cloud system, which enables dealers to view product information, inventory status, and sales opportunities in real time, significantly improving sales efficiency. Dealers are now able to provide more personalized service to customers.
Heroku: To take the customer experience to the next level, Mercedes-Benz Korea leveraged Heroku, Salesforce's PaaS platform, to accelerate the development and deployment of customized applications. In particular, the integration with various external services, including an online payment module, enables customers to purchase vehicles and access services online more seamlessly. This transformation with Heroku has significantly expanded the quality and scope of digital services offered by Mercedes-Benz Korea.
