The automotive industry is undergoing rapid transformation. Electric vehicles, connected cars, and shifting customer expectations are redefining how car manufacturers operate. For OEMs, it’s no longer just about building cars—it’s about delivering lifetime value through service excellence.
Car buyers expect:
- Hassle-free warranty claims
- Real-time updates on recalls and repairs
- Seamless service across dealers
- Predictive, proactive support for connected vehicles
Many car manufacturers struggle with fragmented dealer systems and siloed service operations. That’s where Salesforce Service Cloud + Field Service Lightning (FSL) provide a unified, customer-first platform.
Key Challenges for Car Manufacturers
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Complex Dealer Networks
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Thousands of dealerships globally → inconsistent service experiences.
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Warranty & Recall Management
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Recalls are high-stakes, costly, and brand-sensitive.
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Manual warranty processes delay resolutions.
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Customer Expectations
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Customers want 24/7 digital support, not just in-person dealership visits.
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Service Technician Coordination
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Highly specialized repairs (EV batteries, advanced electronics) require smart scheduling.
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Regulatory Compliance
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Automotive safety standards require accurate, auditable service records.
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How Salesforce Helps
Service Cloud:
- Centralized case management for recalls, complaints, and warranty claims.
- Omni-channel support → Phone, chat, email, portals.
- Knowledge Base for standardized repair instructions.
- SLA monitoring and escalation rules.
Field Service Lightning:
- Smart scheduling for specialized automotive technicians.
- Mobile app for service advisors and field technicians.
- IoT integration with connected cars → Predictive servicing.
- Asset tracking for VIN-based vehicle history.
Example
An EV manufacturer used Salesforce to manage battery warranty claims. Dealers logged cases in Service Cloud, entitlements auto-validated coverage, and FSL dispatched mobile technicians for on-site battery replacements. Result: claim processing times reduced by 50%.
Why Perigeon?
- Salesforce expertise in automotive manufacturing + dealer ecosystems.
- Experience with warranty management, recalls, and IoT predictive service.
- Integration skills for Salesforce + ERP + connected car platforms.
📩 Contact Perigeon to modernize your automotive service ecosystem with Salesforce.
