Car manufacturers are rethinking customer service. With EV adoption, connected vehicles, and direct-to-consumer sales models, after-sales service is becoming a key differentiator.
Salesforce offers the tools to handle dealer networks, warranty claims, recalls, and predictive servicing at scale. Here are the top 5 use cases for car manufacturers.
Use Case 1: Warranty & Recall Management
- Automate warranty claim validations.
- Create service campaigns for recalls.
- Track recall progress across global dealer networks.
Use Case 2: Dealer & Service Portals
- Dealers log and track claims via Experience Cloud.
- Access to technical manuals and repair instructions.
- Transparent status updates reduce dealer-OEM friction.
Use Case 3: Predictive Maintenance for Connected Cars
- IoT-enabled vehicles send diagnostics to Salesforce.
- Proactive cases created for battery health, engine issues, or safety alerts.
- Mobile technicians dispatched via FSL.
Use Case 4: SLA Compliance
- SLA timers for urgent repairs.
- Dashboards for leadership visibility.
- Escalations before SLA breaches.
Use Case 5: Customer Experience Analytics
- AI-driven insights into service satisfaction.
- Case trend analysis for recurring vehicle issues.
- NPS and CSAT tracking.
Example
A luxury car OEM used Salesforce to manage recalls. Service Cloud tracked recall progress per VIN, while FSL scheduled service appointments. Recall completion rates improved by 22% within 9 months.
Why Perigeon?
- Automotive domain expertise in dealer + service ecosystems.
- Experience in recall management, warranty automation, and IoT predictive service.
📩 Talk to Perigeon about Salesforce solutions for automotive OEMs.
