About Company

Since 1998, Group Landmark has been a trailblazer in the premium and luxury automotive retail industry in India. With over 135 cutting-edge facilities strategically spread across 31 cities in 11 states and union territories, the company has built a robust presence in the market. Landmark Cars has earned its reputation through a steadfast commitment to delivering seamless, customer-centric automotive experiences, combining luxury with high-end service quality.

As a frontrunner in the automobile dealership sector, Landmark Cars continuously strives to enhance its sales, marketing, and customer engagement strategies through digital transformation. The need to modernize operations, streamline workflows, improve data management, and drive business growth, led them to explore advanced CRM and marketing automation solutions. Recognizing the vast potential of Salesforce’s powerful ecosystem, Landmark Cars partnered with CloudCentric, a Salesforce Summit Partner, to revamp its sales and marketing processes for improved efficiency, better customer engagement, and data security.

Challenges Faced by Landmark Cars

Despite its leadership in the automotive retail industry, Landmark Cars encountered several operational inefficiencies, particularly in sales, customer interactions, and marketing automation. Some of the most pressing challenges included:

1. Inefficient CTI (Computer Telephony Integration) Routing

• Lack of an intelligent system to route customer calls to the right sales representatives.
• Increased response times due to manual call handling.
• Limited call tracking and reporting capabilities, leading to missed sales opportunities.

2. Marketing & Promotional Challenges

• Absence of personalized customer engagement strategies.
• Difficulty in executing targeted promotional campaigns via SMS, WhatsApp, and email.
• No centralized system to track marketing efforts and measure campaign effectiveness.

3. Pre-Sales Record Distribution Issues

• Challenges in assigning leads efficiently to different sales teams across multiple locations.
• Lack of a streamlined workflow for tracking customer inquiries and follow-ups.

4. Post-Sales Record Management & Customer Data Access

• Fragmented access to post-sales service records, causing inefficiencies in customer support.
• The need for a secure yet accessible data structure that provides customer service teams with relevant records while protecting sensitive information.

5. Limited Data Security & Role-Based Access

• Data privacy concerns due to inconsistent access permissions.
• The requirement for a well-defined hierarchy to control user access based on roles and responsibilities.

Salesforce Implementation by CloudCentric

To address these challenges, CloudCentric, leveraged its expertise in Salesforce implementation to provide a tailor-made solution for Landmark Cars. The following products were deployed to revamp their operations:

Sales Cloud – Elevating Sales Efficiency

• Automated lead & opportunity management system ensuring efficient assignment of inquiries.
• Real-time tracking of customer interactions to improve conversion rates.
• Surveys implements surveys for handling pre & post sales to review client satisfaction and feedback.
• Streamlined sales pipeline management, enabling sales representatives to prioritize deals effectively.

Marketing Cloud – Personalized & Automated Customer Engagement

• Journey Builder Implementation for automated and personalized customer interactions.
• Omni-channel marketing execution through WhatsApp, SMS, email, and social media.
• AI-driven customer segmentation for more targeted marketing campaigns.

Challenges Faced by CloudCentric’s Team

While implementing Salesforce, CloudCentric encountered several challenges due to the scale and complexity of Landmark Cars’ operations. The major hurdles included:

1. Managing Multiple Locations Efficiently

• The need to ensure seamless coordination across 135+ locations.
• Implementation of queue-based and area-based lead assignments to ensure customers are directed to the nearest and most relevant dealership.

2. Enhancing Role-Based Data Security

• Establishing a secure yet accessible CRM system with a well-structured role hierarchy.
• Implementing Role-Based Access and Sharing Rules to ensure the right teams have access to relevant data without compromising security.

3. CTI Routing Optimization

• Developing Omni-Channel and Skill-Based Routing to ensure calls are directed to the most appropriate sales agents, reducing response time and improving customer service.

4. Surveys

• The challenge is to ensure that pre-sales and post-sales forms are generated precisely at their respective stages during the sales cycle, aligning seamlessly.

5. Automating & Optimizing Marketing Campaigns

• Creating personalized customer journeys through automated workflows in Salesforce Marketing Cloud.
• Implementing a multi-channel approach for better outreach and engagement.

How CloudCentric helped

Through the implementation, CloudCentric effectively addressed Landmark Cars’ pain points and enhanced their operational efficiency. The solutions implemented included:

• Advanced Multi-Location Handling
  • Introduced automated lead routing to assign users based on dealership proximity.

• Enhanced Role-Based Data Management & Security
  • Implemented Role Hierarchy and Access Controls for secure and structured data distribution.

• Intelligent CTI & Omni-Channel Communication
  • Enabled automated call routing through CTI Integration and Skill-Based Routing.

• AI-Driven & Automated Marketing
  • Implemented Salesforce Marketing Cloud Journeys for highly personalized marketing strategies.

• Surveys
  • Implemented pre-sales surveys and customer preference forms (CPF) to gather customer expectations and preferences. Additionally, conduct post-sales surveys (PSF) to collect feedback on satisfaction and service quality, based on enquiries and collaboration with the CRM team.

Results & Business Impact

Following the Salesforce implementation, Landmark Cars experienced transformative business results:

• 40% Faster Lead Processing – Leads were routed efficiently, reducing response delays.
• 30% Improvement in Customer Engagement – Personalized marketing campaigns improved retention rates.
• Enhancing customer understanding and satisfaction by tracking feedback from each survey.
• Secure & Controlled Data Access – Enhanced data privacy with role-based access management.
• Higher ROI on Marketing Campaigns – Multi-channel marketing strategies led to better conversions.

Conclusion

The successful collaboration between Landmark Cars and Cloud Centric highlights the impact of Salesforce on the retail automotive industry. With Cloud Centric’s expertise as a Summit Partner, Landmark Cars now operates with greater efficiency, stronger data security, and a customer-first marketing approach that is driving growth and competitive edge in the market. CloudCentric can revolutionize your sales processes, contact us today.