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A unified Salesforce ecosystem for one of Spain's largest multi-brand automotive groups

Agentforce - Marketing Cloud - Sales Cloud - Service Cloud

Automotive

Results

100% Call centre operations centralised in Service Cloud
4 Unified channels: voice, WhatsApp, email and web chat
-35% Average case handling time with the Agentforce copilot
+50% Appointments booked through WhatsApp automation
+22% Conversion rate of the used-vehicle pipeline after the Sales Cloud rollout

Do you want the same results for your company?

Solutions

  • Service Cloud + Service Cloud Voice as the backbone of the call centre, with Digital Engagement for WhatsApp and unified email inboxes
  • Agentforce for Service as the agent's copilot inside the console: case summaries, reply suggestions and real-time knowledge retrieval
  • Marketing Cloud orchestrating multi-brand campaigns across the full portfolio, with journeys and segmentation specific to each brand
  • Sales Cloud supporting the end-to-end used-vehicle sales process, plus conversational Agentforce agents on each brand's website and appointment booking via WhatsApp

Let's start your project

Tell us your challenge

We are Horizon CX, a new generation of consultancy where talent, ambition and closeness come together to turn big ideas into projects that make a difference.

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