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End-to-end marketing and service on Salesforce for the Kia dealership network in Colombia

Experience Cloud - Marketing Cloud - Service Cloud

Automotive

Results

19 Business units operating on a single platform (1 parent + 18 dealerships)
3 Active channels in Marketing Cloud: email, SMS and WhatsApp with Meta-approved templates
+45% Improvement in campaign engagement after the IP-warming plan and domain authentication
100% Of PQRs handled on a standardised platform with full traceability
-50% Average case resolution time thanks to automatic escalation and SLAs
+30% Improvement in SLA compliance across the dealership network

Do you want the same results for your company?

Solutions

  • Multi-business-unit architecture in Marketing Cloud (1 parent + 18 dealerships) connected to the CRM via Marketing Cloud Connect, with full domain authentication (SPF, DKIM, SSL) and a structured IP-warming plan
  • Email Studio + Mobile Studio for coordinated campaigns across email, SMS (dedicated short codes) and WhatsApp (opt-in management and Meta templates), with design and activation of customer journeys
  • Service Cloud reconfigured with a structured PQR case typology, SLAs with automatic escalation, multichannel intake and a role-based security model for the importer and the dealerships
  • Experience Cloud as a partner portal for collaborative case management with dealerships, plus operational and executive dashboards segmented by dealership for real-time visibility

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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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