Overview

A multinational automotive OEM North America (MMNA), the US subsidiary responsible for all sales, marketing, R&D, and manufacturing operations, faced significant customer support challenges. They sought to modernize their customer support by implementing Salesforce Service Cloud with Einstein GenAI to enable intelligent, AI-driven customer engagement. By co-creating the solution with Tech Mahindra, MMNA transformed its contact centers.

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Industry Challenge

The client is a multinational automotive OEM whose North American subsidiary manages sales, marketing, R&D, and manufacturing operations across 311 dealerships. They faced increasing complexity in delivering timely and effective customer support at scale.

Key challenges included:

  • Limited, legacy channels for customers to interact with MMNA’s customer support team
  • High call volume of approximately 1,500 calls per month, straining call center operations
  • Increasing case wrap-up time due to manual case summarization

Our Approach and Solution

To overcome the challenges, we:

  • Implemented Salesforce Service Cloud with Einstein GenAI for AI-driven customer support
  • Introduced chat as an additional digital channel to improve customer engagement and reduce call volume
  • Enabled Einstein-enhanced bots for self-service, case summarization, and knowledge recommendations
  • Integrated AI-powered agent assists with faster responses and improved first-contact resolution
  • Automated case wrap-up and service workflows to augment agent productivity and operational efficiency

Business and Community Impact

The strategic engagement delivered measurable improvements across the client’s support operations:

  • Supported approximately $605K in revenue growth and $320K in annual contract value.
  • Improved customer experience.
  • Einstein GenAI automation reduced case handling and wrap-up time driving operational efficiency and cost savings.
  • Chat, knowledge suggestions, and wrap-up automation reduced inbound call volume and improved scalability.