Enhancing Automotive Efficiency for Swedish Luxury Car Manufacturer

Overview

The client, a Swedish multinational manufacturer of luxury cars, faced significant challenges in delivering a consistent, customer-first digital experience across channels. Fragmented data systems, poor after-sales engagement, and a lack of data transparency were hindering loyalty and efficiency.More

The client, a Swedish multinational manufacturer of luxury cars, faced significant challenges in delivering a consistent, customer-first digital experience across channels. Fragmented data systems, poor after-sales engagement, and a lack of data transparency were hindering loyalty and efficiency. Tech Mahindra transformed the brand’s digital journey by implementing an integrated Salesforce-based platform that streamlined sales, enhanced customer engagement, and enabled real-time dealer collaboration, unlocking efficiency and driving innovation at scale.

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Challenges

The client faced several key challenges including inconsistent customer experiences, fragmented data systems, limited transparency, an unclear and unsupported handover process, and a need to enhance speed and efficiency across their global operations.

Our Approach and Solution

The transformation redefined the client’s customer engagement and operational efficiency through a unified, data-driven platform, resulting in:

End-to-End Sales Digitization

The retail portal streamlined the entire lead-to-order process, including bookings, cancellations, order tracking, and Customer 360 (C360) integration.

Direct-to-Consumer Enablement

The hybrid sales platform allowed customers to book electric vehicles seamlessly, improving reach and convenience.

Self-Service Experience

The customer experience portal empowered users with real-time updates, personalized interactions through C360, and issue resolution capabilities.

Partner Engagement

The dealer portal enhanced collaboration with retailers and suppliers through instant access to sales bulletins, announcements, and management insights

Business and Community Impact

The digital transformation delivered measurable improvements across customer experience, operational efficiency, and brand engagement, including:

  • Enhanced Customer Engagement: Self-service and D2C portals empowered customers with seamless, personalized digital experiences, increasing satisfaction and loyalty.
  • Streamlined Sales Operations: A unified CRM and real-time dashboards improved dealer collaboration, reduced order processing time, and enhanced visibility.
  • Accelerated Digital Adoption: The rollout of Salesforce CRM across marketing, sales, and service accelerated digital transformation, enabling omnichannel consistency.
  • Empowered Workforce: The digital learning platform ("University") strengthened employee and partner capabilities, supporting continuous skill development globally.
  • Sustainability Support: Direct-to-consumer EV booking and service programs reinforced the client’s green mobility and long-term sustainability goals.