Bentley Motors: Reimagining the future of luxury mobility experiences with Salesforce

Press release

Published December 3rd, 2020 - 06:14 GMT

Bentley Motors: Reimagining the future of luxury mobility experiences with Salesforce

Bentley Motors’ team of brand advisors will use Sales Cloud and Service Cloud to manage all prospective and existing customer engagement on a single omni-channel platform, and enable customers to use Live Chat as a new channel of choice for real-time support.

Highlights

As automakers place a greater focus on direct customer engagement, which has been accelerated by the pandemic, they need a single source of truth that unifies customer and vehicle data

Salesforce today announced that Bentley Motors, a British sustainable luxury automotive company, will deploy Salesforce cloud solutions to give its employees a 360-degree view of customers—connecting Bentley Motors’ sales, service, and marketing organizations to deliver a white-glove, personalized experience to customers across every interaction.

As automakers place a greater focus on direct customer engagement, which has been accelerated by the pandemic, they need a single source of truth that unifies customer and vehicle data. Bentley Motors has incorporated a range of Salesforce solutions to provide its employees with this 360-degree view in order to deliver:

White-Glove Service: Bentley Motors’ team of brand advisors will use Sales Cloud and Service Cloud to manage all prospective and existing customer engagement on a single omni-channel platform, and enable customers to use Live Chat as a new channel of choice for real-time support.

Personalized Experiences: Using Marketing Cloud, Bentley Motors will be able to deliver personalized experiences across email, SMS, and web and create customized campaigns based on customers’ interests and history, including sharing information about new car releases or welcoming a new customer to the Bentley Motors community.

Increased Growth: Leveraging MuleSoft and Tableau, Bentley Motors will be able to unlock and connect data from hundreds of new and legacy systems to provide its retailers with 360-degree view of the customer. Understanding each customer’s preferences and previous engagement with the brand will empower its retailers to deliver highly-personalized service from the moment a customer enters a Bentley Motors showroom.

Background Information

Bentley

Bentley Motors is the most sought-after luxury car brand in the world. The company’s headquarters in Crewe is home to all of its operations including design, R&D, engineering and production of the company’s four model lines, Continental, Flying Spur, Bentayga and Mulsanne. The combination of fine craftsmanship, using skills that have been handed down through generations, alongside engineering expertise and cutting-edge technology is unique to UK luxury car brands such as Bentley. It is also an example of high-value British manufacturing at its best. Bentley employs around 4,000 people at Crewe.

Company Profile

Salesforce

Salesforce is the global leader in Customer Relationship Management (CRM), bringing companies closer to their customers in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, internet of things, artificial intelligence, voice and blockchain—to create a 360-degree view of their customers.