A prominent EV automotive manufacturer operating across three distinct vehicle segments — Commercial Vehicles, Passenger Vehicles, and Farm Equipment — faced the challenge of managing fragmented dealer networks, disconnected sales processes, and inconsistent service operations across each Line of Business. By partnering with CRM Landing, they implemented a unified Dealer Management System (DMS) on Salesforce, purpose-built for both Sales and Service, enabling seamless dealer onboarding, real-time pipeline visibility, and standardised after-sales operations — all from a single platform across every vehicle segment.
A prominent EV automotive manufacturer operating across three distinct vehicle segments — Commercial Vehicles, Passenger Vehicles, and Farm Equipment — faced the challenge of managing fragmented dealer networks, disconnected sales processes, and inconsistent service operations across each Line of Business. By partnering with CRM Landing, they implemented a unified Dealer Management System (DMS) on Salesforce, purpose-built for both Sales and Service, enabling seamless dealer onboarding, real-time pipeline visibility, and standardised after-sales operations — all from a single platform across every vehicle segment.
With three distinct vehicle Lines of Business operating independently, the manufacturer had no unified view of dealer performance, inventory, or sales activity. Each segment followed its own processes, making cross-LoB visibility and management virtually impossible for leadership.
Dealer onboarding was heavily dependent on paperwork, manual KYC verification, and physical document collection. This led to significant delays in getting new dealers live and productive, directly impacting market expansion speed.
Lead management, enquiry tracking, test drive scheduling, and booking confirmations were handled offline or across disconnected tools. Sales teams had no real-time visibility into their pipeline, resulting in lead leakage and inconsistent customer experience across touchpoints.
Job Cards, AMC renewals, warranty claims, PDI, and spare parts management were handled in silos across segments. Service teams lacked a centralised system to track, manage, and resolve customer complaints efficiently — impacting service TAT and customer retention.
With no single dashboard or reporting layer, senior leadership had limited real-time insight into sales pipeline health, dealer productivity, or service performance across segments. Decisions were driven by delayed, manually compiled reports.
A fully digital dealer onboarding journey was implemented, replacing manual paperwork with structured application flows, digital KYC verification, and document management — enabling faster dealer activation with hierarchical approvals from Area Sales Manager through to National Sales Head.
A structured sales funnel was established on Salesforce capturing every lead from source to closure — tracking enquiries, follow-ups, test drive scheduling, and booking confirmations in real time, eliminating lead leakage and bringing consistency to the customer experience across all three vehicle segments.
Sales representatives and DSEs can now plan and execute market visits systematically, with manager approvals, visit tracking, and expense management aligned to actual field activity — driving accountability and improving sales team productivity across segments.
Real-time stock and inventory visibility at the dealer level was enabled across all vehicle segments, ensuring sales teams and dealers always have accurate, up-to-date information on available models, variants, and configurations at the point of sale.
A centralised Job Card management system was implemented for the service function, enabling service teams to create, track, and close job cards efficiently — with full visibility into vehicle history, complaint status, and resolution timelines across every dealer touchpoint.
Pre-Delivery Inspection checklists, warranty claim processing, and AMC renewals were brought onto a single platform — standardising the after-sales process across all segments and ensuring no vehicle leaves the dealership without completing the required quality checks.
Spare parts availability, indent requests, and consumption tracking were digitised at the dealer level, reducing dependency on manual coordination and improving parts availability for faster service resolution.
A structured complaint logging and resolution workflow was established, enabling service teams to capture, assign, escalate, and close customer complaints with defined TATs — improving first-time resolution rates and overall customer satisfaction.
A single Command Centre was built for leadership, providing real-time visibility into sales pipeline, dealer performance, service health, and key metrics across all three vehicle segments — enabling data-driven decisions without waiting for manually compiled reports.
A structured role hierarchy — Dealer, DSE, Area Sales Manager, Regional Sales Manager, and National Sales Head — was configured with appropriate access controls, ensuring the right people see the right data at every level of the organisation.
The shift from manual paperwork to a fully digital onboarding journey significantly reduced the time taken to activate new dealers. With structured workflows and hierarchical approvals in place, dealers went from application to live operations in a fraction of the previous time — accelerating market reach across all three vehicle segments.
follow-up, test drive, and booking captured on a single platform, the manufacturer achieved complete lead traceability from first touchpoint to retail closure. Sales teams no longer operated in silos, resulting in improved conversion rates and a consistent customer experience across Commercial, Passenger, and Farm Equipment segments.
DSEs and field sales representatives now operate with clear beat plans, structured visit schedules, and real-time performance tracking. Managers gained instant visibility into team activity, removing dependency on manual reporting and freeing up time for coaching and strategic selling.
Standardised After-Sales Operations By bringing Job Cards, PDI, Warranty, AMC, and Spare Parts onto a unified Service platform, the manufacturer eliminated process inconsistencies across dealer touchpoints. Service teams now operate from a single system of record — reducing errors, improving TAT, and delivering a more reliable post-purchase experience to customers.
Higher Customer Retention Structured complaint management with defined escalation paths and resolution TATs ensured that customer issues were acknowledged, tracked, and closed systematically — improving first-time fix rates and building long-term customer loyalty across the vehicle portfolio.
Real-Time Leadership Visibility The Command Centre gave senior leadership an always-on view of sales pipeline, dealer health, service performance, and cross-LoB metrics — eliminating the lag of manual MIS reports and enabling faster, more confident business decisions.
Scalable Foundation Across Lines of Business Because the solution was built on a reusable, asset-first architecture on Salesforce, onboarding a new vehicle segment or expanding to additional dealers requires minimal rework. The platform is designed to grow with the business — making it a long-term strategic asset, not just an implementation.
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