Re-engineering business processes through automation.

Established in 2001, Dealertrack and its web-based software solutions and services enhance efficiency and profitability for all major segments of the automotive retail industry, including dealers, lenders, OEMs, third-party retailers, agents, and aftermarket providers.

Dealertrack operates the largest online credit application network in North America. In addition, Dealertrack’s award-winning solution set for dealers is the industry’s most comprehensive including a Dealer Management System (DMS); Inventory, Sales/F&I, and Digital Marketing; a web-based network for arranging vehicle transportation and shipping; electronic motor vehicle registration and titling applications; paper title storage; and digital document services.

Challenges

Dealertrack originally implemented salesforce.com over 10 years ago, and has grown substantially over the years through multiple acquisitions. Integrating the employees, products, services, operations, systems, and processes of acquired companies resulted in disjointed data and complex processes. In addition, employees submitted requests to admins who made changes without a clear vision across the organization.

Dealertrack’s agents were using up-to four separate systems to perform a single phone call, and their knowledge base and wiki were not integrated into Salesforce. Customer Service reps also had limited ability to see customer specific alerts and it took excessive clicks in order to find information necessary to work a case.

Dealertrack needed a standardized process to easily acquire and integrate new companies, product lines, and sales people into salesforce.com while tightly integrating with their SAP, Production environment, and IVR systems.

Solution

Dealertrack partnered with Silverline to customize and re-implement salesforce.com to align to their unique business processes. Dealertrack developed real-time integration into SAP and Production environment through multiple interfaces including account, contact, billing and opportunities.

“We worked to re-engineered business processes through automation,” said Mohamed Al-Daqa, Sr. Dir. CRM Business Solutions & Data Integration at Dealertrack. “As a result, information travels more quickly across the enterprise, and has created new lean processes that allow us to increase visibility and insight into our business and operations like never before.”

The Service Cloud console deployment with custom case feed publisher displays related open cases and Knowledgebase articles. There is also a decrease in phone wait times due to prioritization of inbound support cases by IVR.

Because of open CTI integration using Interactive Intelligence and advanced IVR data dips; calls, emails, and chat sessions are now routed to agents based on their availability, expertise, and case assignments – increasing the level of service clients receive exponentially.

Results

Since deployment in May 2014, Dealertrack has seen 100% user adoption rate. Reps are now being on-boarded to the system faster than ever before. Other benefits include:

•          Increase in first contact resolutions.
•          Decreased time that a case is in Open status.
•          Decreased Phone wait times due to prioritization of inbound support cases by IVR.
•          Reduced record type and page layout count to 3 from over 100.
•          Standardized support processes have been enabled across all groups within the organization.
•          There is better application usability resulted in less clicks to complete simple tasks.

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