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Ford

Enhancing Ford’s Business Operations with a Multi-Cloud Solution

Ford Motor Company is a global company based in Dearborn, Michigan, committed to helping build a better world, where every person is free to move and pursue their dreams. The company’s Ford+ plan for growth and value creation combines existing strengths, new capabilities and always-on relationships with customers to enrich experiences for customers and deepen their loyalty. Ford develops and delivers innovative, must-have Ford trucks, sport utility vehicles, commercial vans and cars and Lincoln luxury vehicles, along with connected services. The company does that through three customer-centered business segments: Ford Blue, engineering iconic gas-powered and hybrid vehicles; Ford Model e, inventing breakthrough electric vehicles along with embedded software that defines exceptional digital experiences for all customers; and Ford Pro, helping commercial customers transform and expand their businesses with vehicles and services tailored to their needs.

Ford works with Salesforce as a global partner for its digital transformation strategy. In South America, Ford was leveraging Salesforce Sales and Experience Clouds and Salesforce Automation.

They were looking to enhance the Salesforce integration process for scalability and replace the current Customer Care system to improve customer data management. Additionally, they wanted to consolidate marketing efforts across regions and onboard Argentina’s sales processes into their Salesforce ecosystem. To support its customer-focused strategy, Ford required a well-structured sales process for the Latin America West Coast, its own customer data platform for autonomy, and a 360-degree view of the customer.

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STREAMLINED AUTOMOTIVE BUSINESS OPERATIONS
60% FASTER CAMPAIGN CREATION & DEPLOYMENT
100% AUTOMATED SERVICE OPERATIONS
SAVINGS OF TIME, COSTS, AND RESOURCES
AUTOMATED SALES AND MARKETING PROCESSES
ELEVATED CUSTOMER SERVICE AND EXPERIENCE
360-DEGREE CUSTOMER VIEW
IN-DEPTH BUSINESS INSIGHTS
HIGHER SALES
MAXIMIZED RETURN ON INVESTMENT
BIG INCREASE IN NPS IN ONE YEAR
Ford

OSF has been Ford’s strategic Salesforce partner for over half a decade. In 2023, Ford South America upgraded its Salesforce solution to a robust multi-cloud operation.

OSF Digital assisted the company in implementing Salesforce Automation in Sales Cloud, Service Cloud for call center operations, Marketing Cloud, and Data Cloud for targeted campaigns. These solutions seamlessly integrated with Ford’s legacy systems using MuleSoft.

  • The Salesforce Automation project was designed to meet Ford’s needs of having a well-structured sales process for the West Coast teams in South America.
  • The MuleSoft project complements the automation project by providing the necessary middleware for seamless integration with the dealer management systems.
  • The Customer Care project addressed Ford’s requirement of having an improved platform to manage customer data. OSF effectively implemented Salesforce Service Cloud for Ford in Brazil, Argentina, Chile, Colombia and Peru.
  • The Marketing and Data Cloud project spans Brazil, Argentina, Chile, Colombia and Peru, empowering Ford with unified communication on a platform that connects customer data and provides a 360-degree view of the customer journey.
  • The Lead Management solution onboarded Argentina to the Salesforce platform.

Ford

ONGOING PARTNERSHIP FOR CONTINUED EVOLUTION

The partnership between OSF Digital and Ford South America continued with two significant projects:

  • The B2C Commerce Cloud project, rapidly implementing an auto parts ecommerce platform for Ford Argentina, using our Next D2C Accelerator.
  • Providing Support & Maintenance, Growth & Evolutions, and Governance programs to generate more value on top of the already-established foundation.
Ford
Ford

AI-ENABLED EFFICIENCY

The OSF team leveraged the AllAi Productivity platform to deliver the project with greater efficiency.

  • Integrated into our daily operations, this invaluable tool empowers our team to support project initiatives and spearhead the development of the Automotive Data Cloud concept.
  • By combining our extensive automotive expertise with AllAi capabilities, we consistently deliver unmatched results.

THIS SOLUTION MAY BE RIGHT FOR YOU IF YOU WANT TO:

  • Create a solid technical foundation for business development.
  • Accelerate growth by implementing new tools and processes tailored to your specific business needs.
  • Enhance and automate sales, service, and marketing processes by leveraging a user-friendly, customer-focused platform.
  • Gain a 360-degree view and increase customer experience, satisfaction, engagement, and loyalty.
  • Obtain a comprehensive view of your business for a more strategic approach.
  • Increase efficiency and productivity and optimize costs and resource allocation.
  • Evolve, seamlessly integrate, and optimize your Salesforce multi-cloud solution.
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