EVme, a full-service electric vehicle (EV) lifestyle platform based in Thailand is migrating to the cloud to deliver personalised customer experiences as part of its expansion strategy.
EVme will deploy Salesforce’s Automotive Cloud to scale omnichannel capabilities with plans to expand its fleet from 1,200 to 2,000 by the end of 2024.
It will implement Cloud Intelligence, which leverages Salesforce CRM (customer relationship management) Analytics to achieve real-time intelligence and actionable insights across the organisation.
EVme’s CEO and Managing Director, Suvicha Sudchai, said the cloud platform helps them adapt to evolving customers’ needs, reducing errors and facilitating rapid access to crucial information.
He added that his teams will be equipped with automation tools to free up time and resources, and customer behaviour insights to continue delivering personalised user experiences at every touchpoint.
EVme Plus Co, the electric vehicle (EV) solutions provider under oil and gas conglomerate PTT Plc currently offers EV rentals and sales, charging services and EV-related services and technology to customers.
Reducing time-consuming manual processes, building robust data management, and a CRM platform that can scale with the business were some of the key factors EVme looked out for to support the next phase of its growth.
It decided to improvise on its existing relationship with Salesforce, which had already seen the implementation of Sales Cloud and Service Cloud since 2022 to automate processes and unlock insights for its car rental business.
Sudchai said they have now chosen Automotive Cloud to enable sales, service and marketing teams to have a complete view of automotive customer interactions on a single platform.
Data models
The cloud pairs industry-specific data models and processes with Salesforce’s Customer 360 to bring efficiency, scalability, and customer insights to EVme.
Additional features such as vehicle console, automotive lead management, and household management allow sales teams to automate manual processes including tracking leads, booking appointments and other activities that are time-consuming and error-prone.
Having a centralised platform, with a data-rich view of customers and vehicles will enable EVme to handle additional bookings seamlessly, he added.
In the long term, EVme hopes this streamlined system will also allow service teams to maintain data accurately and consistently across the customer and vehicle lifecycle.
“This means that service teams can quickly access critical information like vehicle history, warranties, or parts inventory, to reduce response time, and enhance customer satisfaction,” Sudchai said.
EVme plans to tap on dealer performance analytics leads intelligence, and vehicle portfolio analysis to help teams make faster, more informed decisions and thus improve profitability.
With Salesforce’s framework to operationalise AI services through clicks-not-code, Sudchai said employees can also make low-code customisations to generate predictions in real-time.
Implementing the Automotive Cloud solution is expected to be completed by January 2024.
EVme will use Slack, the intelligent productivity platform, to boost collaboration and productivity within the business. The company plans to integrate Slack with Salesforce to streamline workflows for their car sales and rental businesses.
It will also use Salesforce’s solutions, such as Data Cloud in future to offer more variety of cars and unify customer data to drive better marketing and sales insights.
