ORIX is now using Salesforce to transform how it manages processes like novated, rental, and commercial fleet leasing from end-to-end. Sales Cloud helps sales teams in Australia and New Zealand to manage leads and opportunities more efficiently. It also provides a starting point for a more connected experience where customers interact seamlessly with ORIX via apps.
The company introduced its first app for novated lease customers a few years ago, but the app was only released on iOS. Wanting to provide users with more features and engage the other half of its customer base, ORIX decided to create a new app using Mobile Publisher for Community Cloud.
“What we liked about Mobile Publisher is that it allowed us to take a Lightning Community and embed that into an app which we could then publish to both the App Store and Google Play. It eliminated the need for custom code and allowed us to take advantage of features that were native to iOS and Android phones—like taking pictures and uploading them to the app," said Hilliard.
The app, ORIX Novated Companion app, makes it easy for customers to manage their lease from the palm of their hand. The app provides complete transparency with access to insurance or recent transactions. Customers can receive notifications for when the vehicle is due for service and book an appointment with a local technician. They can also take photos of fuel receipts and submit them via the app for reimbursement. The receipts flow through to a queue in Service Cloud where they can be processed much more quickly than before.
ORIX launched the app in December and piloted another app three months later to address the needs of its fleet business. It is now using Mobile Publisher and Community Cloud to build out new use cases, including a streamlined process for assessing off-lease damage. The process will include just six steps as opposed to the current 17 and will enable ORIX to quickly and easily share reports and photos to customers online and secure sign-off on repair costs.
“We are taking things which have always been done via email and fax and digitising them in a way that’s reusable. So if we create a process for signing documents online we can replicate that across different use cases,” said Hilliard. “Salesforce is at the heart of our digitisation journey and is helping us to reduce the number of inbound calls, retire shared inboxes, and work much more efficiently. Also, between Salesforce and Microsoft and the integration we have between the two, it’s unlikely we will need to go-to-market for many other solutions.”