“Every year we’re looking to grow revenue by 100%. That’s why we need a platform that can grow with us.”
For example, before Salesforce, Zero was using three disparate systems that dealers needed to negotiate – one for sales, one for service, and one for marketing. Dealers had to send in paper warranty cards to register new owners. The result? Zero employees would stand around the fax machine waiting for new paperwork to come through.
“How can we be a high-tech company and not deliver a high-tech experience?” asks Aaron Cheatham, Director of Customer Experience at Zero.
Zero was ready to take a new look at its entire business so they partnered with Salesforce Ignite, a customer-driven innovation program. “Every year we’re looking to grow revenue by 100%,” says Cheatham. “That’s why we need a platform that can grow with us, and we discovered that Salesforce could transform our entire business.”
Through the Ignite program, Zero and Salesforce used a human-centred design approach to reimagine the rider and dealer experience. This resulted in a solution powered by the Salesforce Customer Success Platform that delivered a high-touch customer experience surpassing anything available in the industry.
“We hope that everybody who buys our bike has a great experience with the product,” says Richard Walker, CEO. “But to be a world-class brand, everything else has to work, every other touchpoint the customer has with you has to be first class, and that is what Salesforce has enabled us to do.”
Today, a prospective customer enjoys a seamless experience from start to finish. It begins with Marketing Cloud, which Zero uses to generate targeted, relevant communications like the latest product news and releases, industry trends, and reviews of bikes. Zero sales managers can track the journey of a lead from the moment a rider clicks on an email to when they visit the website to the moment of truth – when they sign up for a demo.
“Once somebody drives one of our bikes, they’re sold,” says Cunningham. “So our #1 priority is to get them into the dealer to demo a bike.”