For 127 years, Goodyear
has been a leader
in the tire industry.
Now let's see
how Goodyear is
using Agent Force to
deliver a world
-class customer-first
experience. I'm Kerry
Jow, joined by Josh
Harris, Global Head
of Websites at the
Goodyear Tire and
Rubber Company. Josh,
first of all, thank
you for joining us.
Thanks for having
me. Goodyear is one
of the most iconic
brands of the world.
So you have a
vision to be number
one when it comes to
tires and service.
Tell me a little
bit more about
this vision and
what kind of
work you're doing
to achieve it.
Yeah, I mean, I think
it's a little bit
more than just being
number one in volume
or number one in any
particular metric.
It's about being the
most trusted, most
reliable, most valued
product out there.
And what we want to
do is think about the
customer first, right,
and make it easier
for the customer to
do business with us.
And so, you know,
putting things in
place that will
make it easier for
customers to do
business with us.
so, yeah, I
mean, it's, uh,
yeah, I love
that. It's the
customer first
customer centric
in the middle
of everything.
Um, as you mentioned,
you are focused
on keeping this
customer at the
center of everything
you do. So how
does that kind of play
into your approach
when it comes to
say marketing?
simplification, right?
Making it, making
it super simple,
intuitive, um,
from, for the websites,
for example, We
are deconstructing
everything that we do.
We're going with a
single global platform
approach, Salesforce
at the core,
headless microservices
architecture.
The objective there
is really about taking
something that's today
like super disparate,
lots of lots of
different platforms, lots
of different websites
all over the globe
and making it easy for
us to scale quickly.
but also keep that
flexibility in place that
allows us to localize,
personalize, and
all of those types of
things. I love that.
And it's kind of like
being athletic, right?
You can do multiple
things by having all
your data in one place.
It keeps you much
more flexible, as you
mentioned. How are you
integrating Salesforce
with your existing
systems and infrastructure
like you just
mentioned? Yeah, I
mean, again, back to the
marketing, we're also
implementing Salesforce
Marketing Cloud, CRM,
Data Cloud, right?
What we really want
to do is make it easy
for us to be nimble
and personalize
those experiences
across the different
segments. And then
using Data Cloud to
provide us with the
analytics and insights
that we need to make
those changes and
do the things that we
need to do to speak
effectively to the
consumer. I love
that. Data Cloud now,
Data360, of course.
What components of
Salesforce have you
implemented so far? You
just kind of touched
on agent force
marketing and Data360.
Yeah, so we started
the journey a couple of
years ago, 2022, 2023,
implemented Salesforce
Commerce Cloud as
our platform for e
-commerce and the websites
in the United States.
We followed that up
pretty quickly with field
service to help
support our role mobile
installation services
it helps us with routing
and scheduling there
and as I said a little
bit we're in the
process we started in
January this digital
transformation to start
bringing the rest of
that Salesforce stack to
bear right so Salesforce
marketing cloud
we've just started to
implement and CRM is
coming in right behind
that and obviously data
cloud at the bottom of
it, um, to help, um,
provide that foundation
to get it all
done. I love that.
What I brought up agent
force. I'm just curious,
like what excites
you most about like
the future of AI
powered agents in, in
your business? It's
all about like ease
of use, right? Uh,
everybody knows how
to use their phone to,
to chat back and forth
with their friends or
family or colleagues or
whatever the case may
be. So like having
that, you know, plain
language capability for
me to be able to get
on and say, hey, I really
need some new tires.
I don't really know
anything about tires.
But having this agent
that can help me
select the right thing
for me and for what
I need and the right
application, my car,
my driving habits,
and all of that kind
of stuff, I think
that's huge. In the
customer service space,
right, it helps us
deflect a bunch of
calls and emails. So it
certainly makes us a
lot more efficient.
um and then as we
continue to progress right
just all of the
different things that we
can do from a consumer
facing uh capabilities
and everything else
i love what you're
talking about especially
from like the service
standpoint because
like now with ai agents
you're not confined by
you know certain work
hours or pto or things
like that right it's
just it's limitless
and and and because
goodyear is so focused
on creating that customer
experience it's like
creating you have
so many more opportunities
as you mentioned
to really elevate that
customer experience.
There's a lot of
competition out there
when it comes to
CRM. I'm curious what
led you to ultimately
choose Salesforce?
Yeah, I mean, I think
it was having the right
strategic partner
in this, right? It
wasn't really about just
a CRM. It was making
sure that we had
everything. And I think
where Salesforce really
shines is putting that
stack all together,
right? So the integrated
capability of not
just the CRM, but the
CRM along with Marketing
Cloud, the CRM along
with Commerce Cloud,
order management,
we're adding in behind
the scenes as well. So
having all of those
things together takes
it from, you know, it
just being a single
point solution to a full
unlock of capabilities,
making it easier for
us to be fast and
easier for us to deliver
to our customers.
I love that. And that's
what we pride ourselves
on, right? That
holistic view of that
customer experience.
Josh Harris, thank you
so much for joining
us and sharing your
insights about how one
of the most iconic brands
in the world innovates
with Salesforce.
