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How Bentley Motors Is Reimagining Its Customer Experience for the Next 100 Years
Luxury brands differentiate themselves with bespoke craftsmanship, customisation, and service at every turn. Yet, it’s become difficult in the digital age to translate these moments into an online experience of the same caliber.
Bentley Motors has been perfecting the luxury car-buying experience for more than 100 years with handcrafted expertise. But data and systems abound across a century of business, and Bentley needed a way to not only build cleaner, more connected customer data but set itself on a path toward digitised excellence for the next 100 years.
2. Build a single view of the customer.
3. Optimise sales and service interactions.
Instead of manually processing web and social media leads, Bentley Motors now has a lead management process that can streamline and automate sales for ultimate efficiency and flow. With optimised web forms, web-to-lead processes, and built-in intelligence (like lead scoring and next best action), brand advisors can immediately act on leads, forming a relationship when prospects are most engaged.
Plus, brand advisors can easily prioritise cases, driving faster response times and improved customer satisfaction. Bentley Motors has further revolutionised its customer service by piloting a live chat tool, providing a new and convenient digital channel for customers to engage with the company in real time. Going forward, no matter which channel customers engage on, brand advisors will be able to view every service touchpoint on a single screen.