Customer Success Story: Cazoo

Cazoo

SALESFORCE CLOUD

Service & Marketing Cloud

INDUSTRY

INDUSTRIE

Hi-Tech

PROJECT OUTCOME

PROJEKTERGEBNIS

Through implementing both Service and Marketing Cloud Cazoo’s customer life cycle is fully serviced through the Salesforce platform.
CONTACT USKONTAKT UNS
EMPAUA Salesforce Partner
EMPAUA continue to partner with Cazoo to evolve their Salesforce platform in line with the company's vision and goals.

About Company

Über das Unternehmen

Cazoo is transforming the way people buy used cars. Their vision is to deliver the UK’s best car buying experience by putting the customer first and making it no different to buying any other product online today. Through unique selling points such as a 7-day money back guarantee; a delivery service down to a 2-hour slot; and a best-in class service-first approach, Cazoo are looking to disrupt the used car market, taking the uncertainty out of the purchase through transparency and trust. Over their short lifespan, Cazoo has become the largest online-only used car dealer and the fastest ever British Unicorn.

Challenge

Herausforderung

Cazoo started their journey with EMPAUA from inception, working together to build the Service Cloud to ensure that Cazoo’s customers can reach them through multiple channels, enabling the Customer to have direct access to Product Experts who have been empowered through Salesforce Knowledge to provide the right information at the right time. Through working with Cazoo and various third parties, EMPAUA has customised the Service and Marketing Clouds in order to work towards Cazoo’s vision of a fully integrated platform and fulfillment model, offering great value, selection, convenience and service.

Solution

Lösung

EMPAUA worked alongside multiple teams within Cazoo over the past year to implement multi-channel Service Cloud CRM, integrations to the Cazoo custom backend as well as a complete Marketing Cloud setup. Additionally, EMPAUA integrated Segment to Marketing Cloud allowing data regarding customer actions and activities to be read by Marketing Cloud by doing this Marketing Cloud is able to set customers on the next relevant journey. Custom stock alerts have been set up utilising the Salesforce data and platform As customer service is paramount to the success of Cazoo, we worked to integrate TrustPilot. We set this up to automatically request reviews from customers. To ensure resolution of issues, as soon as a negative review is left, a case is automatically created in Service Cloud to proactively reach out to the customer. Additional integrations are in place for Segment, Amazon Connect, Qualtrics and SMS messaging.

Results

Ergebnisse

Through implementing both Service and Marketing Cloud Cazoo’s customer life cycle is fully serviced through the Salesforce platform. Not only are all automated communications managed and sent via Marketing Cloud but those interactions are surfaced to all of Cazoo’s customer support agents to ensure they have 100% visibility of the customer profile. This enables the Cazoo’s customer support team to deliver the highest level of service whilst increasing the speed of case resolution. Cazoo are able to measure and control these metrics through Salesforce entitlements and milestones. Through focusing on their customer experience, Cazoo have redefined how used cars are bought in the UK. They have been so widely successful that they are the fastest UK company ever to reach Unicorn status. EMPAUA continue to partner with Cazoo to evolve their Salesforce platform in line with the company's vision and goals.
360-degree customer view
with Salesforce Solutions.
EMPAUA worked alongside multiple teams within Cazoo over the past year to implement multi-channel Service Cloud CRM, integrations to the Cazoo custom backend as well as a complete Marketing Cloud setup.
We continue to partner with Cazoo to evolve their Salesforce platform in line with the company's vision and goals.

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