VOLVO CE - Strengthening Customer Relationships Through eCommerce
Since its founding in 1832, Volvo CE has grown from a local workshop into one of the world's largest manufacturers of construction equipment. With a wide range of products manufactured and serviced all over the world, Volvo offers the right machines and the right solutions for every type of work, whether it is the construction site of a new hotel or a new asphalt road leading to an estate.
Volvo CE saw an opportunity to invest in their online eCommerce presence and optimise opportunities for their genuine spare parts. Volvo noticed that whenever a potential customer searched for genuine Volvo spare parts they ended up on a generic copycat parts seller’s storefront instead of going directly to the source - Volvo CE.
Volvo CE relies heavily on its dealer network - dealers are one of the foundations underpinning Volvo’s business and they are the link between Volvo CE and the customers who buy and operate their machines. Therefore, the management of this network is of great importance, as well as the successful and consistent product rollout to attend to each dealer's need on their own website.
Thanks to our team’s broad expertise in Salesforce B2B Commerce Cloud we were able to create a portal with two different storefronts - one with hardware that consists of spare parts for construction equipment, and a second one with data services and software that are sold through a subscription model.
These services are fed from control units that are connected to sensors that check the oil level, pressure level, temperature, among other things, on the vehicles. All of the data collected is sent to the central platform, so no information on pending maintenance or any issues with the equipment is missed, which is both safer and more comfortable for the equipment users. This also opens the door for future service automation offerings to Volvo CE’s existing customer base.
Our team also created a dealer administration portal where dealers can easily manage pricing data, which exponentially improved the relationship between the company and its main connection to the end customer.
These portals help with easier management of the rollout of new products, improving the relationship between Volvo CE and its customers. All of this will result in more sales, better customer loyalty, improved billing accuracy, more consistent and faster order cycles. Volvo CE now has an effective and sophisticated eCommerce platform upon which it can build, enhancing the brand position, expanding over time, with a goal of ultimately expanding to a global audience.
Our team was able to create a strong online presence for Volvo CE, thanks to which the company now has an extra sales channel besides the traditional face-to-face sales only. Volvo CE now not only optimises all sales opportunities but also builds on the strong company-customer relationship.