Overview
An automotive organization was managing consumer vehicle contract inquiries through its dealer network, resulting in a high cost-to-serve and no direct customer relationship between the organization and its end consumers. Routine inquiries, including access to contracts and claims, were handled by dealers rather than by consumers themselves, creating unnecessary cost and dependency. To address these challenges, Halsa built an interactive Experience Cloud site, migrated 40 million records, and deployed a portal that allows vehicle registration, authentication, and access to contracts and claims, built on Service Cloud & Communities, delivering a significant reduction in support calls and increasing user autonomy and satisfaction.
The Challenge
The organization faced three interconnected challenges that were driving cost, limiting scalability, and preventing a direct consumer relationship:
- High Cost-to-Serve: The organization's cost-to-serve was elevated by the volume of consumer inquiries being routed through the dealer network, with routine interactions requiring dealer involvement that could otherwise be handled directly by consumers through a self-service channel.
- Routine Inquiries Handled by Dealers: Contract and claims inquiries that were routine in nature were being managed by dealers rather than resolved through a consumer-facing self-service interface, placing unnecessary burden on the dealer network and slowing the resolution of common consumer requests.
- No Direct Customer Relationship: By routing consumer interactions through dealers, the organization lacked a direct relationship with its end consumers. This prevented the organization from engaging with customers independently, managing their experience proactively, or building a direct channel for communication and service delivery.
Our Solution
Halsa built an interactive Experience Cloud site, migrated 40 million records, and deployed a portal that allows vehicle registration, authentication, and access to contracts and claims on Service Cloud & Communities. The solution established a direct, self-service channel between the organization and its consumers, removing dealer dependency from routine interactions and placing contract and claims access directly in the hands of end users.
- Interactive Experience Cloud Site: An interactive Experience Cloud site was built to serve as the organization's direct consumer portal, providing a structured, accessible, and branded environment through which consumers could engage with their vehicle contracts and claims without requiring dealer involvement. The portal was designed as the organization's primary consumer-facing self-service channel, replacing the dealer-routed model for routine inquiries.
- Migration of 40 Million Records: 40 million records were migrated into the platform to underpin the portal's functionality, ensuring that consumers accessing the Experience Cloud site had accurate, complete access to their vehicle and contract data from the outset. The scale of this migration was central to enabling the portal's self-service capabilities across the organization's full consumer base.
- Vehicle Registration: The portal enabled consumers to register their vehicles directly through the Experience Cloud site, giving consumers a self-managed entry point into the organization's service environment and establishing the vehicle-level data foundation needed to support contract and claims access.
- Consumer Authentication: Authentication capabilities were implemented within the portal to verify consumer identity securely before granting access to vehicle contracts and claims data. Authentication ensured that sensitive contract and claims information was accessible only to verified, authorized consumers, maintaining data security while enabling direct self-service access.
- Access to Contracts and Claims: Consumers were given direct access to their vehicle contracts and claims through the portal, enabling them to retrieve and review this information independently without needing to contact a dealer or the organization's support teams. This self-service access directly addressed the high cost-to-serve by removing routine inquiries from the dealer network.
The Outcome
The implementation resulted in two clear outcomes for the organization and its consumers:
- Significant Reduction in Support Calls: By enabling consumers to self-serve their routine vehicle contract and claims inquiries directly through the Experience Cloud portal, the organization achieved a significant reduction in support calls, lowering the cost-to-serve and reducing the volume of routine interactions handled by dealers and support teams.
- Increased User Autonomy and Satisfaction: Consumers gained the ability to access their vehicle contracts and claims independently, at any time, through a dedicated self-service portal. This increase in user autonomy contributed to improved consumer satisfaction by giving end users direct, convenient control over their vehicle contract interactions without dependency on dealers or support channels.
Conclusion
Halsa Global helped the organization successfully transform its consumer engagement model. A high cost-to-serve, routine inquiries handled by dealers, and the absence of a direct customer relationship were resolved through a dedicated consumer self-service portal, delivering a significant reduction in support calls and increased user autonomy and satisfaction and establishing a direct, scalable, and self-managing consumer channel for vehicle contract and claims access.