ElectricMotorcycleForum.com
Makes And Models => Zero Motorcycles Forum | 2013+ => Topic started by: benswing on October 20, 2014, 09:41:32 PM
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Here is a video that is clearly advertising a company called SalesForce, but it appears as though it streamlines the dealer interface with the manufacturer and with the customer. They talk a lot about sales in the video, but it appears as though it will help customer service as well.
https://www.youtube.com/watch?v=mDP3gPf3Mkw&feature=youtu.be&list=PLC127338912FC7163&t=22s (https://www.youtube.com/watch?v=mDP3gPf3Mkw&feature=youtu.be&list=PLC127338912FC7163&t=22s)
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Looks like they track people who visit the Zero Motorcycle Website and possibly articles about electric motorcycles, forums, etc, then hit them with advertising. I have already seen this show up in advertising on my computer. The idea is to let people know about Zero. They want to get people to test ride a Zero so they will be hooked. They have an app for the dealer to use, so if someone contacts Zero, Zero will let the closest dealer know about the person since they are a potential customer. This is their big plan to increase sales. It should work. Amazing how few people know about electric motorcycles. I didn't see anything about customer service as I define customer service though which has more to do with hands-on local dealer support which is already good in my case. I think the marketing definition of customer service is something else...more to do with your experience buying the bike rather than service after the sale.
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Salesforce is a huge CRM (customer-relations management) company, and it would help Zero track customer issues across the internet and various dealers in a consistent way. CRM packages typically are designed to make sure that follow-up and follow-through is consistent and measurable. Think of the scenario where someone forgets to call you back - now there's software that sets up task queues and tracks how well the company is taking care of customers over time.
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I have about 4 "Salesforce" accounts with different vendors and we are about to "go-live" with a flavor of "Salesforce" next month (I'll be a user, not the in-house adminstrator) for mainly issue tracking.
In addition to issue and contact tracking it also allows for cross referencing issues. A search on "symptoms" could find a potential shared solution. It even can host discussion groups. Though I expect dealer only logins because licensing costs are based on login ID's and privileges. Administration can be internal or outsourced so the strength of the tool will be determined by setup and commitment to using it. I hope they develop of method of sharing reports with us users.
The advertising seems cookies based rather than IP based in the Google advertising juggernaut. Clearing cookies and my ads go back to generic.