AutomotiveAgentic AIRecommendation & PersonalizationConversational AI
Volkswagen Group standardises CRM on Salesforce across 10 of 52 markets, cutting case resolution 30%
Volkswagen Group
Volkswagen Group, whose brands (Volkswagen, Audi, ŠKODA, SEAT/CUPRA, Volkswagen Commercial Vehicles) previously ran disconnected customer systems, built a unified CRM approach on Salesforce's Headless 360 platform, using Marketing Cloud, Sales Cloud, Service Cloud, Data 360, Tableau and MuleSoft. Standardizing the tech stack let Volkswagen roll out to 10 European markets within two years and reach 52 countries at retail level for aftersales; giving service reps a unified view of customer and vehicle history has sped case resolution by 30%. Volkswagen Group is now planning to layer in Agentforce, Salesforce's agentic AI layer, aiming to personalize interactions across the customer journey and hand off complex cases to human reps with full context, governed by the Einstein Trust Layer.
