Digital Transformation at Ford Motor Company

Ford, the legendary American automaker, underwent a significant transformation in response to the rapidly evolving automotive industry. In a bid to keep up, they embraced cutting-edge technology and made it a core part of their strategy. They leveraged Salesforce, the leading CRM platform, and integrated various solutions such as Sales Cloud, Customer Data Platform, MuleSoft, Service Cloud, and CRM Analytics to consolidate their customer data and gain a unified view of their customers.

However, Ford understood that technology was just one piece of the puzzle. To truly reap the benefits of their technological investments, they needed to shift their company culture. With the help of Salesforce Professional Services, they empowered their employees to embrace the change and become proficient in the new technology.

To measure their progress, Ford leveraged CRM Analytics to create a dashboard that tracked key metrics such as customer engagement, call deflection, and campaign management. The results were outstanding, with a 48% increase in email click-through rates and a reduction of four days in campaign maintenance time.

Ford's commitment to innovation and customer service did not stop there. They continued to identify new opportunities to improve the customer experience. As a testament to their dedication, they even created a digital toolbox for small business owners to streamline their operations on the go.

By taking a holistic approach to their transformation, encompassing both technology and culture, Ford has transformed itself from a rusty jalopy to a sleek and modern sports car, better equipped to meet the evolving needs of its customers and stay ahead in the competitive market.