After the proof of concept phase for its new business line Smyle, Autoscout24 was faced with the challenge of implementing a professional and automated order management system.
The project in brief
In this project, we advised Autoscout24 on the strategic selection of the right Order Management System (OMS) for the new business line in order to continue the success of Smyle. At Smyle, the used car is delivered to the buyer's door, ready to go, including registration and insurance. As a result, we had many processes to consider, some of which were very complex. After selecting Salesforce, we were asked to participate in the selection process for the Salesforce implementation partner based on our work on the pre-project. After winning against two competitors, we started the implementation. Since then, we have been working with the Autoscout24 development team to integrate the new order management system based on Salesforce Service Cloud with Autoscout's inventory systems, replacing the previous proof of concept and significantly optimizing and automating the Smyle team's processes.
6
months
project duration
4
Salesforce Consultants (15 team members in total)
20
automations in Salesforce
The challenge?
How can we optimize processes to create a unique customer experience in the used car market?
To successfully position itself as a full-service provider in the used car market, Autoscout24 Smyle faced the challenge of creating a user experience for used car buyers and dealers that would make Smyle the preferred platform for all transaction partners. Even before implementation, our consultants worked with the Autoscout24 team to review existing processes with a focus on customer experience. In addition, numerous automations during the implementation with the Salesforce Service Cloud ensure optimal utilization of the potential. Learn how we implemented the project in four phases.
"When we redesigned the process from the proof-of-concept phase, we focused on the people working with the system to define automations and touchpoints that would simplify their work, and then we started the technical implementation."
Phase 1: Platform Selection: Salesforce wins!
The first phase involved deciding on a suitable platform. After a holistic analysis of Autoscout's key processes, we created a detailed specification of all the relevant requirements that the new order management system (OMS) would have to meet. We shortlisted a number of state-of-the-art vendors and compared their pros and cons, and finally settled on Salesforce.
Salesforce won the race not only because of its product flexibility and modern user experience. In particular, the API first approach, which enables easy integration with various third-party systems, as well as the predictable development, expansion, maintenance, and scalability costs, convinced Autoscout and us. As a result, we were able to start phase 2.
Phase 2: Process Definition
In this phase, we first analyzed all existing processes and sub-processes in the existing tool environment. We considered all touch points of the car dealer, but also of the future car buyer. This was followed by the initial tool-agnostic redesign and modeling of the holistic Order Management System process. force.
Our goal was to fully automate as many sub-processes as possible to efficiently consolidate the workflow. After several feedback loops and close collaboration with the customer, the final validation of the target design was done by Autoscout itself. This was also the starting point for the implementation in Sales
Phase 3: Implementation in the Salesforce Service Cloud
Based on the results developed in Phase 2, and additional working sessions with all relevant stakeholders, the creation of tickets in the project backlog began. External and internal teams worked closely together to manage the project in an agile framework. The implementation followed the Salesforce best practice principle: as little custom code as possible - lots of configuration with Salesforce flows. As a result, the implementation of the pre-defined processes was primarily done using the Salesforce Flow Builder. Where necessary, certified senior Salesforce developers developed smaller custom code elements without unnecessarily burdening the efficient system architecture. So we were well prepared for the final and most important phase!
The internal and external teams worked in multiple Salesforce environments so they could independently implement the entire process in subprojects, shortening the initial implementation phase.
Phase 4: Integration with the Existing IT Landscape
To ensure high data quality, it is essential to integrate a new OMS system with the existing, highly heterogeneous system landscape. The Salesforce environment was integrated with existing systems from Microsoft, AWS, and other vendors to ensure end-to-end data consistency.
This was done in part using the Enterprise Service Bus to enable seamless communication between the various data sources. Ultimately, Salesforce would become the single source of truth for all users, providing at-a-glance views of relevant customer data.
The Result
After completion of the fourth phase and extensive testing, the system was officially go-live. Autoscout now processes all orders independently with the new OMS system from Salesforce. The old system has been completely replaced and is no longer needed. From now on, Autoscout will be able to expand and enhance the system itself, both functionally and technically. This further development will ensure a continuous increase in efficiency in the future.
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