Story
Salesforce
Penske AutomotiveSalesforce at Penske Automotive: Customer Profiles
Penske Automotive, a consumer discretionary organization in the United States, uses Slack from Salesforce to support customer data operations for data and experience teams.
Value results
| Category | Value result |
|---|---|
| Capability | Data and experience teams work from the same Slack record for customer profiles |
| Capability | Customer profiles can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for customer profiles |
Story
Penske Automotive grew customer profiles faster than the local tools around it. From the United States, consumer discretionary teams still had to serve customers and internal partners who expected a straight answer. Data and experience teams were the ones stitching the picture together by hand.
Rolling out Slack put customer data operations on Salesforce. Salesforce is the enterprise customer relationship platform for sales, service, marketing, and customer data, with Slack as the collaboration layer. Penske Automotive keeps the product in the path where work already happens, so data and experience teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier customer data operations. Customer profiles is easier to inspect, and adjacent groups can join data and experience teams without a guided tour of someone's desktop.
