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Success Story

Retail customer experience platform rollout for a leading global automotive firm

The client successfully implemented the Retail Customer Experience Platform (RCXP) while aligning with regional requirements, achieving real-time sales visibility and strengthened brand messaging. The scalable retail business transformation included NAFF (Kakao) integration and historical data migration from DMS to Salesforce.

  • 100%

    Transition to Salesforce Sales Cloud

  • 15%

    Monthly Lead Generation Increase

About the client

The client is a leading global automotive firm – Korean Division operating in the automotive industry, recognized for service satisfaction in the 2004 Automobile Planning Survey.

Challenges

The single-org setup initially ignored local needs, complicating localization efforts. Limited Salesforce knowledge slowed adoption, while legacy system transition caused resistance. Integrating DMS and third-party systems presented additional technical challenges.

Solutions

Provided 4+ years of ongoing Salesforce consulting and operational support

Implemented Marketing Cloud with Email & Mobile + Kakao NAFF integration for multi-channel engagement

Launched Sales Cloud Pilot and implemented Service Cloud for Case Management & Live Chat

Executed historical data migration from DMS to Sales Cloud

Led Commerce Cloud Implementation and Mobile App Development

Delivered comprehensive operational & technical consulting

Results and benefits

Established a structured, data-driven approach to retail operations Enabled real-time sales insights and enhanced customer engagement Transitioned to a fully digital retail experience

“Traditional management requires lots of time and involvement, taking valuable time from employees. Gruve helped us enable AI processes to free up time and resources.”

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