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How Field Service Lightning Raised ACV Auctions Online Automotive Game

How Field Service Lightning Raised ACV Auctions Online Automotive Game

Since the advent of the automobile (and car dealerships, in general), there’s often been a sense of skepticism plaguing the industry – in every aspect of the car buying/servicing experience. This is what makes ACV Auctions such a refreshing, and dare we say, trusting offering.

As the leading dealer-to-dealer online automotive marketplace, ACV Auctions (ACV) provides end-to-end service by sending teams of Vehicle Inspectors to dealerships to complete vehicle condition reports – this, before adding these same freshly-inspected vehicles onto their online marketplace.

ACV’s technology effortlessly modernizes the entire arc of auction operations – including account management, title management, floor plan purchasing, arbitration, and facilitating logistics. 

In the process, ACV provides dealers the tools and technology to buy and sell better, thereby, enabling a level of expertise and customer service that can best be described as new-car-smell refreshing.

Trust is a three-way street

As the fastest growing online wholesale automotive marketplace in the United States, ACV is committed to the advancement of their technology – continually raising the bar for online marketplaces across the country. In order to drive this mission, streamline the car inspection process, and enhance the user experience, ACV partnered with Traction on Demand to implement a solution that leverages the Salesforce platform and Field Service Lightning.

The result? More inspections, more ACV-backed vehicles, more confident dealers, and more happy car buyers. You could say Traction on Demand’s involvement has helped our ACV customer help their customers. A three-way street, indeed.

Traction on Demand provided the deep expertise and technical knowledge to help us understand how technology can transform our operations and help achieve our organizational goals.

Steven Szopinski, ACV Auctions

Bu, bu, bu, bumps in the road

Before hopping in with Traction on Demand and Salesforce, ACV relied on Google Sheets, WhatsApp and email for most of their needs. This, unfortunately, resulted in duplicated data, redundant phone calls and time-intensive reporting. Ouch.

With so much siloed data and no unified reporting, ACV had very little visibility into the day-to-day operations and efficiency of their Vehicle Inspectors. What’s worse, inconsistent data sharing between ACV, inspectors and dealers compounded the issue – leading to missed sales opportunities and inspections that were overbooked.

The proverbial tune up

Together, the Traction on Demand and ACV project team implemented Field Service Lightning, providing end-users with an intuitive, mobile-ready platform that simplifies scheduling, improves reporting and acts as a single source of truth for dealership data.

For ACV (and all its customers), this implementation has been a game-changer to say the least – through technology and speed, and more impressively perhaps, through transparency and trust.

Making the journey as rewarding as the destination

Since partnering up, it’s been relatively smooth sailing – or should we say, smooth driving – for ACV’s vehicle inspections. For instance, ACV is able to view and assign single and recurring appointments – thereby allowing Vehicle Inspectors to only see appointments that are relevant to their specific territory.

Another benefit of ACV’s new offering is their enhanced reporting capabilities – delivering more detailed insights into the day-to-day operations of Vehicle Inspectors, alongside the tools needed to create and monitor key performance indicators that could help with decision making. 

And with Field Service Lighting in tow, ACV has gained a scalable solution that streamlines processes, increases transparency and ultimately delivers a more trusting customer experience – no matter where the road leads.

Looking to begin your own digital transformation with Field Service Lightning? Check out our Getting Started with FSL Guide to learn the ins and outs of Field Service Lightning and find out if it’s the right solution for you.

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