{"id":87094,"date":"2023-08-23T13:11:43","date_gmt":"2023-08-23T13:11:43","guid":{"rendered":"https:\/\/www.automakersnews.cz\/?p=87094"},"modified":"2023-08-23T13:11:43","modified_gmt":"2023-08-23T13:11:43","slug":"carvago-zkratilo-rizeni-vztahu-se-zakazniky","status":"publish","type":"post","link":"https:\/\/www.automakersnews.cz\/index.php\/2023\/08\/23\/carvago-zkratilo-rizeni-vztahu-se-zakazniky\/","title":{"rendered":"Carvago zkr\u00e1tilo \u0159\u00edzen\u00ed vztah\u016f se z\u00e1kazn\u00edky"},"content":{"rendered":"

Probl\u00e9my s nedostatkem syst\u00e9mov\u00e9ho p\u0159\u00edstupu k \u0159\u00edzen\u00ed vztah\u016f se z\u00e1kazn\u00edky a firemn\u00edch proces\u016f \u0159e\u0161ila spole\u010dnost Carvago. Doposud vyu\u017e\u00edvala Google tabulky a aplikaci Trello, co\u017e se ale uk\u00e1zalo b\u00fdt nedostate\u010dn\u011b sofistikovan\u00e9 a systematick\u00e9 \u0159e\u0161en\u00ed pro organizaci \u00fakol\u016f a sledov\u00e1n\u00ed jejich stavu.<\/strong><\/p>\n

Carvago se proto v roce 2021 rozhodlo hledat mo\u017enosti efektivn\u011bj\u0161\u00edho zp\u016fsobu pr\u00e1ce, kter\u00fd by zv\u00fd\u0161il love brand spole\u010dnosti pomoc\u00ed automatizovan\u00e9 komunikace, a z\u00e1rove\u0148 pos\u00edlil jeho prodejn\u00ed \u010di logistick\u00e9 procesy. Ze v\u0161ech osloven\u00fdch dodavatel\u016f vyhov\u011blo vysok\u00fdm n\u00e1rok\u016fm sout\u011b\u017ee CRM \u0159e\u0161en\u00ed od spole\u010dnosti Salesforce zprost\u0159edkovan\u00e9 spole\u010dnost\u00ed Enehano.<\/p>\n

Pot\u0159eba centralizace a spr\u00e1vy dat se syst\u00e9mem, kter\u00fd reaguje na r\u016fst spole\u010dnosti<\/strong><\/p>\n

Spole\u010dnost Carvago si st\u00e1le v\u00edce uv\u011bdomovala \u010dasovou n\u00e1ro\u010dnost a komplikovanost dosavadn\u00edho zp\u016fsobu komunikace mezi t\u00fdmy, a spr\u00e1vou dat o z\u00e1kazn\u00edc\u00edch \u010di objedn\u00e1vk\u00e1ch. \u201eOslovili jsme n\u011bkolik firem s \u017e\u00e1dost\u00ed o poskytnut\u00ed nab\u00eddky. Nakonec jsme vybrali spolupr\u00e1ci s firmou Enehano, kter\u00e1 se specializuje na implementaci a podporu Salesforce \u0159e\u0161en\u00ed. Spole\u010dn\u011b jsme tak za\u010dali stav\u011bt p\u00e1te\u0159n\u00ed syst\u00e9m, kter\u00fd by n\u00e1m poskytl pot\u0159ebnou sofistikovanost a flexibilitu,\u201c popisuje Luk\u00e1\u0161 Z\u00e1\u0159eck\u00fd, Salesforce Product Owner ve spole\u010dnosti Carvago. D\u016fle\u017eit\u00e9 bylo, aby nov\u00fd syst\u00e9m dok\u00e1zal plnit aktu\u00e1ln\u00ed i budouc\u00ed pot\u0159eby spole\u010dnosti.<\/p>\n

\u201eNecht\u011bli jsme jen n\u00e1hradu st\u00e1vaj\u00edc\u00edho syst\u00e9mu, ale \u0159e\u0161en\u00ed, kter\u00e9 by n\u00e1m umo\u017enilo r\u016fst a \u0161k\u00e1lovatelnost slu\u017eeb, kter\u00e9 souvis\u00ed s rozvojem na\u0161\u00ed spole\u010dnosti. P\u0159i rozhodov\u00e1n\u00ed jsme zohled\u0148ovali \u010dasovou a finan\u010dn\u00ed n\u00e1ro\u010dnost, ale hlavn\u011b jsme se zam\u011b\u0159ili na potenci\u00e1l a schopnosti nab\u00edzen\u00e9 Salesforce,\u201c vysv\u011btluje Luk\u00e1\u0161 Z\u00e1\u0159eck\u00fd. Vzhledem k tomu, \u017ee Carvago ji\u017e Salesforce, a\u010d v omezen\u00e9 m\u00ed\u0159e, vyu\u017e\u00edvalo ji\u017e d\u0159\u00edve, rozhodnut\u00ed o dal\u0161\u00edm rozvoji syst\u00e9mu, kter\u00fd je nejlep\u0161\u00ed na trhu, na sebe nenechalo dlouho \u010dekat.<\/p>\n

Salesforce poskytl sofistikovan\u00fd a komplexn\u00ed syst\u00e9m pro spr\u00e1vu z\u00e1kaznick\u00fdch dat a automatizaci firemn\u00edch proces\u016f. D\u00edky dodan\u00e9mu \u0159e\u0161en\u00ed mohlo Carvago centralizovat ve\u0161ker\u00e9 informace o sv\u00fdch z\u00e1kazn\u00edc\u00edch, sledovat historii interakc\u00ed a efektivn\u011bji \u0159\u00eddit a analyzovat data. Nej\u010dast\u011bji spole\u010dnost vyu\u017e\u00edv\u00e1 Sales Cloud a Service Cloud, kter\u00e9 j\u00ed umo\u017e\u0148uj\u00ed spravovat a sledovat cel\u00fd cyklus z\u00e1kazn\u00edka, ve\u0161ker\u00fdch interakc\u00ed a objedn\u00e1vek. D\u00e1le Carvago implementovalo Experience Cloud pro provozov\u00e1n\u00ed dealer port\u00e1lu, kde mohou B2B partne\u0159i snadno kupovat auta od z\u00e1kazn\u00edk\u016f spole\u010dnosti z cel\u00e9 Evropy.<\/p>\n

Carvago rovn\u011b\u017e pracuje na nov\u00e9m port\u00e1lu pro p\u0159epravn\u00ed spole\u010dnosti, kter\u00fd mu pom\u016f\u017ee zefektivnit a zautomatizovat logistick\u00e9 procesy pro p\u0159epravu vozidel. \u201eNed\u00e1vno jsme za\u010dali vyu\u017e\u00edvat tak\u00e9 Marketing Cloud, abychom l\u00e9pe oslovili na\u0161e c\u00edlov\u00e9 skupiny a zv\u00fd\u0161ili \u00fa\u010dinnost marketingov\u00fdch kampan\u00ed. V\u00fdznamnou roli pro n\u00e1\u0161 marketing hraje tak\u00e9 Tableau, co\u017e je analytick\u00fd n\u00e1stroj od Salesforce. Ten n\u00e1m umo\u017e\u0148uje prov\u00e1d\u011bt hloubkovou anal\u00fdzu dat a vizualizovat v\u00fdsledky. D\u00e1le bych tak\u00e9 mohl zm\u00ednit Slack, kter\u00fd hojn\u011b vyu\u017e\u00edv\u00e1me pro intern\u00ed komunikaci mezi v\u00fdvojov\u00fdmi t\u00fdmy,\u201c dopl\u0148uje Luk\u00e1\u0161 Z\u00e1\u0159eck\u00fd.<\/p>\n

Po\u010d\u00e1te\u010dn\u00ed skepsi zam\u011bstnanc\u016f pomohl vy\u0159e\u0161it intern\u00ed t\u00fdm<\/strong><\/p>\n

P\u0159i integraci \u0159e\u0161en\u00ed od Salesforce spolupracovala spole\u010dnost Carvago pouze s extern\u00edm partnerem, kter\u00fd m\u011bl zku\u0161enosti s implementac\u00ed tohoto syst\u00e9mu. Postupem \u010dasu si v\u0161ak st\u00e1le v\u00edce uv\u011bdomovala d\u016fle\u017eitost budov\u00e1n\u00ed vlastn\u00edho intern\u00edho t\u00fdmu, kter\u00fd by byl schopen samostatn\u011b \u0159\u00eddit a rozv\u00edjet intern\u00ed syst\u00e9m Salesforce. D\u00edky n\u011bmu m\u016f\u017ee Carvago velice rychle reagovat na svoje aktu\u00e1ln\u00ed pot\u0159eby a poskytovat okam\u017eitou intern\u00ed podporu a rozvoj sv\u00fdm zam\u011bstnanc\u016fm.<\/p>\n

Implementace z\u00e1kladn\u00edho syst\u00e9mu, v\u010detn\u011b p\u0159izp\u016fsoben\u00ed a nasazen\u00ed, trvala n\u011bkolik m\u011bs\u00edc\u016f. Zahrnovala anal\u00fdzu po\u017eadavk\u016f, p\u0159\u00edpravu dat, konfiguraci syst\u00e9mu, \u0161kolen\u00ed zam\u011bstnanc\u016f, testov\u00e1n\u00ed a v neposledn\u00ed \u0159ad\u011b adopci na nov\u00fd syst\u00e9m. CRM od Salesforce a jeho moduly vyu\u017e\u00edv\u00e1 st\u00e1le v\u00edce zam\u011bstnanc\u016f spole\u010dnosti Carvago. D\u00edky rozmanit\u00fdm modul\u016fm se tak st\u00e1v\u00e1 kl\u00ed\u010dov\u00fdm n\u00e1strojem pro \u0159adu odd\u011blen\u00ed, v\u010detn\u011b prodeje, z\u00e1kaznick\u00e9 podpory, marketingu a logistiky. Aktu\u00e1ln\u011b Carvago vyu\u017e\u00edv\u00e1 okolo 100 licenc\u00ed, ale s rozvojem spole\u010dnosti roste tak\u00e9 pot\u0159eba jejich po\u010det neust\u00e1le navy\u0161ovat.<\/p>\n

P\u0159i samotn\u00e9 integraci pom\u00e1hal Carvagu t\u00fdm odborn\u00edk\u016f, kter\u00fd projevil velkou flexibilitu a ochotu porozum\u011bt unik\u00e1tn\u00edm obchodn\u00edm proces\u016fm spole\u010dnosti. \u201eNejt\u011b\u017e\u0161\u00ed byl p\u0159echod ze star\u00e9ho syst\u00e9mu, kde jsme pracovali p\u0159ev\u00e1\u017en\u011b s Google tabulkami a Trellem, kter\u00e9 jsme pou\u017e\u00edvali na \u0159\u00edzen\u00ed cel\u00e9ho procesu. Lid\u00e9 m\u011bli obavy a byli k nov\u00e9mu syst\u00e9mu skepti\u010dt\u00ed, co\u017e zpo\u010d\u00e1tku vedlo ke zpo\u017ed\u011bn\u00ed v jeho adopci. Dal\u0161\u00edm probl\u00e9mem byla duplicitn\u00ed pr\u00e1ce v obou syst\u00e9mech a pot\u0159eba nau\u010dit zam\u011bstnance nov\u00fdm proces\u016fm a pracovn\u00edm postup\u016fm v Salesforce,\u201c popisuje Luk\u00e1\u0161 Z\u00e1\u0159eck\u00fd. Adaptace zam\u011bstnanc\u016f na nov\u00fd syst\u00e9m byla postupn\u00e1 a trvala n\u011bkolik t\u00fddn\u016f.<\/p>\n

Centralizace a automatizace proces\u016f u\u0161et\u0159ila mnoho hodin pr\u00e1ce<\/strong><\/p>\n

Zaveden\u00ed CRM od Salesforce m\u011blo nicm\u00e9n\u011b velice pozitivn\u00ed dopad na efektivitu pr\u00e1ce zam\u011bstnanc\u016f spole\u010dnosti Carvago. Do\u0161lo k postupn\u00e9 centralizaci dat a proces\u016f, lep\u0161\u00ed spr\u00e1v\u011b, reportingu a zv\u00fd\u0161en\u00ed produktivity pr\u00e1ce. \u201eD\u00edky automatizaci proces\u016f a integraci u\u017eite\u010dn\u00fdch funkc\u00ed jsme zaznamenali \u010dasovou \u00fasporu nad jednotliv\u00fdmi \u00fakony,\u201c konstatuje Luk\u00e1\u0161 Z\u00e1\u0159eck\u00fd. Optimalizace proces\u016f a sn\u00ed\u017een\u00ed n\u00e1klad\u016f na \u010dasov\u011b n\u00e1ro\u010dnou manu\u00e1ln\u00ed pr\u00e1ci a vyu\u017e\u00edv\u00e1n\u00ed r\u016fzn\u00fdch n\u00e1stroj\u016f a syst\u00e9m\u016f vedlo k v\u00fdrazn\u00fdm finan\u010dn\u00edm \u00faspor\u00e1m. \u201eV \u010d\u00edslech bychom mohli mluvit o sn\u00ed\u017een\u00ed n\u00e1ro\u010dnosti cel\u00e9ho procesu z hodin na minuty. Samoz\u0159ejm\u011b benefitem nen\u00ed jen sn\u00ed\u017een\u00ed pracnosti, ale i sn\u00ed\u017een\u00ed \u010di eliminace chybovosti, centralizovan\u00fd reporting atd.,\u201c vyzdvihuje CRM syst\u00e9m od Salesforce Luk\u00e1\u0161 Z\u00e1\u0159eck\u00fd. Jakmile se ale zam\u011bstnanci sbl\u00ed\u017eili s nov\u00fdm \u0159e\u0161en\u00edm, zjistili, \u017ee jim v\u00fdrazn\u011b usnadn\u00ed pr\u00e1ci a pom\u00e1h\u00e1 jim l\u00e9pe dosahovat obchodn\u00edch c\u00edl\u016f.<\/p>\n

Naplno vyu\u017e\u00edv\u00e1 Carvago nov\u00e9 \u0159e\u0161en\u00ed od za\u010d\u00e1tku roku 2022 a od t\u00e9 doby syst\u00e9m \u00fasp\u011b\u0161n\u011b roz\u0161i\u0159uje a sna\u017e\u00ed se ho ka\u017ed\u00fdm dnem co nejl\u00e9pe p\u0159izp\u016fsobit sv\u00fdm pot\u0159eb\u00e1m. \u201eSalesforce jsme vyu\u017e\u00edvali v omezen\u00e9 m\u00ed\u0159e ji\u017e d\u0159\u00edve ale pouze jako kontaktn\u00ed datab\u00e1zi, tak\u017ee jsme zdaleka nemohli t\u011b\u017eit z obrovsk\u00e9ho potenci\u00e1lu, kter\u00fd nab\u00edz\u00ed.,\u201c popisuje Luk\u00e1\u0161 Z\u00e1\u0159eck\u00fd. Spole\u010dnost do budoucna zva\u017euje vyu\u017eit\u00ed tak\u00e9 AI funkcionalit Salesforce, aby mohla vyu\u017e\u00edt potenci\u00e1lu um\u011bl\u00e9 inteligence k lep\u0161\u00edmu porozum\u011bn\u00ed z\u00e1kazn\u00edk\u016fm, efektivn\u011bj\u0161\u00ed anal\u00fdze dat a personalizovan\u00e9mu poskytov\u00e1n\u00ed slu\u017eeb \u201eV\u011b\u0159\u00edme, \u017ee implementace AI do na\u0161ich proces\u016f n\u00e1m pom\u016f\u017ee pos\u00edlit na\u0161e konkuren\u010dn\u00ed postaven\u00ed a dos\u00e1hnout lep\u0161\u00edch v\u00fdsledk\u016f,\u201c \u0159\u00edk\u00e1 Luk\u00e1\u0161 Z\u00e1\u0159eck\u00fd.<\/p>\n

S rozhodnut\u00edm implementovat Salesforce jako p\u00e1te\u0159n\u00ed syst\u00e9m je Carvago nadm\u00edru spokojeno. \u201eTato platforma n\u00e1m p\u0159inesla nep\u0159ebern\u00e9 v\u00fdhody a umo\u017enila n\u00e1m posunout se vp\u0159ed. P\u0159i retrospektiv\u011b si uv\u011bdomujeme, \u017ee zapojen\u00ed intern\u00edho Salesforce experta ji\u017e od sam\u00e9ho za\u010d\u00e1tku by cel\u00fd proces je\u0161t\u011b v\u00edce zrychlilo a pos\u00edlilo by synergii mezi na\u0161\u00edm t\u00fdmem a partnerem, a to v oblasti strategick\u00e9ho pl\u00e1nov\u00e1n\u00ed a p\u0159izp\u016fsobov\u00e1n\u00ed Salesforce na\u0161im unik\u00e1tn\u00edm pot\u0159eb\u00e1m. Av\u0161ak i p\u0159es po\u010d\u00e1te\u010dn\u00ed absenci takov\u00e9to intern\u00ed role, byla spolupr\u00e1ce s \u010dist\u011b extern\u00edm partnerem velice pozitivn\u00ed a flexibiln\u00ed,\u201c pochvaluje si Luk\u00e1\u0161 Z\u00e1\u0159eck\u00fd.<\/p>\n

\"\"<\/p>\n","protected":false},"excerpt":{"rendered":"

Probl\u00e9my s nedostatkem syst\u00e9mov\u00e9ho p\u0159\u00edstupu k \u0159\u00edzen\u00ed vztah\u016f se z\u00e1kazn\u00edky a firemn\u00edch proces\u016f \u0159e\u0161ila spole\u010dnost Carvago. Doposud vyu\u017e\u00edvala Google tabulky a aplikaci Trello, co\u017e se […]<\/a><\/p>\n<\/div>","protected":false},"author":4,"featured_media":87095,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2],"tags":[],"class_list":["post-87094","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news"],"_links":{"self":[{"href":"https:\/\/www.automakersnews.cz\/index.php\/wp-json\/wp\/v2\/posts\/87094","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.automakersnews.cz\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.automakersnews.cz\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.automakersnews.cz\/index.php\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.automakersnews.cz\/index.php\/wp-json\/wp\/v2\/comments?post=87094"}],"version-history":[{"count":0,"href":"https:\/\/www.automakersnews.cz\/index.php\/wp-json\/wp\/v2\/posts\/87094\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.automakersnews.cz\/index.php\/wp-json\/wp\/v2\/media\/87095"}],"wp:attachment":[{"href":"https:\/\/www.automakersnews.cz\/index.php\/wp-json\/wp\/v2\/media?parent=87094"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.automakersnews.cz\/index.php\/wp-json\/wp\/v2\/categories?post=87094"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.automakersnews.cz\/index.php\/wp-json\/wp\/v2\/tags?post=87094"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}