The Challenge
As a car finance brokerage, Dorsia receives a high volume of customer enquiries, each requiring information to be gathered and the customer qualified before suitable finance quotes can be provided.
Previously, this process was largely manual and restricted to the team's opening hours. This created a particular challenge at evenings and weekends, when customers could submit enquiries but would have to wait for the business to reopen before progressing.
For customers looking to arrange car finance, that delay could mean going elsewhere. By the time the sales team was able to respond, the customer may already have found their finance elsewhere, creating a risk of lost business.
The Solution
Dorsia implemented an Agentforce chatbot on its website to manage the initial customer journey.
When a customer submits an enquiry, the chatbot asks a series of questions to gather the information required to qualify their finance enquiry. Once the necessary information has been collected, the customer can receive a selection of quotes to compare and decide whether they would like to proceed or speak with a member of the sales team.
The information captured through the conversation is then automatically passed into Salesforce, giving the sales team a complete view of the enquiry and allowing them to pick up the conversation at the right point.
The solution enables Dorsia to:
- Qualify customers automatically through an initial conversation.
- Provide instant finance quotes, without requiring customers to wait for the sales team.
- Capture enquiry data directly in Salesforce, creating a seamless handover.
- Respond outside of office hours, helping Dorsia engage customers whenever they are ready to arrange finance.
- Give sales teams hot, qualified leads, allowing them to focus their time on customers who are ready to proceed.
The Result
Agentforce has transformed the way Dorsia handles its inbound car finance enquiries.
Customers can now engage with Dorsia, provide the information needed to qualify their enquiry and receive finance quotes without waiting for the office to reopen.
Customers can now engage with Dorsia, provide the information needed to qualify their enquiry and receive finance quotes without waiting for the office to reopen.
For the sales team, the process has significantly reduced the manual work involved in initial lead qualification. By the time a lead reaches a salesperson, the customer has already been through the initial qualification journey and has received their quotes.
This means the sales team can focus their time where it matters most, speaking to hot leads who are ready to take the next step.
