Carvago is a unique startup that set out to make the process of buying a used vehicle a pleasant experience. They managed to get off to a flying start, but with such a rapid growth rate, you need to unify communication, automate, reduce human errors, or set up reporting and processes. How did Salesforce Service Cloud and Pardot help them? Was a complex project across the company successfully implemented for four months? Can you manage to get change requests into production every day? Filip Malík, Product and Project Leader, told us all this.
We all know how the used car market works. If you’re lucky, you’ll find an honest seller who will give you all the information. Otherwise, you’re buying a bit of a “pigeon in a poke” and waiting for weeks after the purchase to see if you learn something about the car that you didn’t know.
Filip, can you introduce us to Carvago and the market you operate in?
Carvago is an online marketplace for buying and selling used gambling data russia cars operating in seven European countries. Imagine booking.com for used cars, we connect supply with demand and wrap it all up in a unique service. The used car market in Europe is worth around EUR 600 billion with 36 million cars sold per year. Only less than 1% of sales are made online today, and that is our opportunity. From my point of view, this is the last and fastest growing industry where technological disruption has not occurred, there has not been a transition to the online environment and no one has built a lovebrand there yet.
The market has no set standards and is extremely lacking in a positive client experience that anyone would want to repeat.
Why do you think that is the case?
>The whole area is problematic, and that is probably why other companies in Europe are not entering it with such determination. Let’s look at how common experience works. The customer chooses from a range of cars that are on average up to 100 km in range, so they often have to make compromises. At the same time, sales carry negative externalities. One of the most common is the uneven distribution of information. We still commonly encounter odometer manipulation, concealing the real condition of the vehicle, or putting pressure on the customer. The market has no set standards and is extremely lacking in a positive client experience that anyone would want to repeat.
How do you want to change this experience?
Our mission is to overcome the distrust in the market and strategic marketing is not just about advertising prove that this type of sale can also be carried out online. We group vehicles into an integrated international marketplace. We do not physically own the cars, and this is a huge advantage. It does not matter to us which dealer or which country the customer chooses the car from. It is important for us to build a lovebrand and gain trust. We can only achieve this by being a partner for the buyer and helping them choose the best possible car on the market.
We sell verified cars both in terms of data and in person. You can get insurance, financing, extended warranty, transportation and other optional services in one place. In reality, the whole process works the same as you can see in the advertisement – from the couch with your mobile phone you are able to order a car, finance it and have it parked in front of your house and on the signs within 14 days.
You have to choose cars carefully when the customer has the option to return it within 14 days.
That’s right. At the beginning of the process, there are around 7.5 million ads for car sales. The vehicles that are included in the offer meet our high standards.
Could you describe the customer journey to us?
>When a client chooses a car, we perform a physical and data check thailand data on it and send the result along with our recommendation.