Client Story
Gruppo Bossoni accelerates digital transformation with Engineering & Atlantic Technologies
A strategic project focused on Salesforce adoption and change management to make Gruppo Bossoni even more customer-centric.
Where: Italy
Where: Italy
CHALLENGE
Achieving a unified customer view through the CRM roll-out and integration of the parent company’s solutions while ensuring agility and competitiveness.
SOLUTION
An integrated, scalable, and flexible platform, supported by Change Management strategies, to redefine the sales process and enhance customer service efficiency.
RESULTS
Increased efficiency in sales and customer service, with a significant reduction in information management costs.
Challenge
Innovation and growth for an effective customer-centric approach
Since 1987, Gruppo Bossoni has been one of the leading players in the Italian automotive sector. With 21 brands represented, 44 locations, and over 1,000 employees, it is now among the top five most influential dealers in the country.
Over the years, the Group has strengthened its leadership through strategic acquisitions, including Mandolini Auto, AgriCar, and Baiauto, further expanding its market presence.
Customer focus has always been at the heart of its corporate strategy: delivering an excellent experience based on innovation, efficiency, and a data-driven approach. To achieve this, it was necessary to improve operational efficiency and gain a 360-degree view of customers.
"We wanted to increase the efficiency of our operations, and have a 360-degree view of our customers, allowing us to serve them better and enhance cross-selling." says Eugenio Pagani, CTO of Gruppo Bossoni.
The CRM roll-out was a strategic milestone, allowing the Group to integrate the parent company’s solutions within acquired businesses, standardize processes, and create greater synergy among its various entities.
To tackle the challenges of digital transformation, Gruppo Bossoni launched a strategic project aimed at optimizing sales, service, and marketing processes, adopting Salesforce as its CRM. Implementing the new platform required a structured and collaborative approach, involving all business units in a process review and workflow optimization.
"The partner's role was fundamental in our digital transformation journey” emphasizes Chiara Micheli, BDC Manager at Gruppo Bossoni.
With Salesforce adoption, the company gained deeper insights into customer behaviors and needs, enabling proactive engagement strategies and improved loyalty programs.
This digital transformation led to a complete reorganization of sales and customer service processes, improving operational efficiency and cost management.
"We have completely reorganized the sales process, increased efficiency in service, and optimized costs." adds Micheli. The latest project for Baiauto was successfully completed in just 30 days.
The project engaged 400 users, fostering a culture of change and a growing focus on innovation.
Thanks to the expertise of the project team and change management strategies, we felt fully engaged in the transformation and became active participants in the innovation process!
Chiara Micheli
BDC Manager, Gruppo Bossoni
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Throughout this journey, we have been supported by a strategic, expert, and agile partner, capable of quickly adapting to our business needs.
Eugenio Pagani
CTO, Gruppo Bossoni
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Results
Enhanced operational efficiency in sales and customer service
Reduced costs related to information management
Higher customer engagement: +14% increase in in-store appointments
Impacts
Technologies
Cloud
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Intelligent Ecosystems for a Cloud Strategy.
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