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One Channel, One Platform — Škoda's Service Leap
Skoda unified 15 dealer contact points into 1 with Service Cloud, Agentforce and Data 360, saving millions overall. 3 lessons you can apply the Monday after Dreamforce.

, Head of Digital Customer & Salesforce, Škoda Auto Deutschland

, Product Marketing Lead, Salesforce

Product: Service, Agentforce
Role: IT Business Leader, Service
Industry: Automotive, Manufacturing
Topic: Agentic AI
Session Level: Beginner
Session Format: Theater
  • Wednesday, Sep 163:00 PM - 3:20 PM PDT
    (10:00 PM - 10:20 PM GMT)
    Moscone West, L3, Theater 18
    FIRST COME FIRST SEATED
Session Summary: This session showcased how a major automotive manufacturer successfully transformed its customer service operations using Salesforce Service Cloud and Customer 360, starting from a data-driven foundation. The organization initially faced challenges with siloed customer, vehicle, and dealer data, which hindered efficiency and customer satisfaction. By consolidating these data silos into a unified platform, they built robust Customer 360, Vehicle 360, and Dealer 360 solutions, enabling streamlined processes, proactive service capabilities, and significant cost reductions. The transformation not only halved system operation costs but also improved dealership relationships, empowered teams, and laid the groundwork for scalable AI-driven use cases, all while fostering trust and collaboration across departments.
Key Takeaways:

• The organization's use of Salesforce Service Cloud and Customer 360 consolidated fragmented data systems, resulting in a 50% reduction in operational costs and significantly enhancing efficiency.

• By integrating AI-driven tools like Agentforce Voice and leveraging unified data, they transitioned from reactive to proactive services, enabling faster resolutions and improved dealership performance monitoring.

• The transformation highlighted the importance of clean, unified data as a foundation for success and emphasized the value of trust, collaboration, and starting small to build scalable solutions.

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