Data Cloud Unlocks Trapped Data to Deliver a Previously Unachievable Use Case
At a Glance
Mazda had a high volume of vehicle ownership and serving data in disparate legacy systems needed to deliver it's NPS solution. But given the cost and complexity of direct integration with Salesforce, the cost/benefit didn't stack up. Salesforce Data Cloud provided an economical and scalable solution.
- Meet Mazda's global NPS directive without a direct integration between Salesforce and legacy systems.
- Deliver an economical Proof of Concept (POC) that achieves fast time-to-value.
- Set NPS baselines and identify trends at the dealership level.
- Create a scalable data model for future data activations on Data Cloud.
“LavaBox was able to guide us from vision to plan to execution. We truly feel we have a partner who is working with us to deliver great value to our business.”
Chris Tankard
,
GM of Operations
,
Mazda
Challenges
Mazda had mandated all of their global network to track and report on NPS data. But for Mazda New Zealand, that data was was trapped in legacy systems. Given the volume of data and cost/benefit of an integration, it didn’t make sense to bring it into Salesforce for activation.
Solution
LavaBox helped Mazda unlock the power of their service and customer data by connecting it across Salesforce and Data Cloud. Vehicle service records were first consolidated in Amazon S3, then seamlessly brought into Data Cloud where they could be unified with existing CRM and Marketing Cloud information. With a complete picture of each customer, Mazda’s team could easily create tailored audience segments using simple drag-and-drop tools.
These segments powered a new NPS journey in Marketing Cloud, where each survey was automatically personalised with a unique identifier to enrich future engagement. Responses flowed back into Salesforce via GetFeedback, where they were linked to both the customer and their dealership. This gave Mazda a closed loop for measuring satisfaction, tracking trends, and turning feedback into action across the network.
Impact
With a unified view of customer service experiences, Mazda now has a powerful feedback loop between their dealerships and their customers. NPS results are no longer siloed but connected directly to individual customers and service centres, making it easy to spot patterns and act quickly on areas needing attention.
At the same time, Mazda’s marketing team can build more relevant and personalised journeys based on real feedback rather than assumptions.
The result is greater visibility, smarter engagement, and a foundation for continuous improvement in customer experience, helping strengthen loyalty and create Mazda customers for life.
“I’ve worked with the Salesforce Marketing Cloud team at LavaBox for nearly a decade. The team’s unique combination of strategic thinking, technical expertise - and above all, their razor-sharp focus on outcomes - has delivered significant, ongoing value from every project and programme we’ve partnered on."
Adi Wickramaratne
,
Head of Digital Marketing & Engagement
,
Mazda
Looking to leverage Salesforce Data Cloud to unify and activate customer data?
More impactful outcomes
