At a Glance
With 16 dealerships across New Zealand, Mazda wanted a customer experience that matched the quality of its vehicles. LavaBox helped translate that ambition into a practical roadmap, bringing customer and vehicle data together to personalise website, test drive and ownership experiences.
- Understand every driver and vehicle.
- Personalise the buying journey.
- Create customers for life.
- Empower the dealer network.
"Working with LavaBox to implement Data 360 has been a really critical part of harmonising our diverse data sources."
Adi Wickramaratne
,
Head of Digital Marketing & Engagement
,
Mazda
Challenges
Mazda aspired to deliver a customer experience that matched the quality of their vehicles. But with different technologies and data structures used at different dealerships, delivering a consistent experience across its dealer network had its challenges.
Solution
LavaBox worked with Mazda to define its customer experience North Star and break the vision into a manageable programme of work to bring it to life.
Impact
Now, Data 360 brings diverse data sources together, creating a unified foundation for customer insight and engagement. Salesforce Marketing Cloud personalises digital experiences and communications. Connected NPS journeys capture feedback across the customer lifecycle, and a dealer portal build on Experience Cloud flags customer issues in real time.
There's also an exciting road ahead, with AI-assisted vehicle guidance and dynamic website personalisation next on the roadmap.
“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
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