Five-Cloud Salesforce Ecosystem
Online-to-Offline (O2O) digital journey across five Salesforce clouds — Sales, Service, Commerce, Experience, and Loyalty — for automotive operations across Germany, France, and Netherlands.
CRM Expert — Salesforce Multi-Cloud
VinFast, an emerging EV manufacturer entering European markets, needed a complete Online-to-Offline (O2O) digital journey — customers discover and reserve vehicles online, then complete the purchase and ownership experience offline through dealers. This required a seamless ecosystem spanning online reservations, test drive bookings, dealer management, customer service, and loyalty retention across three competitive European markets. With multiple developers working across five clouds, manual deployments were error-prone and untrackable.
Built a five-cloud Salesforce architecture enabling the full O2O journey. Commerce Cloud powered the online webshop for vehicle reservations, test drive bookings, and accessory purchases — the digital entry point. Sales Cloud managed the offline handoff to euro-market sales teams with lead-to-order processes. Service Cloud served as the DMS (Dealer Management System) with community portal users for dealer and customer self-service. Experience Cloud provided branded dealer portals. Loyalty Cloud closed the loop with customer retention, points accrual tied to purchases, service visits, and engagement. Custom LWC components ensured a seamless experience across every touchpoint. Implemented Salesforce DevOps using GitHub for version control and Gearset for automated metadata deployments, comparison, and rollback across sandbox and production orgs.