EUROKARS AUTO · CUSTOMER JOURNEY TRANSFORMATION
Every interaction.
A clearer customer
picture.
How Eurokars Auto connected its BMW customer journey with Salesforce, simpler automotive workflows, and AI-assisted appointment bookings.
From first enquiry to vehicle delivery01 / THE BUSINESS CHALLENGE
A premium experience, supported by connected operations.
For a customer, buying a BMW is one journey. Behind the scenes, it brings together enquiries, vehicle information, test drives, commercial approvals, and delivery.
Eurokars Auto Pte Ltd is the BMW dealership business within Eurokars Group in Singapore. Its sales and service teams needed a clearer view of the customer and a simpler way to manage the work around each interaction.
The challenge was a combination of disconnected customer interactions, repetitive administration, reporting difficulties, and customer paperwork. Vehicle-data updates involved manual entry and record matching. Creating sales records required multiple steps, and customers completing several test drives during one visit had to repeat the indemnity process.
The programme improved an existing Salesforce Automotive Cloud environment and connected additional service, messaging, and operational workflows. Techila continued delivery following a mid-project account novation, with the supplied phases completed by the end of 2025.
A clearer customer view
Customer information and interactions brought into a more connected operational picture.
Multiple test drives
A single indemnity form for test drives taken during the same occasion.
Appointment bookings
AI agent support for customers booking test drives or maintenance appointments.
02 / THE CONNECTED JOURNEY
From a conversation
to the keys.
The work connected customer-facing moments with the records, decisions, and handovers that support them.
Enquire & book
WhatsApp engagement, AI-assisted test-drive and maintenance bookings, appointment handling, and agent handover.
Explore & test
Capture customer and vehicle interests, simplify indemnity paperwork, and link each test drive to its opportunity.
Quote & agree
Guided sales workflows connect quotations, pricing, vehicle availability, approvals, and contracts.
Prepare & deliver
Vehicle status, pre-delivery inspection, checklists, and signed documents support the handover.
Support ownership
Service enquiries, maintenance appointments, case management, and reminders support the ongoing relationship.
A summary of the completed programme, not a live customer record or system screenshot.
03 / A MEANINGFUL DETAIL
More cars to explore. Less paperwork to repeat.
The test-drive enhancement addressed a recognisable point of friction: a customer who wanted to try more than one car during a visit previously needed an indemnity form for each test drive.
The revised process allows one form for multiple test drives on the same occasion. Each drive retains its own test-drive record and linked opportunity, bringing the customer’s vehicle interests into the sales process.
That makes the visit simpler for the customer while preserving the detail the sales team needs for follow-up.
Separate vehicle opportunities. Shared customer context.
04 / WHAT TECHILA DELIVERED
The operational detail behind the experience.
The programme extended beyond enquiry capture. It connected automotive data, sales activity, documentation, and vehicle handovers within the customer’s Salesforce environment.
Customer engagement and bookings
Service Cloud and Digital Engagement support WhatsApp enquiries, cases, agent handover, appointment scheduling, and outbound reminders. The completed AI booking assistant helps customers book test drives or maintenance appointments.
Guided sales and commercial controls
Guided record creation connects lead conversion with customer, opportunity, quotation, and contract records. Pricing rules, discount approvals, and contract-change workflows support a more structured sales process.
Vehicle data and inventory management
Bulk updates using external identifiers simplify vehicle-data handling. Availability and vehicle-status updates support inventory management as sales agreements are created, changed, or cancelled, helping teams manage vehicle and cargo information more easily.
Documentation, inspection and delivery
Document generation, DocuSign workflows, and Singpass verification support customer-facing processes. Pre-delivery inspection, delivery checklists, warranty documents, and mobile photo capture connect preparation with handover.
Dealer and BMWA Salesforce integration
Salesforce-to-Salesforce integration exchanges specified campaign and lead information between Eurokars and BMWA, with defined opportunity-stage updates sent from Eurokars. This supports information continuity across the two environments.
05 / THE BUSINESS IMPACT
A clearer view. A simpler way to move forward.
A 360-degree view of the customer
The project team reports a more connected customer view, helping staff understand interactions and sales activity in context.
Easier vehicle and cargo management
More structured vehicle information and status handling support the operational improvement reported by the project team.
Better visibility into test-drive leads
The project team reports business improvement through test-drive leads. Linked test-drive and opportunity records provide a clearer basis for follow-up on customers’ vehicle interests.
Qualitative outcomes reported by Techila during the project interview. No quantified revenue, conversion, time-saving, or ROI result was supplied.
06 / AN EVOLVING PROGRAMME
Built on Salesforce. Refined around the business.
The enhancement scope prioritised a low-code, low-maintenance approach, using guided flows and OmniStudio where appropriate. The aim was to make everyday work more straightforward while allowing flexibility for future requirements.
The completed programme combined customer engagement, automotive process enhancements, and a targeted test-drive refinement. The story covers Eurokars Auto’s BMW business in Singapore; it does not imply a rollout across every Eurokars Group brand or market.
Enquiries, case handling, appointments, and reminders.
Sales, vehicle data, documents, delivery, and integration.
One indemnity form, with separate linked opportunities.
YOUR NEXT CUSTOMER EXPERIENCE OPPORTUNITY
Where could AI make your customer journey better?
Start with the moments that create friction for your customers and extra work for your teams. Talk to Techila about connecting Salesforce processes and identifying practical AI opportunities.
Discuss your customer journeys, operational workflows, and business priorities.
About this story & evidence
Project sources. The story draws on the February 2024 Service Cloud and WhatsApp scope, May 2024 Automotive Cloud enhancement scope, February 2025 test-drive change request, and a September 2026 interview with Immanuel Gian of Techila. Completion by the end of 2025, BMW business scope, mid-project novation to Techila, and the AI booking use cases were confirmed in that interview.
Outcome evidence. Customer 360, easier cargo management, and business improvement through test-drive leads are qualitative project-reported outcomes. No percentage uplift, revenue attribution, conversion rate, or time-saving measurement is claimed. “360-degree” describes the customer-view objective, not a measured data-completeness score. Vehicle and cargo management is described through documented vehicle-data and inventory work; no freight or logistics integration is implied.
AI and implementation scope. The initial booking-assistant scope includes menu-based workflows and agent handover; the interview confirms AI support for booking test drives and maintenance. No model, generative capability, autonomous end-to-end booking mechanism, or named AI product is specified. This was an enhancement of an existing Automotive Cloud implementation. No customer testimonial was supplied.
Public context and imagery. See Eurokars Group’s corporate profile and its BMW Singapore business page . Photos come from BMW Eurokars Auto’s official flagship-centre launch article. Photos and logos belong to their respective owners. The customer-record diagram is illustrative. Publication of the case study does not imply endorsement by BMW AG.