Technologies

Salesforce Sales Cloud, Service Cloud, Marketing Cloud, DocuSign, Service Cloud Voice

Services

Plan, Build, Evolve

Openlane Europe is a B2B digital marketplace dedicated to making used car wholesale easy across Europe. Headquartered in Belgium, it connects OEMs, fleet owners, wholesalers, and dealers with buyers across Europe, offering end-to-end remarketing solutions through an innovative, multilingual online platform.

Openlane was working in silos between sales, service and marketing, and in the different countries the company was working in. Openlane needed unify and optimize how customer service is working across all Europe, and align Sales, Service and Marketing on a single platform. 

Algin Sales, Service and Marketing on a single platform

By unifying Sales, Service, and Marketing on a single platform, Openlane breaks down silos and ensures every team works from the same customer data and insights. This alignment enables more consistent buyer and seller experiences, smarter targeting, and a seamless handoff between departments, driving both operational efficiency and business growth.

Setup an omnichannel strategy across customer service

By implementing an omnichannel solution encompassing phone, email, and chat, including a human chat accessible through a chatbot, all incoming work items are centralized and intelligently routed to the right agent. This streamlined dispatch has led to faster response times, more efficient case handling, and improved customer satisfaction.

The right SLA for the right customer

Not every customer has the same needs, and Openlane knows it. By defining tailored Service Level Agreements based on customer profiles and priorities, the right level of support is guaranteed to the right people at the right time, ensuring high-value clients receive premium care while operational resources are allocated where they matter most.