Automotive industryHow Volvo Trucks centralized a new sales channel on Zendesk
Truck drivers, dealers and internal sales teams in a single operation — targeting a 40x greater result and expansion into new countries.
- 40x
- Target of a 40x larger result
- High quality standard
- Scalable operation, ready to grow
- Model replicated across several countries
The client
Volvo Trucks needed to serve a new sales channel bringing together three very different audiences: truck drivers, dealers and its own internal sales teams — while keeping the brand's high quality standard.
The challenge
Integrating truck drivers, dealers and internal teams into a single sales channel without losing service quality, and with an ambitious target: multiplying the projected result by 40x, opening the way to replicate the same model in other countries.
How we ran the project
Diagnosis
Identifying the new sales channel's three audiences (truck drivers, dealers, internal team) and what each one required from the operation.
Strategy
Defining Zendesk as the centralizing tool for the entire project, unifying the three audiences into a single operation.
Architecture
Structuring the new sales channel on Zendesk, with Volvo Trucks' quality standard as a non-negotiable criterion.
Implementation
Rolling out the centralized channel, already serving truck drivers, dealers and the internal team.
Optimization
Continuous adjustments toward the 40x result target and preparing the model for expansion into new countries.
The solution
Zendesk was adopted as the centralizing tool for the whole project, giving Volvo Trucks a single operation able to serve truck drivers, dealers and internal sales teams without giving up the brand's quality standard.
Technologies and tools
- Amazon Connect
- Zendesk Suite
- App VTEX
- App do Reclame Aqui
The implementation, step by step
Channel setup
Configuring Zendesk as the single base for the new sales channel.
Audience integration
Connecting truck drivers, dealers and the internal sales team into the same operation.
Quality standard
Maintaining Volvo Trucks' high service standard throughout the transition.
Expansion
Preparing the model to be rolled out across several countries, on the way to the 40x result target.
Strategic gains
- A single operation for audiences previously handled separately.
- A replicable model, ready to expand into new countries.
- Brand quality standard maintained despite the change in scale.
Why this case matters
Centralizing truck drivers, dealers and the internal team into a single Zendesk operation gave Volvo Trucks the foundation for an ambitious goal: 40x more results, with the same model ready to run in other countries.
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