English
JapaneseSUCCESS STORY
Central Customer Portal (CCP)
Building a Connected Ecosystem: Inside MFTBC’s Salesforce-Powered CCP
Company Name
MFTBC FUSO
Industry
Automotive
Location
Japan
Impact
Driving Digital Transformation at Mitsubishi Fuso Truck and Bus Corporation (MFTBC)
Application
Central Customer Portal (CCP)
THE STORY
Mitsubishi Fuso Truck and Bus Corporation (MFTBC), part of Daimler Truck AG, is a leading Japanese manufacturer of light, medium, and heavy-duty trucks, buses, and industrial engines under the Fuso brand. With operations in over 170 countries, MFTBC sold 137,000 units in 2023, including a record-breaking 1,680 eCanter electric trucks.
Challenges Faced
As MFTBC advanced its digital transformation, gaps in real-time customer insights and touchpoint visibility hindered personalized engagement and led to missed opportunities for timely outreach and lead generation.
Operational Inefficiencies
Manual workflows in vehicle maintenance led to service delays and communication gaps.
Limited Customer Touchpoints
Customer engagement was largely reactive, occurring only during major lifecycle events.
Lead Generation Limitations
Outdated or siloed customer data led to reduced sales effectiveness.
Disjointed Experience
Customers accessed multiple fragmented apps, creating friction in support and maintenance journeys.
The Solution
Cubastion delivered CCP Phase 2 using an Agile framework with six development sprints. CI/CD pipelines enabled rapid, reliable deployments across environments.
Salesforce Experience Cloud
Unified customer identity, vehicle history, and finance information, synchronized with the internal Sales Force Automation (SFA) system.
Comprehensive Vehicle Management
- Vehicle registration with sorting and filtering capabilities - Integrated maintenance scheduling with calendar-based UI - Lease and finance cost management
Advanced Integrations
- Seamlessly integrated with external platforms, including Truckonnect for telematics and Fuso Shop for service booking - Secure APIs connected a total of 8 enterprise systems
The Impact
Maintenance Efficiency Gains
30% reduction in maintenance scheduling time.
Increase in Lead Conversion
20% projected increase in lead conversion.
Reduction in Manual Errors
80% reduction in manual error through automated data syncing.
Enhanced Customer Satisfaction
100% improved customer satisfaction & experience.
