From manual to modern: Montway’s Salesforce makeover
After being acquired by a venture capital firm, Montway Auto Transport needed to rapidly scale its technology infrastructure to match ambitious growth goals. Facing outdated systems, high customer service volumes, and siloed processes, the team partnered with Acxiom to implement a full-stack Salesforce solution—from foundational clouds to cutting-edge AI—designed to modernize operations, accelerate resolution times, and elevate customer experience.
Approach
Acxiom Salesforce Practice helped Montway:
- Implement a full Salesforce stack, including Agentforce, Service Cloud, Sales Cloud, Marketing Cloud (MCE, MCP, MCI), Commerce Cloud and Data Cloud to support customer services, sales, and marketing initiatives
- Launch Agent “Sophie” via Agentforce—an AI-led chat solution that provides real-time vehicle dispatch updates based on order number, reducing manual case handling and increasing self-service adoption
- Automate resolution pathways, triggering case creation only when necessary, while reducing service bottlenecks and enabling agents to focus on complex needs
- Collaborate with Salesforce to deliver a tailored roadmap aligned to Montway’s operational vision and growth trajectory
Results
Full-stack Salesforce implementation: connecting Service, Sales, Marketing, Commerce, Data Cloud, and Agentforce under one seamless ecosystem
AI-powered service automation: reducing call volumes and agent workload through the launch of Montway’s first AI agent, “Sophie”
Modernized operations and faster resolution: Streamlining case management and enabling real- time, data-driven updates for customers
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deflection rate
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reduction in case creation
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AI guidance accuracy