Case Study : Arval

Arval is a global leader in vehicle leasing and fleet management, supporting corporate clients across more than 30 countries.

To improve collaboration with corporate clients and partners, Arval launched a digital initiative to provide self-service access to fleet information and support services.

360Asklogix implemented a Salesforce Community-based portal enabling customers and partners to access fleet data, submit service requests, and interact with Arval teams through a unified platform.

The solution improved transparency, operational efficiency, and customer engagement across Arval's fleet management ecosystem.

Arval manages complex relationships with corporate clients, drivers, and service partners. Several challenges needed to be addressed:

• Limited Digital Access for Clients: Customers lacked a centralized digital platform to access fleet information, contracts, and service requests.
• Manual Customer Support Processes: Many requests from drivers and fleet managers were handled through email or phone, increasing operational workload for support teams.
• Fragmented Communication Channels: Information about vehicles, contracts, and service operations was distributed across different systems.

Strategic Objective: Arval aimed to create a customer and partner portal that would:

• Provide self-service access to fleet and contract information.
• Simplify service request management.
• Improve transparency for customers and drivers.
• Reduce manual workload for support teams.

360Asklogix implemented a Salesforce Community (Experience Cloud) portal integrated with Arval's CRM environment.

Customer & Driver Portal

The portal provides corporate clients and drivers with access to key services, including:

• Fleet and vehicle information.
• Contract details and documentation.
• Service request submission.

Case Management Integration

Customer requests submitted through the portal are automatically converted into Service Cloud cases, enabling support teams to track and resolve issues efficiently.

Knowledge Base and Self-Service

The platform includes a knowledge base allowing users to access:

• FAQs.
• Operational procedures.
• Fleet management guidance.

Secure Access and Role-Based Views

Different user profiles were implemented for:

• Fleet managers.
• Drivers.
• Service partners.

Each profile receives access to relevant information and services.

The Salesforce Community portal delivered significant operational improvements:

Strategic Outcome: The Salesforce Community portal now serves as a central digital interface between Arval and its customers, enabling more efficient fleet management and improved customer service.

By providing self-service capabilities and integrating support processes into Salesforce, Arval strengthened its ability to deliver a modern and scalable digital customer experience.