Transforming the Polestar customer journey for Volvo Cars with Dynamics 365
When Volvo Cars Financial Services supported the launch of Polestar’s digital-first customer journey, the move required a system capable of managing every stage online, from ordering vehicles to tracking finance agreements. Introducing Dynamics 365 provided the structure and visibility needed to deliver a seamless experience for both customers and staff.
The Challenge
Until 2022, managing customer journeys relied heavily on spreadsheets and manual processes. Tracking business customers across multiple systems created inefficiencies, risked errors, and made handovers difficult if staff were absent.
As Polestar shifted to a fully digital buying experience, Volvo Cars Financial Services needed a CRM solution that could:
- Manage orders, finance products, and customer communications in one place.
- Provide visibility of customer interactions across the team.
- Support faster, more consistent service during a period of rapid change.
The Solution
Dynamics 365 was introduced as the central CRM database. The platform now supports prospect management, workflow automation, email logging, and reporting. Every customer interaction, from emails to signed documentation and delivery dates — is captured in one chronological record, allowing any colleague to pick up a case with full context.
Key benefits include:
- Streamlined communication: Outlook emails log directly into the customer profile with a single click.
- Improved visibility: Customer journeys, finance agreements, and delivery status are easily searchable by name or proposal number.
- Simplified processes: Opportunities can be created, amended, tracked, or marked as lost, with reasons documented for future reporting.
- Scalability: By moving away from manual spreadsheets, Volvo Cars Financial Services gained a reliable platform to support growth and new customer demands.
The Results
The introduction of Dynamics 365 has transformed the way Volvo Cars Financial Services supports the Polestar buying journey. Manual errors have been reduced, holiday cover is easier, and the time taken to complete routine tasks has dropped significantly.
The CRM has delivered:
- A clear and documented customer journey from order to delivery.
- Reduced mistakes compared to spreadsheet-based tracking.
- Faster processing times, making the digital buying experience smoother for customers.
- Greater efficiency and collaboration across the team, ensuring consistent service regardless of staff availability.
Client Feedback
“Dynamics 365 has given us the visibility and control we needed to deliver a digital-first customer journey. Processes that once relied on manual spreadsheets are now streamlined, reducing errors and saving time across the business. We estimate task completion is at least 20% faster, and holiday cover is seamless because all customer information is in one place. It’s been a genuine step change for our team.”
— Alex Jansons, Operations and Services Manager, Volvo Cars Financial Services
Looking Ahead
With Dynamics 365 as the foundation, Volvo Cars Financial Services is well positioned to continue supporting Polestar’s evolving customer journey, ensuring a consistent, efficient, and scalable service for the future.